AI workflows

AI workflows add AI steps to automation rules: a question the AI answers before a rule acts, and actions the AI carries out with your own instructions. Available on the Business and Enterprise plans.

AI checks

In Admin Portal → Automations → New Rule, add a condition and choose AI check. Write a yes-or-no question, such as “Is this a possible security incident?”, and choose whether the rule runs when the answer is yes or no. AI checks run only after the rule’s other conditions already match, so tickets that don’t fit never reach the AI.

AI actions

• Write an internal note, following your instruction, for example listing what the requester already tried.
• Choose a tag from a list you give it, or none if nothing fits.
• Set priority by your rule, with the AI’s reason on the timeline.
• Write a draft reply for the agent to review. Drafts are never sent automatically.

An example

Trigger: Ticket created. Conditions: subject contains “password”, and the AI check “Did the person say they entered their password on a website?” answers yes. Actions: set priority to Critical, add the tag security, and have the AI write a note summarising what they clicked.

What the AI sees, and when it fails

Each AI step sends the ticket’s subject and message, the requester’s email, its current priority and category, and your instruction to Anthropic. If an AI check fails, the rule stops and the ticket’s timeline says why; a failed AI action is noted on the timeline and the rule’s other actions still run. If a plan no longer includes AI workflows, those rules are skipped, with a note on each ticket.