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Classic AI can trigger legacy workflows when a customer request matches the workflow’s AI prompt.
Fully move existing Classic AI and workflow automation to AI Agents over time. Follow the migration guide to replace one use case, prove it in a controlled rollout, and turn off overlapping triggers before expanding. Create an AI Agent, and use the Classic AI agent list or Workflows only during migration or for necessary maintenance.
Ongoing work on the ticket continues first. A matching legacy AI-guided workflow may start before a new AI Agent. Once an AI Agent owns the conversation, Classic AI backs off. See Routing and ownership for the exact behavior.

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Requirements

Before Classic AI can trigger a workflow:
  • the workflow must be published
  • the workflow must be active
  • the trigger node must use an AI trigger
  • the AI prompt must describe when the workflow should run
  • the workflow should be tested with realistic ticket examples
Workflow trigger settings with AI prompt field

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Write a good AI trigger prompt

Tell the AI exactly when to trigger the workflow and when not to trigger it.

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Best practices

  • Include positive and negative examples.
  • Keep each workflow focused on one task.
  • Test before publishing.
  • Use approval mode for sensitive actions.
Learn more in Workflows. For new automation, see the AI Agents overview.