An AI decision step asks a Yes/No question about the record that triggered the workflow, then splits the flow into a Yes path and a No path — each with its own steps.
When you need one
Some triggers require an AI decision before you can activate the workflow: new incoming messages and call-transcript triggers both need a Yes/No decision to route the run. Other triggers may not support AI decisions at all — if you switch to one of those, choose a different trigger or remove the step.
Setting it up
- Question — a Yes/No question, up to 1,000 characters, such as "Is this person asking about new work?"
- Choose which fields to share with AI — the subject, message, sender, or other fields from the trigger.
- Confident when — the confidence AI needs to answer on its own, between 55% and 100% (it starts at 80%). Under If unsure, choose what happens below that: Ask me to review (the run waits for you) or Take the No path.
Every path can hold email, text, task, and reminder steps; incoming-message workflows also allow a same-channel reply, and call-transcript workflows allow tasks and reminders. An AI decision can hold up to 26 steps in total, and every step has to sit on Yes, No, or Then — steps on Then run after either answer.
What it costs
Running an AI decision uses Tokens from your workspace's shared balance, the same balance that pays for AI elsewhere in Workspace369. See Tokens and AI billing for rates and how to top up.
Who can change it
Only the workspace owner can change AI workflows. Anyone else can view one, but editing its trigger, filters, or steps is blocked.
Testing
AI workflows are tested with a preview instead of a normal test run — open the AI decision step and run the preview to see how it would answer.
Next steps
- Build a workflow
- Workflow runs — an AI decision's result (Yes or No, its confidence, and its reason) shows on the run.