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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.

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  1. Key Benefits of AI Decision Maker
  2. How To Set Up AI Decision Maker
  3. Step 1: Choose or Create a Workflow
  4. Step 2: Add the AI Decision Maker Action
  5. Step 3: Write Clear AI Instructions
  6. Example Instruction
  7. Important
  8. Step 4: Add Additional Context
  9. Example
  10. Step 5: Default Branch
  11. Step 6: Add Custom Branches
  12. Step 7: Add More Branches
  13. Step 8: Save the Action
  14. Popular Use Case
  15. Spam Submission Detection
  16. Frequently Asked Questions
  17. Related Articles

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.

TABLE OF CONTENTS

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.

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) What this shows Log into your sub-account. What this shows Illustrates the "Step 2: Add the AI Decision Maker Action" section of "Workflow Action - AI Decision Maker". 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. Image 1 of 8 What to clickLog 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.
Buttons and menus referenced +AI ActionsAI Decision MakerAction Name
Next stepEnsure 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.
All 4 steps in this 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) What this shows Use a clear Action Name to keep branching-heavy workflows organized. What this shows Illustrates the "Step 2: Add the AI Decision Maker Action" section of "Workflow Action - AI Decision Maker". 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. Image 2 of 8 What this coversUse a clear Action Name to keep branching-heavy workflows organized.
Buttons and menus referenced +AI ActionsAI Decision MakerAction Name
Next stepUse the Instructions field to describe how contacts should be routed.
All 4 steps in this 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:

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) What this shows Contact details: {{contact.email}}, {{contact.phone}} Custom fields: {{contact.lead_score}}, {{contact.company_size}} Tags… What this shows Illustrates the "Important" section of "Workflow Action - AI Decision Maker". 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. Image 3 of 8 What this coversContact details: {{contact.email}}, {{contact.phone}} Custom fields: {{contact.lead_score}}, {{contact.company_size}} Tags: {{contact.tags}} Data from prior steps (forms, surveys, etc.)
Fields in this part of the guide Contact details: {{contact.email}}, {{contact.phone}}Tags: {{contact.tags}}Data from prior steps (forms, surveys, etc.)
Next stepUse the Additional Context field to provide supporting information that improves AI accuracy.
Example values
Tags: {{contact.tags}}
new-patient, referral

Illustrative values showing the expected format. They are not read from the screenshot.

All 4 steps in this 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) What this shows Providing structured context improves routing accuracy. What this shows Illustrates the "Example" section of "Workflow Action - AI Decision Maker". 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. Image 4 of 8 What this coversProviding structured context improves routing accuracy. Next stepThe 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) What this shows This branch prevents contacts from getting stuck. What this shows Illustrates the "Step 5: Default Branch" section of "Workflow Action - AI Decision Maker". 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. Image 5 of 8 What this coversThis branch prevents contacts from getting stuck.
Fields in this part of the guide The branch name is locked as “Default Branch.”
Buttons and menus referenced Default Branch
Next stepCreate additional branches to route contacts based on specific criteria.
All 3 steps in this 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) What this shows Route to Sales if {{contact.engagement_score}} > 60 OR company size is Large. What this shows Illustrates the "Step 6: Add Custom Branches" section of "Workflow Action - AI Decision Maker". 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. Image 6 of 8 What this coversRoute to Sales if {{contact.engagement_score}} > 60 OR company size is Large.
Fields in this part of the guide A clear Branch Name (e.g., “High Priority – Sales”)
Buttons and menus referenced Branch Name
Next stepClick + New Branch to define additional routing paths.
All 2 steps in this 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) What this shows Discount offers Product education Case studies Re-engagement campaigns What this shows Illustrates the "Step 7: Add More Branches" section of "Workflow Action - AI Decision Maker". 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. Image 7 of 8 What this coversDiscount offers Product education Case studies Re-engagement campaigns
Fields in this part of the guide Discount offersProduct educationCase studiesRe-engagement campaigns
Buttons and menus referenced + New Branch
Next stepOnce all instructions and branches are configured, click Save Action.
All 4 steps in this 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) What this shows The workflow will now automatically evaluate contacts and route them based on AI-driven decision logic. What this shows Illustrates the "Step 8: Save the Action" section of "Workflow Action - AI Decision Maker". 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. Image 8 of 8 What this coversThe workflow will now automatically evaluate contacts and route them based on AI-driven decision logic.
Buttons and menus referenced Save Action
Next stepUse AI Decision Maker to evaluate website form submissions.

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.

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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