Proactive
Let the agent reach out to known contacts on its own — a first-session welcome, or a nudge when they come back. It stays quiet when it has nothing useful to say.
Proactive engagement is off by default. Enable it 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 Enabled.
- Set when to consider reaching out, optional guidance, and delivery.
- Save the draft and publish.
Unlike the Email tab, Proactive settings ride the normal draft/publish flow.
When the agent considers reaching out
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). |
Proactive conversations appear in Sessions with Started By → AI.
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.