Set up an AI classifier automation

Use AI classifiers to automatically categorize incoming messages and streamline your workflow.

AI classifiers are advanced AI models that analyze large volumes of data based on specific prompts. After identifying a message's context, the AI triggers the automation rules you've defined — like applying topics or tags, auto-resolving the conversation, or sending the conversation to your CRM.

You can add an AI classifier when you create a new automation in Inbox or add one to an existing automation. When adding an AI classifier, you can choose from one of the following templates:

• Response recommended: This is a predefined prompt that identifies messages related to your products, operations, or customer service. It matches messages that need your attention, and filters out irrelevant noise.
• Custom prompt: This option allows you to build your own logic. You define exactly what the AI should look for and what action it should take. To learn how to write effective prompts, check out our AI Classifiers in Inbox course in the Hootsuite Academy.

You can have up to five AI classifiers active at once. To see how many you're currently using, check the status on the Automations page.

Create a predefined AI classifier automation

Use the predefined “Response recommended” AI classifier to categorize incoming messages that need attention from your team. The automation applies the “Response recommended” topic to conversations that the AI classifier identifies, but you can add more actions (like applying a tag) for the system to take.

Note: We recommend adding a tag action to every AI classifier automation. Since tags attach to individual messages rather than conversations, you’ll get more granular data for reporting. Learn more about creating tags.

1. In Inbox, select Settings, and then select Admin settings.
2. Expand Routing and automation, and then select Automations.
3. Select Add automation.
4. In the Response recommended tile, select Use template.
   
5. The first condition is prefined. You can add as many conditions (AND) and alternative conditions (OR) as you need if you want to refine the rule further.
6. (Optional) Verify that the classifier will match messages as expected. Select Test classifier, choose a channel from the list, enter a test message, and the select Run test.
   
7. The first action is predefined to apply the “Response recommended” topic. Select Add action to choose any additional actions you want the automation to take.
8. Select whether you want to save your new automation as a draft or save and activate it right away.

Create a custom AI classifier automation

You can create your own AI prompt to categorize incoming messages and define the actions the system should take on messages that match the classifier.

1. In Inbox, select Settings, and then select Admin settings.
2. Expand Routing and automation, and then select Automations.
3. Select Add automation.
4. In the Add custom classifiers tile, select Use template.
   
5. Enter a name for your automation, and then select Add classifier.
6. Select Custom from the list. Enter a name for the classifier, enter your AI prompt, and then select Add classifier.

   Tip: AI prompts should be short and descriptive. Check out our AI Classifiers in Inbox course in the Hootsuite Academy to learn how to create effective AI prompts.

7. (Optional) Verify that the classifier will match messages as expected. Select Test classifier, choose a channel from the list, enter a test message, and the select Run test.
   
8. (Optional) Select Add condition to add more conditions (AND) and alternative conditions (OR) if you want to refine the rule further.
9. Select Add action to choose the action you want the automation to take when your AI classifier matches a message.
   We recommend applying a tag to messages matched by the AI classifier for more in-depth reporting. Learn more about creating tags.
10. Select whether you want to save your new automation as a draft or save and activate it right away.