What is the AI worker, and when should I use it instead of a workflow?

A worker is an AI that replaces a human role inside your CRM, such as a sales rep (an AI BDR) or an onboarding specialist. You give it instructions, point it at a pipeline (for example new sign-ups or sales leads), tell it when to work (for example Monday to Friday, nine to five) and which tools to use (email, calls, SMS). It looks at each contact and their activity and decides what to do contact by contact, like a person would.

For example, you can tell it to alternate call, email and text, not to use the same channel two days in a row, and to keep going until the person says stop or books an appointment. If a contact's notes say text only, it can decide to only text them. You can create as many workers as you like, such as a sales worker and a customer service worker.

A workflow is a fixed sequence of steps that is always the same, such as sending an email two days before a trial ends. Use a workflow for that kind of automation, because a worker would be overkill. Just ask the AI assistant to build the workflow.

A worker does not scrape or find leads. It works contacts already in your CRM. To find leads or build lists, ask the AI assistant, which has its own computer and can crawl websites and make a list.

Make sure contacts have opted in to calls, texts and emails. Contacting people without permission can cause serious legal problems.