> 📍 **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.