Proactive
Let the agent reach out on its own: to signed-in users it knows, and to anonymous website visitors whose browsing shows intent. It stays quiet when it has nothing useful to say.
Both surfaces are off by default. Enable each independently per agent, then publish so the live agent picks up the change.
Enable proactive engagement
- Open the agent in the builder and go to the Proactive tab.
- Turn on Signed-in users, Website visitors, or both.
- Set when to consider reaching out, optional guidance, and delivery for each surface you enable.
- Save the draft and publish.
Unlike the Email tab, Proactive settings ride the normal draft/publish flow.
Signed-in users
Identified contacts: a first-session welcome, or a nudge when they come back after being away. The agent can use their account, objectives, CRM, and product data.
The agent only considers identified contacts, at most once per day each. It always reviews a contact's first identified session.
| Setting | What it does |
|---|---|
| Minimum time away before a return counts (hours) | A contact coming back after at least this long triggers a review. Default 12 hours (1–720). |
| Stop after this many unanswered messages | Once this many proactive messages in a row get no reply, the agent stays quiet until the contact says something. Default 3 (1–20). |
Guidance
Tell the agent who to reach out to, when to stay quiet, and what a good
message looks like. Type @ to reference data-capture fields, objectives,
lifecycle stage, skills, tools, or teammates — references resolve to live
values when the agent decides.
A contact outside this guidance is always skipped. Leave the field empty to use the default behavior: nudge only when there is a specific, useful next step.
Example: “Only send proactive messages to contacts whose @ lifecycle stage is Trial. Focus every nudge on the next incomplete onboarding objective. Never message admins about billing.”
Delivery
Messages are sent as a normal conversation from this agent. If the contact is online they see it immediately; otherwise it opens on their next visit.
Turn on Email when offline to send the message by email instead when the contact is not in the product. That requires this agent's Email channel to be enabled. Replies come back to the agent as an email conversation.
Proactive conversations appear in Sessions with Started By → AI. You can also review the messages the agent sent — and whether the contact replied — on that person's contact profile.
Website visitors
Anonymous visitors whose browsing shows buying intent — the same warm visitor signal used for identification. The agent sees what they did on the site, not who they are.
The agent considers a visitor when they turn warm, and again when they come back after being away. At most once per visitor per day. Known contacts stay on the signed-in rules above.
| Setting | What it does |
|---|---|
| Minimum time away before a return counts (hours) | A warm visitor coming back after at least this long triggers another review. Default 12 hours (1–720). |
| Stop after this many unanswered messages | Once this many messages in a row get no reply, the agent stays quiet until the visitor says something. Default 2 (1–20). |
| Daily limit (reviews per day for this agent) | Caps how many warm visitors the agent considers per day. Default 50 (1–1000). |
Guidance
Tell the agent when to reach out, when to stay quiet, and what a good opener
looks like. The agent has only browsing behavior to go on, so @ references
to contact data do not apply here.
A visitor outside this guidance is always skipped. Leave the field empty to use the default behavior: reach out only when the pages they viewed give the agent something specific to offer.
Example: “Only reach out to visitors who viewed pricing or a comparison page. Offer to answer the question that page raises and point them at the right plan. Never mention that we can see their browsing history.”
Delivery
Messages are sent as a normal conversation from this agent. If the visitor is still on the site they see it immediately; otherwise it opens on their next visit. There is no email fallback — anonymous visitors have no email.