AI steps in a Flow: summarize, classify, or bring in your AI agent

📍 Where to find it: Reach your customers → Flows → (open a Flow) → "+" → AI action / External AI agent

A Flow can bring AI into a conversation: summarize or classify it automatically ("AI action" step), or have your external AI agent reply and drop its answer as a private note for the human agent ("External AI agent" step).

How it works

The "AI action" reuses the Madyis Hub AI engine: it reads the conversation and, depending on the setting, writes a summary as a private note or applies a classification label. The "External AI agent" relays the customer's latest message to the HTTP endpoint of your external AI agent and publishes its answer as a private note (never an automatic send to the customer, as an anti-ban precaution). Both steps consume your AI replies quota and only act on a conversation; without a conversation, they are skipped (and logged).

Step by step

1. Make sure the Flow starts with a conversation ("New conversation" or "Conversation resolved" trigger).
2. Add the "AI action" step via the "+".
3. Choose the task: "Summarize" (private note) or "Classify" (applies a label among those you list).
4. For the external agent, add the "External AI agent" step (requires an external AI agent configured in AI Agents).
5. Publish the Flow.

Good to know

• These steps count toward your monthly AI replies quota.
• The external AI agent never replies directly to the customer from a Flow: its answer is a suggestion in a private note.
• Without a conversation in context, these steps are skipped without error.