New 6/13/2026 Stefano Bagnatica

1

Votes

"Generate Reply with AI" automation rule - Avoid adding reply when AI response is empty

I tried adding this custom instructions:

If a follow up by an human operator is needed, add an internal tech-only note with a brief summary of the conversation and the action needed, and return an empty response (so no automatic reply is given to customer).

When using "Generate Reply with AI" automation rule, GPT understand this rules, add an internal note for operators, and returns an empty response, but the automation rule still insert an empty comment.

Instead, the automation rule should avoid adding the comment if the AI response is empty.

Max 6/13/2026 3:27 AM Tech

AI doesn’t have an ability to add tech-only notes at the moment