Start with the work, not the tool
Write down the steps. Then ask three questions:
- Can every step be written down in advance? If yes, it's a workflow.
- Is there a step that needs judgment — reading a messy email, choosing a reply, classifying a document? That step calls AI.
- Is there an established product that already does exactly this? If it's cheaper than building and fits your stack, buy it.
A typical SMB design
| Part | Tool | Why |
|---|---|---|
| Trigger and routing | Make or n8n | Reliable, auditable, easy for staff to monitor |
| Judgment steps | Claude or another model via API | Classification, extraction, drafting |
| Source of truth | Your CRM, accounting, or a Google Sheet | Staff keep facts current without touching the AI |
| Oversight | Dashboard plus a monthly sample | Proof it's working |
Red flags
- A "fully autonomous agent" pitched for work that follows a checklist.
- Custom code for something a workflow tool handles well.
- Any build with no test set and no one assigned to own it.