What is this?
AI steps let your automation write a reply with AI instead of you typing every answer. There are two, and the difference is simple:- AI Response (Basic) — like asking a helpful stranger. You give it a personality (a “system prompt”), and it replies using only that and the chat so far.
- AI Response (Advanced) — like asking your trained team member. It uses one of your AI agents, so it can look things up in your knowledge (prices, policies, FAQs) before answering.
What can I do here?
You need an active AI setting first (Settings → AI Setting). For the Advanced step you also need at least one AI agent.
How to use it
AI Response (Basic)
What it does: sends the AI your instructions and, optionally, the conversation so far, and gets a reply. When to use it: small jobs — a friendly answer to an open question, or summarizing what the customer said.- System Prompt (required) — tells the AI who it is and how to answer, like “You are a polite assistant for a bakery. Keep replies under 2 sentences.”
- Include Conversation History — when on, the AI can see earlier messages so its reply makes sense in context.
- Save Response To Field (optional) — stores the reply in a custom field for later steps.
AI Response (Advanced)
What it does: asks a chosen AI agent to reply using its instructions and, if you want, its knowledge. This step only writes a reply — it doesn’t run the agent’s actions, like handing off or updating contacts. When to use it: questions about your business — prices, hours, policies — where the answer should come from your own facts.- Mode — Use selected agent, or Auto choose agent to let the platform pick the best-fitting agent for the question.
- Agent — pick one (when using a selected agent).
- Input — Latest message (what the customer just wrote) or Custom input (write your own prompt). Optionally turn on Include custom fields to give the AI more context about the contact.
- Knowledge Usage — Use agent instructions + knowledge base, or Use agent instructions only.
- Reply Action — Send reply only, Save reply to field only, or Send reply and save to field.
- On AI failure — what to do if the AI can’t answer (no agent found, empty result, or an error): Send fallback message, Continue flow silently, or Assign to team member.
Which one should I use?
Troubleshooting / Technical Notes
- The step doesn’t reply. Check that an AI setting is active in Settings → AI Setting, and that the Advanced step has a matching agent.
- The AI makes things up. Use the Advanced step with Use agent instructions + knowledge base, and add the missing facts to the agent’s knowledge.
- The AI fails for some customers. Set On AI failure to Assign to team member so a human picks up.
- I want the agent to take actions (like a hand-off). This step is reply-only. Use the agent itself with Agentic Mode.