Usually, when creating a workflow, every decision has to be predefined as a branch, every condition anticipated, and every field manually mapped. If you'd prefer not to take every single variable into account, you can use the AI Agent action to describe your goal, give the agent access to tools, and it will plan the sequence, decide the inputs, and handle edge cases without the need for manual input. Let's learn how to use it!

Creating Your Workflow

Navigate to the Workflows tab inside the automation section, and edit or create a workflow.

Inside the workflow builder, add the action “AI Agent.”

Choose a template or select Build Your Own to start from scratch.

Using A Template

Templates only work with specific triggers, so selecting one will prompt you to apply the trigger and template.

Agent Configuration

Write your instructions describing what the agent should do. If using a template, this will be prefilled, but you can edit it as you see fit. Even if you write rough instructions, you can click Enhance Prompt so the AI restructures your input into a production-ready prompt.

Choose between GPT-5.2, GPT-5.1, and GPT-5 Nano to run the workflow as you prefer. GPT-5.2 Low thinking is the recommended default for most use cases.

Click “Add the tools” to set the tools that the agent can use (up to 10 per agent).

You can select any workflow action for this, including those related to connected apps.

Once a tool has been added, you can click the pencil icon to edit it (1) or the X icon to delete it (2).

Once satisfied with your tools, you can open the Advanced Options to enable “Conversation Memory,” which allows the agent to retain a rolling summary of past executions for the same contact (1), or “Structured Output” if you want the agent to return results as Text or JSON with a user-defined schema to aid If/Else branches, field updates, or downstream workflow steps (2).

Once satisfied, click Save action and you're done! The AI Agent transforms Workflows into a tool where a true CRM agent can evaluate context, make judgment calls, and execute actions on its own, all within the system you already know. We hope you enjoy it!