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AI Employees reach customers through automations — not by sitting on a channel alone. Once a channel is connected and an automation includes an AI Employee action, the employee becomes a step any workflow can hand a conversation to.

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The flow

  1. Trigger fires — for example, a new incoming message on WhatsApp, or a reopened chat.
  2. Automation runs — the workflow executes its steps for that contact.
  3. AI Employee action — a node selects the channel, employee, and optional per-automation context.
  4. Employee replies — using its identity, content, and capabilities to respond in the thread.
  5. Exit point fires (optional) — when a condition matches, the AI step ends and the automation branches — handoff, close, follow-up, and so on. See Use exit points in automations.
  6. Next steps — assign chat, notify a teammate, send a message, or close, configured on the branches after the AI Employee node.
AI Employee automation flow

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What the employee does not control

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Before going live

  1. Configure the employee in AI Employees.
  2. Test in the Playground and set it live.
  3. Add the employee to an automation and publish.
AI Employees complement automations and your inbox — automations orchestrate when an employee runs; the inbox is where humans take over after handoff.