AI Condition

AI Condition is an intelligent action that lets you automate decision-making inside a conversation flow using Generative AI models (LLMs) such as OpenAI GPT-5, Google Gemini, Anthropic Claude, Grok, and more.

Unlike the standard Condition Action, which relies on basic logic (for example, “if value equals…”), the AI Condition uses language understanding to evaluate the semantic meaning of the user’s message and make context-aware decisions.

Why use AI Condition

This action is ideal when your logic can’t be expressed through simple rules. It allows you to:

• Interpret tone, intent, or context directly from natural language.

• Route conversations automatically to the correct department or human agent (Sales, Support, Billing, etc.).

• Improve First Contact Resolution (FCR) by connecting users to the right resource on the first try.

• Detect frustration or dissatisfaction and immediately transfer the chat to a live operator.

• Apply complex decision logic without writing code or creating multiple manual conditions.

Where to find it

In the left panel of the Design Studio, go to AI → AI Condition. This action is currently marked as BETA.

How it works

1

Step 1

Sends the user’s latest message to the selected LLM (for example, GPT-5 or Gemini).

2

Step 2

The model analyzes the language and evaluates whether one or more AI Conditions are met.

3

Step 3

Based on the result, the flow continues along the corresponding Success paths (for example, Support, Sales, Transfer to Human).

4

Step 4

If the model can’t classify the message, the Fallback connector is triggered.

Example 1: Detecting frustration and transferring to a human

You can use AI Condition to enhance the way you handle difficult or emotional conversations. For instance, if a user shows frustration or dissatisfaction, the chat can be automatically escalated to a live agent.

How to configure

1

Drag an AI Condition block into your flow.

2

Select the LLM (for example, OpenAI GPT-5).

3

In Condition 1, enter:

If the user shows any sign of frustration, dissatisfaction, or emotional distress, whether expressed directly or implied through tone, wording, or repeated complaints.

4

Set the Success path to Transfer to Human.

5

In the Instructions field, type: User said: {{lastUserText}}

Benefit: Proactively detect unhappy users and prevent churn by connecting them with a human representative at the right moment.

Example 2: Routing between Support and Sales

With multiple AI conditions, you can design a smart routing system that identifies the right department based on the user’s query.

How to configure

1

Add an AI Condition block and select a model (for example, OpenAI GPT-5).

2

Define two conditions:

• Condition 1:

  If the user’s last question is related to support, troubleshooting, instructions, tutorials, or guidance on how to perform a task Success → Support dept

• Condition 2:

  If the user’s question is related to subscriptions, pricing, plans, upgrades, discounts, or any other sales-related topic Success → Sales dept

3

In the Instructions field, type: User’s last question: {{lastUserText}}

Benefit: Automatically send each conversation to the right team without human intervention, reducing waiting times and increasing First Contact Resolution (FCR).

In summary

AI Condition takes conversational automation to the next level — transforming the natural-language understanding of large language models into actionable routing decisions that improve efficiency and customer satisfaction.

It’s the foundation for building human-AI hybrid flows that are more adaptive, empathetic, and productive.