Summarize Customer Messages and Route Them by Sentiment

What’s New

Summarize with AI produces a concise recap, while Analyze sentiment with AI classifies text and creates a workflow branch for each sentiment category.

Why It Matters

Teams can receive the important context quickly and direct frustrated customers to the right person without manually reading every message.

What’s Included

• Editable summary instructions with useful defaults.
• Summary output available to later emails, SMS, notes, and notifications.
• Positive, neutral, and negative branches with customizable categories.
• A reason for the sentiment classification that can accompany a CRM note or alert.

How to Use It

1. Open an automation and add a step under AI actions.
2. Choose Summarize with AI or Analyze sentiment with AI and provide text or dynamic content.
3. Configure the summary’s next step or the actions on each sentiment branch.

Good to Know

For summaries, the combined prompt and input must stay within 4,000 characters. An undetermined sentiment follows the default path; empty summary input follows the workflow’s error handling.