Facilitate sales and account management with new automation actions

Brief salespeople before follow-ups, keep CRM records clean for AI-to-human handoffs, escalate frustrated customers to senior reps, and route form submissions by tone with two new actions now available in Automations.

Two new steps are available under in the automation builder. Each ships with a tuned default configuration, so you can drop them into a workflow and get useful output without writing instructions from scratch.

Provide a block of text and the action returns a concise AI-generated summary. The built-in default prompt produces a short headline followed by a single paragraph — no setup needed beyond pasting in the text. The summary is returned in a "Response" field that plugs into any later step as dynamic content: emails, SMS, notifications, CRM notes, Inbox messages, or anything else that accepts it.

For more control, the prompt is fully editable under "AI configuration." Ask for bullet points, a one-liner, a specific tone, or a different language.

Provide a block of text and the action classifies it as positive, neutral, or negative, with each sentiment creating a separate branch in your automation. The action also returns a "Reason" field with a one-sentence explanation of the classification, which you can pass into notifications or CRM notes for context.

The three default categories work out of the box:

You can add, rename, or remove categories under "AI configuration." "Urgent," "mixed," or any label that fits your workflow. Each category you define creates its own branch.

Before this release, there was no way to shorten text inside an automation, and no way to branch on how a customer feels. Summarizing meant using the general-purpose Send AI Prompt action and writing your own instructions every time. Sentiment routing meant one of three bad options: read every message manually, treat all inbound messages identically regardless of urgency, or build if/else steps that keyword-matched on "angry" and "unhappy" — which missed most negative messages, because upset customers rarely use those words.

Both problems are now handled by steps that understand intent rather than vocabulary. The practical payoff is triage: every inbound review, form submission, and conversation gets classified by tone automatically, so a frustrated customer gets escalated in minutes while positive feedback routes somewhere useful. And when the next step is a notification to a busy owner, Summarize with AI means they get the gist instead of a full transcript.

The two actions also pair well. Summarize a long conversation transcript, analyze its sentiment, then route the summary to the right person at the right speed.

A: Yes. The combined prompt and input text must not exceed 4,000 characters. For longer content, trim it or extract the relevant section in a prior step.

A: Both new actions are purpose-built and ship with tuned defaults, so they work without you writing any instructions. Send AI Prompt is general-purpose — you write the entire prompt yourself, and it lacks branching. Summarize with AI is tuned for concise summaries; Analyze sentiment with AI outputs a "Sentiment" field and creates a branch per category.

A: Analyze sentiment is built specifically for tone detection and arrives with default positive/neutral/negative categories. Categorize with AI is for general-purpose classification where you define your own categories from scratch — "Billing," "Support," "Sales."

A: The sentiment output is returned empty and the automation follows the default path. Your workflow continues without interruption.

A: The step requires input text. If the field is blank or the dynamic content resolves to an empty value, the step fails and the automation follows its error handling path.

A: Yes. Select "Add dynamic content" in the prompt field to insert variables from your trigger or previous steps — useful for prompts that adapt based on the customer's name or account type.

A: Yes. Expand "View or edit AI configuration" to add, remove, or rename them. Each category you define creates a separate branch in your automation.