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How to use artificial intelligence in a workflow (GPT action)

In the workflow, click +, search for the GPT powered by OpenAI action, choose the type (summarize, analyze sentiment, translate or custom prompt) and the model, then write the prompt using the contact's dynamic fields. The result becomes a variable you can use in the next actions (message, field, If/Else).

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Before you start

  • Make sure AI features are enabled on your account.
  • Be clear about what you want the AI to do (e.g. "summarize the incoming message in 2 sentences", "write a friendly reply to this request") and what you'll do with the result.
  • Have the workflow created with the right trigger (e.g. customer replied, form submitted).
Where to find it

Automation › Workflows › (open the workflow) › + › GPT powered by OpenAI

Step by step

Add the AI action

  1. Open the workflow and click the + where you want the AI to work.
  2. Search for GPT and choose the GPT powered by OpenAI action.
  3. In Action Type, pick what you need:
    • Analyze Text Sentiment: tells whether the text is positive, negative or neutral.
    • Summarize Text: produces a summary.
    • Translate: translates into the language you specify.
    • Custom: you write your own prompt.
  4. In Model, keep the suggested default or choose another: smaller models are faster and suited to simple, high-volume tasks (classifying, short replies); larger ones handle long text and heavier reasoning.
  5. Write the prompt. Use dynamic fields for context, for example: "Write a short, friendly reply to this message from {{contact.first_name}}: {{message.body}}".
  6. Click Save Action.

Use the result in the next actions

  1. Add the action where the result will be used (for example, Send SMS, Send Email or Update Contact Field).
  2. In that action's text, insert the AI output from the dynamic fields list (it appears as a variable of the GPT action).
  3. To branch, add an If/Else that compares the output (e.g. sentiment "negative" → notify the team).
  4. Test with a real contact, check the output in Execution Logs and publish.

Tips

  • Start the prompt with the role and the format you want: "You are the assistant of a dental clinic. Reply in English, in 3 sentences at most."
  • Include examples in the prompt: one or two sample replies greatly improve consistency.
  • For long text, wrap the text to analyze in triple backticks (```) so the AI doesn't mistake it for instructions.
  • You can switch models at any time: edit the action, pick another model and save; nothing else in the workflow changes.
  • If you need the AI to remember earlier interactions with the same contact, enable history (memory) on the action, available for the Custom type. You can keep history per execution, per workflow or per step. If the option isn't there, enable it under Settings › Labs.

Common problems

  • The AI reply comes back empty → The dynamic field used in the prompt was empty (e.g. the contact has no message). Check the trigger and the fields used.
  • The reply comes out in the wrong language → State the language explicitly in the prompt ("Always reply in English").
  • The AI answers differently every time → Give more precise instructions, specify the output format and add examples.
  • The action fails in the logs → Confirm AI is enabled on your account and try again; during heavy usage, requests may be queued.
  • The output doesn't show up in later actions → The AI action must come before the action that uses its output. Check the order in the workflow.

Frequently asked questions

Can I use several AI steps in the same workflow?

Yes. Each GPT action is independent and can have its own model and prompt.

Where does the generated text go?

It's available as a variable of the action. To store it, use Update Contact Field and pick a text custom field.

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