# Workflow Action - AI Decision Maker

> Automate contact routing in GHL Customer Care using Workflow AI Decision Maker—build smart branches with plain-English rules and zero code.

- Source: https://docs.ghlcustomercare.com/docs/workflows/workflow-ai-workflow-actions/workflow-action-ai-decision-maker
- Section: Workflows / Workflow AI Workflow Actions
- Reading time: 4 min
- Images: 8, each explained below

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The AI Decision Maker allows you to automatically route contacts through different workflow paths based on engagement, company size, behavior, and other data points. Instead of building complex logic trees with multiple conditions, you can provide plain-English instructions and let AI determine the most appropriate branch.

This action simplifies workflow routing while maintaining accuracy and flexibility across large volumes of contacts.

> **Note:** This is a premium action. Each execution will incur additional charges.

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**TABLE OF CONTENTS**

-   [What is AI Decision Maker?](#what-is-ai-decision-maker)[](#key-benefits-of-ai-decision-maker)
-   [Key Benefits of AI Decision Maker](#key-benefits-of-ai-decision-maker)[](#how-to-set-up-ai-decision-maker)
-   [How To Set Up  AI Decision Maker](#how-to-set-up-ai-decision-maker)[](#popular-use-case)
-   [Popular Use-case](#popular-use-case)[](#frequently-asked-questions)
-   [Frequently Asked Questions](#frequently-asked-questions)[](#related-articles)
-   [Related Articles](#related-articles)

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# **What Is AI Decision Maker?**

AI Decision Maker acts as an intelligent routing engine inside workflows. Rather than relying on traditional if/then rules or manually configured filters, you describe routing conditions in plain English.

The AI evaluates contact data and determines the correct branch automatically. This allows workflows to adapt dynamically without requiring ongoing logic updates.

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## **Key Benefits of AI Decision Maker**

**Reduces Workflow Maintenance**

Once configured, AI dynamically adapts to changes in contact data, reducing the need to update multiple filters and conditional rules.

**Scales Easily with Growth**

Whether routing hundreds or thousands of contacts, the AI handles complexity without slowing workflow performance.

**Eliminates Human Error**

AI-based decision logic removes inconsistencies caused by missed or overlapping conditional rules.

**Plain-English Instructions**

No coding or rule stacking is required.

---

## **How To Set Up AI Decision Maker**

Follow these steps to insert and configure the action in your workflow.

### **Step 1:** Choose or Create a Workflow

1.  Log into your sub-account.
    
2.  Click **Automation** in the left menu.
    
3.  Edit an existing workflow or click **\+ Create Workflow** to build a new one from scratch, template, or recipe.
    

### 

![Step 2: Add the AI Decision Maker Action (image 1 of 8)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155065903827/original/gu0xgnR3EMYGgjjQuk5nMi8q8z4lN-cU9w.png)

**Step 2: Add the AI Decision Maker Action (image 1 of 8)**

This screenshot appears in the "Step 2: Add the AI Decision Maker Action" section of "Workflow Action - AI Decision Maker". The text alongside this image reads: Log into your sub-account. Click Automation in the left menu. Edit an existing workflow or click + Create Workflow to build a new one from scratch, template, or recipe. Immediately after, the guide continues: Ensure a trigger is set (e.g., Contact Changed or Form Submitted). Click the + icon inside the workflow builder. In the right-side panel, scroll to AI Actions. Select AI Decision Maker.
- What to click: Log into your sub-account. Click Automation in the left menu. Edit an existing workflow or click + Create Workflow to build a new one from scratch, template, or recipe.
- Controls: +, AI Actions, AI Decision Maker, Action Name
- Next: Ensure a trigger is set (e.g., Contact Changed or Form Submitted). Click the + icon inside the workflow builder. In the right-side panel, scroll to AI Actions. Select AI Decision Maker.

Full procedure:

1. Ensure a trigger is set (e.g., Contact Changed or Form Submitted).
2. Click the + icon inside the workflow builder.
3. In the right-side panel, scroll to AI Actions.
4. Select AI Decision Maker.

**Step 2:** Add the AI Decision Maker Action

1.  Ensure a trigger is set (e.g., _Contact Changed_ or _Form Submitted_).
    
2.  Click the **+** icon inside the workflow builder.
    
3.  In the right-side panel, scroll to **AI Actions**.
    
4.  Select **AI Decision Maker**.
    

Use a clear **Action Name** to keep branching-heavy workflows organized.

![Step 2: Add the AI Decision Maker Action (image 2 of 8)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155065903852/original/G8V4nN8wSV8mKMONH_lyGqGiTZgOsISdHg.png)

**Step 2: Add the AI Decision Maker Action (image 2 of 8)**

This screenshot appears in the "Step 2: Add the AI Decision Maker Action" section of "Workflow Action - AI Decision Maker". The text alongside this image reads: Use a clear Action Name to keep branching-heavy workflows organized. Immediately after, the guide continues: Use the Instructions field to describe how contacts should be routed.
- What this covers: Use a clear Action Name to keep branching-heavy workflows organized.
- Controls: +, AI Actions, AI Decision Maker, Action Name
- Next: Use the Instructions field to describe how contacts should be routed.

Full procedure:

1. Ensure a trigger is set (e.g., Contact Changed or Form Submitted).
2. Click the + icon inside the workflow builder.
3. In the right-side panel, scroll to AI Actions.
4. Select AI Decision Maker.

### **Step 3:** Write Clear AI Instructions

Use the **Instructions** field to describe how contacts should be routed.

Be specific about what the AI should evaluate, such as engagement score, industry type, or company size.

Use the variable picker (tag icon) to insert dynamic fields like:

-   [
    
    {{contact.engagement\_score}}
    
    ](https://docs.ghlcustomercare.com/docs/conversations/conversations/contact-engagement-score)
-   {{contact.company\_size}}
    
-   {{contact.tags}}
    

This ensures the AI evaluates real contact data.

### **Example Instruction**

Look at the contact’s engagement score and company size.

If the engagement score is over 60 OR they work at a large company, send them to sales.

If the engagement score is between 30–60 and it’s a small or medium company, send them to email nurturing.

If the engagement score is under 30, send them to a re-engagement campaign.

### **Important**

The AI requires context to make informed decisions. Always include relevant contact fields, custom fields, tags, or data from previous workflow steps.

Examples of useful variables:

-   Contact details: {{contact.email}}, {{contact.phone}}
    
-   Custom fields: {{contact.lead\_score}}, {{contact.company\_size}}
    
-   Tags: {{contact.tags}}
    
-   Data from prior steps (forms, surveys, etc.)
    

![Important (image 3 of 8)](https://jumpshare.com/share/bAacCuRQFPrlmvWOC1v0+/Screen+Shot+2026-01-06+at+9.21.41+PM.png)

**Important (image 3 of 8)**

This screenshot appears in the "Important" section of "Workflow Action - AI Decision Maker". The text alongside this image reads: Contact details: {{contact.email}}, {{contact.phone}} Custom fields: {{contact.lead_score}}, {{contact.company_size}} Tags: {{contact.tags}} Data from prior steps (forms, surveys, etc.). This part of the guide covers 3 fields, listed below. Immediately after, the guide continues: Use the Additional Context field to provide supporting information that improves AI accuracy.
- What this covers: Contact details: {{contact.email}}, {{contact.phone}} Custom fields: {{contact.lead_score}}, {{contact.company_size}} Tags: {{contact.tags}} Data from prior steps (forms, surveys, etc.)
- Fields: Contact details: {{contact.email}}, {{contact.phone}}, Tags: {{contact.tags}}, Data from prior steps (forms, surveys, etc.)
- Next: Use the Additional Context field to provide supporting information that improves AI accuracy.

Example values (illustrative, not read from the screenshot):

- Tags: {{contact.tags}}: new-patient, referral

Full procedure:

1. Contact details: {{contact.email}}, {{contact.phone}}
2. Custom fields: {{contact.lead_score}}, {{contact.company_size}}
3. Tags: {{contact.tags}}
4. Data from prior steps (forms, surveys, etc.)

### **Step 4:** Add Additional Context

Use the **Additional Context** field to provide supporting information that improves AI accuracy.

Include business rules, segmentation definitions, or operational constraints.

### **Example**

We sell software to companies with 10–500 employees.

Small companies have 1–50 employees.

Medium companies have 51–200 employees.

Large companies have 200+ employees.

Engagement scores range from 0–100.

Our sales team can handle about 20 new leads per week.

Providing structured context improves routing accuracy.

  

![Example (image 4 of 8)](https://jumpshare.com/share/JZs9kpsBQQ4BhjVciDx2+/Screen+Shot+2026-01-06+at+9.22.46+PM.png)

**Example (image 4 of 8)**

This screenshot appears in the "Example" section of "Workflow Action - AI Decision Maker". The text alongside this image reads: Providing structured context improves routing accuracy. Immediately after, the guide continues: The Default Branch is automatically included and acts as a fallback for contacts who do not meet other conditions.
- What this covers: Providing structured context improves routing accuracy.
- Next: The Default Branch is automatically included and acts as a fallback for contacts who do not meet other conditions.

### **Step 5:** Default Branch

The **Default Branch** is automatically included and acts as a fallback for contacts who do not meet other conditions.

-   The branch name is locked as “Default Branch.”
    
-   It ensures uninterrupted workflow execution.
    
-   It cannot be deleted or renamed.
    

This branch prevents contacts from getting stuck.

![Step 5: Default Branch (image 5 of 8)](https://jumpshare.com/share/7bDj1sXBqUnP6CxMI21r+/Screen+Shot+2025-09-12+at+1.36.27+PM.png)

**Step 5: Default Branch (image 5 of 8)**

This screenshot appears in the "Step 5: Default Branch" section of "Workflow Action - AI Decision Maker". The text alongside this image reads: This branch prevents contacts from getting stuck. This part of the guide covers 1 field, listed below. Immediately after, the guide continues: Create additional branches to route contacts based on specific criteria.
- What this covers: This branch prevents contacts from getting stuck.
- Fields: The branch name is locked as “Default Branch.”
- Controls: Default Branch
- Next: Create additional branches to route contacts based on specific criteria.

Full procedure:

1. The branch name is locked as “Default Branch.”
2. It ensures uninterrupted workflow execution.
3. It cannot be deleted or renamed.

### **Step 6:** Add Custom Branches

Create additional branches to route contacts based on specific criteria.

Each branch should include:

-   A clear **Branch Name** (e.g., “High Priority – Sales”)
    
-   A short description explaining when contacts should enter that path
    

Example:

Route to Sales if {{contact.engagement\_score}} > 60 OR company size is Large.

![Step 6: Add Custom Branches (image 6 of 8)](https://jumpshare.com/share/ZRdpyhh0a1xMIkhDmzRk+/Screen+Shot+2025-09-12+at+1.41.47+PM.png)

**Step 6: Add Custom Branches (image 6 of 8)**

This screenshot appears in the "Step 6: Add Custom Branches" section of "Workflow Action - AI Decision Maker". The text alongside this image reads: Route to Sales if {{contact.engagement_score}} > 60 OR company size is Large. This part of the guide covers 1 field, listed below. Immediately after, the guide continues: Click + New Branch to define additional routing paths.
- What this covers: Route to Sales if {{contact.engagement_score}} > 60 OR company size is Large.
- Fields: A clear Branch Name (e.g., “High Priority – Sales”)
- Controls: Branch Name
- Next: Click + New Branch to define additional routing paths.

Full procedure:

1. A clear Branch Name (e.g., “High Priority – Sales”)
2. A short description explaining when contacts should enter that path

### **Step 7:** Add More Branches

Click **\+ New Branch** to define additional routing paths.

Use clear naming and concise descriptions for each branch. This allows you to tailor follow-ups such as:

-   Discount offers
    
-   Product education
    
-   Case studies
    
-   Re-engagement campaigns
    

![Step 7: Add More Branches (image 7 of 8)](https://jumpshare.com/share/8aZdrSywTzpks0v6zWU2+/Screen+Shot+2025-09-12+at+1.43.52+PM.png)

**Step 7: Add More Branches (image 7 of 8)**

This screenshot appears in the "Step 7: Add More Branches" section of "Workflow Action - AI Decision Maker". The text alongside this image reads: Discount offers Product education Case studies Re-engagement campaigns. This part of the guide covers 4 fields, listed below. Immediately after, the guide continues: Once all instructions and branches are configured, click Save Action.
- What this covers: Discount offers Product education Case studies Re-engagement campaigns
- Fields: Discount offers, Product education, Case studies, Re-engagement campaigns
- Controls: + New Branch
- Next: Once all instructions and branches are configured, click Save Action.

Full procedure:

1. Discount offers
2. Product education
3. Case studies
4. Re-engagement campaigns

### **Step 8:** Save the Action

Once all instructions and branches are configured, click **Save Action**.

The workflow will now automatically evaluate contacts and route them based on AI-driven decision logic.

![Step 8: Save the Action (image 8 of 8)](https://jumpshare.com/share/8wbPvJBdqIUuxcoNJKXl+/Screen+Shot+2025-09-12+at+1.46.30+PM.png)

**Step 8: Save the Action (image 8 of 8)**

This screenshot appears in the "Step 8: Save the Action" section of "Workflow Action - AI Decision Maker". The text alongside this image reads: The workflow will now automatically evaluate contacts and route them based on AI-driven decision logic. Immediately after, the guide continues: Use AI Decision Maker to evaluate website form submissions.
- What this covers: The workflow will now automatically evaluate contacts and route them based on AI-driven decision logic.
- Controls: Save Action
- Next: Use AI Decision Maker to evaluate website form submissions.

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## **Popular Use Case**

### **Spam Submission Detection**

Use AI Decision Maker to evaluate website form submissions.

1.  Route form details into the AI Decision Maker.
    
2.  Instruct the AI to classify submissions as spam or authentic.
    
3.  Provide examples of spam to improve classification accuracy.
    
4.  Create opportunities only for legitimate submissions.
    

This reduces manual review and protects pipeline quality.

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## **Frequently Asked Questions**

**Q: How does the AI decide where to send someone?**

The AI reads your instructions and evaluates the included contact data to determine the most appropriate branch.

**Q: What if someone doesn’t match any rules?**

They are automatically routed to the Default Branch.

**Q: Can I delete or edit the Default Branch?**

No. The Default Branch is permanent and ensures fallback routing.

**Q: How do I check where a contact went?**

Use the **Execution Logs** tab within your workflow to review routing paths.

**Q: Can I use data from forms or surveys?**

Yes. Include variables from previous workflow steps using the variable picker.

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    [  
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Documentation for GHL Customer Care. Support: support@ghlcustomercare.com