AI decision and intent actions

AI decision and intent actions add judgment to your HLB workflows. Instead of stacking if/else rules, you describe what should happen in plain English, and AI routes contacts, reads sentiment or images, or completes multi-step tasks.

• AI Decision Maker: write routing instructions, insert contact fields such as engagement score, tags or custom fields, and add business context. A locked Default Branch catches anyone who matches no rule.
• AI Intent Detection: analyzes text from a message, form, survey or custom field and sends the contact down a Positive, Negative or None branch. You might send a thank-you to happy customers and create a support task for unhappy ones.
• AI Agent: give plain-language instructions and a set of tools, and the agent decides which steps to take. Templates include form lead follow-up and no-show appointment recovery, and execution logs show its reasoning and tool usage.
• AI Analyze Image: give it a public image URL and a prompt to pull text from receipts or documents, describe an image or check its contents.
• GPT action: choose a model such as GPT-4o or GPT-4o mini and a preset for sentiment, summarizing or translating, or write a custom prompt.

In an SMS action, Write with AI can draft each message from your prompt, contact fields and, optionally, conversation history. You can send it or save it to a custom field for review.

GPT history, a Labs option for the Custom action type, lets responses draw on past interactions for each contact, scoped to the sub-account, workflow, execution, step or a custom key.

Decision Maker, Intent Detection, AI Agent and Analyze Image are premium actions, and AI Agent may require add-on access. GPT actions are priced per execution by model.