Workflow Action - AI Intent Detection

The AI Intent Detection action analyzes text to automatically determine sentiment, categorizing it as POSITIVE, NEGATIVE, or NONE. This premium action replaces the legacy intent detection in IF/Else conditions, offering improved accuracy and easier implementation for automating responses based on customer sentiment.

What is AI

Intent Detection? The Intent Detection action is an AI-powered workflow tool that automatically analyzes text input to determine the underlying sentiment or intent. It processes any text—whether from customer messages, survey responses, or form submissions—and categorizes it into three distinct branches: POSITIVE: Text expressing positive sentiment, satisfaction, or agreementNEGATIVE: Text conveying negative sentiment, dissatisfaction, or disagreementNONE: Text with neutral sentiment or when the system cannot confidently categorize itThis action creates three workflow branches automatically, allowing you to build different automation paths based on the detected sentiment.

Key BenefitsAutomated Sentiment Analysis: Instantly categorize customer responses without manual reviewImproved Accuracy: More reliable than legacy IF/Else intent detection methodsSimplified Workflow Design: Three clear branches eliminate complex conditional logicReal-Time Response: Trigger appropriate actions immediately based on customer sentimentEnhanced Customer Experience: Deliver personalized responses tailored to customer emotionsScalable Automation: Process unlimited messages without human interventionHow to Set Up AI Intent DetectionStep 1: Add the AI Intent Detection ActionNavigate to your workflow builder and search for "AI Intent Detection" in the actions menu.

Add it to your workflow at the point where you want to analyze text sentiment.

Step 2: Configure the Action

• Action Name: Give your action a descriptive name (e.g., "Analyze Feedback Sentiment")Input Text: Specify the text to analyze.
• You have two options: Static Value: Enter fixed text directlyDynamic Variable: Use the custom value picker to select variables:{{message.body}} for incoming messagesAny other variable that stores text to be classifiedStep 3: Set Up Branch ActionsAfter saving, the action automatically creates three branches: 1.
• POSITIVE Branch: Configure actions for positive responsesSend thank you messagesRequest app store reviewsOffer loyalty rewardsAdd "satisfied customer" tags2.
• NEGATIVE Branch: Configure actions for negative responsesTrigger support escalationSend discount codes or couponsSchedule follow-up callsAdd "needs attention" tags3.
• NONE Branch: Configure actions for neutral/unclear responsesSend clarification requestsRoute to manual reviewApply default follow-up sequencesExample Use Cases1.
• Customer Feedback ManagementScenario: After collecting feedback through surveysPOSITIVE Response: "Your service is amazing!"Action: Send app store review request linkNEGATIVE Response: "Very disappointed with the experience"Action: Send 20% discount coupon for next purchaseNONE Response: "Okay" or "N/A"Action: Send follow-up questions for more details2.
• Post-Purchase Follow-upScenario: After delivery confirmationPOSITIVE: Request product review and testimonialNEGATIVE: Trigger return/refund workflowNONE: Send product usage tipsPricingCost: 1 cent ($0.

01) per executionPart of Premium Actions suiteFrequently Asked QuestionsQ: How is this different from the legacy IF/Else intent detection? A: The Intent Detection action uses advanced AI for more accurate sentiment analysis, provides automatic branching, and eliminates the need for complex conditional logic setup.

Q: Can I use multiple Intent Detection actions in one workflow?

A: Yes, you can chain multiple Intent Detection actions to analyze different text inputs or create multi-level sentiment analysis workflows.

Q: What happens if the text contains mixed sentiments?

A: The system analyzes the overall dominant sentiment. If no clear sentiment is detected, it routes to the NONE branch.

Q: Can I test the intent detection before going live?

A: Yes, use the workflow test mode with sample text inputs to verify the sentiment detection accuracy before activating your workflow.

Q: Can I see why text was categorized a certain way?

A: Currently, the action provides the categorization result only. Detailed reasoning or confidence scores may be added in future updates. Attachments (1) Screenshot 2026-01-06 at 7. 02.

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