AI actions - Categorize text

Important: 
  • The AI actions feature is available only when the feature is selected in the AI features for the tenant.

  • AI Actions have input limits to ensure safe and predictable results. Each action that analyzes or extracts information from text can process up to 100,000 characters and up to 1,000 repetitive pattern occurrences. Any input that exceeds these limits will not be processed. Some actions that only convert documents or images to text without analyzing the content, do not enforce these limits.

Use the Categorize text action A tool for building the processes, logic, and direction within workflows. Actions are the steps the workflow performs to complete a process. to classify incoming or generated text into predefined categories. The action follows the category list and descriptions you provide and returns the best-matched category in a variable. You can then use this output to route items, trigger follow-up actions, or streamline reporting.

For example, you might receive customer support emails that need to be routed to the right team. Use the Categorize text action to evaluate the content of each email and categorize it into topics such as refund, replacement, issue, or delay. The action returns the matching category and its description, which you can use to assign the item to the correct support queue.

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Configure the Categorize text action

  1. Add the action to the workflow and open the action configuration panel. For more information, see Add an action to the workflow.

  2. Enter the text you want to categorize or insert a variable that contains the text in the Text to categorize field.

  3. Click Add new category.

  4. Type or insert variables that contain name and description in the Category name and Description field.

    Note: To delete a category, click on the next to the category you want to delete.

  5. Select or create a variable in the Category field to store the result.

AI actions - Categorize text action fields and settings

Section Field Description

Variable
(Unlabeled) Text to categorize The text input to categorize.

Text
Categories Add new category

Creates a new category entry for the action.

 NA
  Category name Name of the category. Text
  Description Description to identify the category. Text
Output Category

Stores the categorized text as an object with the following variables:

  • Category name: Text variable to store the matched category name.

  • Description: Text variable to store the description of the matched category.

The output language matches the language of the input text.

Object