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.
Check a condition, or an AI decision
Check a condition is the other way to split a workflow. It compares fields on the record, such as an invoice's amount or a lead's source, with no AI, no Tokens and no plan needed. Runs that match go down Yes, the rest down No. Use it when the answer is in the data. Use an AI decision when it depends on what a message says.
A workflow can have one or the other, not both. Adding an AI decision to a workflow with Check a condition isn't offered, and Reply to sender says to remove the check first. See Build a workflow.
When you need one
Call-transcript triggers need a Yes/No decision to route the run. New incoming email and text message workflows don't: add an AI decision only when you want to sort messages, or when you want Reply to sender. Other triggers may not support AI decisions at all — if you switch to one of those, choose a different trigger or remove the step. Contract triggers can use one.
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, or other fields from the trigger. On incoming messages you can also share the Sender name and Sender email or phone. AI can also see more of the record: a lead's form answers, an invoice's amount, days overdue and client, and a client's stage, tags and type.
- 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, and Stop the workflow. Reply to sender is only in workflows with an AI decision, and only on incoming messages. Call-transcript workflows allow tasks and reminders. The record and document actions (such as Move client to stage or Send invoice) aren't available in a workflow with an AI decision. 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.
The order steps run in
Steps run path by path: first the steps on the path the decision chose, in the order they're listed, then the steps on Then. Steps on the other path don't run, and the run marks them Not on this path. Waits add up in that same order.
Stop steps
A Stop the workflow step ends the run when its rules match, so the steps after it don't run and the run shows Stopped. Choose Stop when, then All rules match or Any rule matches, and add rules or pick a common one such as "The invoice is paid". Stop steps work in workflows with an AI decision too, on Yes, No or Then.
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. An AI workflow goes live when its owner saves it. It has no draft, Publish or Revert, and it can't Wait until a date or use Only send during business hours.
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.