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Rebuild previous Workflow automation as an AI Agent that can understand the ticket, use business data, take approved actions, and follow up.

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Build the replacement

1

Open AI Agents

Go to AI Agents and start with Ask Torben.
2

Describe the support job

Provide the old trigger, branches, actions, reply guidance, delays, and approval requirements. Describe the customer outcome instead of copying node-by-node logic.
3

Choose the agent role

Use a specialist for one focused job. Add broad multi-topic routing policy to the existing First Level router instead of creating a second router.
4

Review and test

Check instructions, actions, trigger scope, and approvals. Test examples that previously followed different branches.
5

Activate gradually

Start with a controlled ticket scope. Review run history, correct gaps, and expand after the replacement is reliable.

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What belongs in Rules

Use Rules only when both the condition and the change are exact, such as adding a tag for one known channel. If the automation must understand a request, choose among paths, communicate, wait, or use business data, keep it in an AI Agent. For the recommended setup, see Router and specialists and Skills and actions.