Your Conversation AI agents can now start the conversation, even when the customer hasn't messaged you. The moment something happens in your CRM (a form is submitted, a lead ad comes in, a call is missed, a tag is added, an appointment is booked or a deal moves stage), your agent reaches out first with a personalised message, follows up automatically when the customer goes quiet, and books the appointment for you.
Everything is set up inside the agent. There are no workflows to build or maintain.
Key Capabilities
- Multiple triggers that start a conversation: Set them up in the agent under Deploy → Outbound → Triggers: Form submitted, Facebook or Instagram lead form, Google lead form, TikTok lead form, Contact created, Contact tag added, Appointment booked or confirmed, Opportunity created or moved and Missed call.
- Fire exactly when you want: Narrow each trigger down to the pipelines, stages and statuses, the tags, the missed-call outcomes, or the forms and pages you pick. Every trigger has an Enable trigger switch, so you can pause it without losing the setup.
- A personalised opening message for every contact: The trigger and the contact's details flow into the first message, guided by the agent's Outbound opening message. A missed call gets a text-back, a form gets a reply about what was asked, and a stage change gets a follow-up about that deal.
- It auto follows up: With the agent's Auto Follow-up, the agent sends up to 5 follow-ups per conversation, each on its own timing, when the contact stops replying, says they're busy, or asks to be contacted later. Follow-ups are written by the AI in context, use your own message, or trigger a workflow.
- Inbuilt working hours: When a trigger fires outside the agent's working hours, the first message is held and sent automatically at the next opening. A lead at 2 AM gets a text at 9 AM, never in the middle of the night.
- A new Outbound home in every agent: The agent's Deploy tab is now split into Inbound and Outbound, with Channels & activation, Triggers and Working hours in one place.
- New Outbound dashboard: The Conversation AI dashboard now has an Inbound / Outbound switch. See Total Unique Contacts, Total Messages and Average Messages per Contact against last month, contacts reached day by day, contacts and messages by trigger type, and every conversation the agent started, with its AI summary and thumbs up / down feedback. Filter by channel, date range and agent.
- Safe and compliant by default: Do Not Disturb contacts are skipped, an AI disclaimer is added to every first message, and outbound only runs on agents activated with a sending number and compliance confirmation.
What You Can Do With It
- Speed to lead: text new leads within seconds of a form or lead ad.
- Stale lead follow-ups: re-engage leads and deals that went quiet.
- Missed call follow-ups: text back every missed call and book the job.
- Old lead reactivation: bring dormant leads back into a conversation.
- Appointment reminders and rescheduling: confirm, remind and rebook automatically.
- And many more: any moment in your CRM can start a conversation.
How to Get Started
- Enable Conversation AI | Outbound AI Agents under Settings → Labs.
- Set up your agent: in AI Agents → Conversation AI, create an agent, write its prompt and Outbound opening message, add Auto Follow-up and Appointment Booking, and set Mode to Auto-Pilot.
- Activate outbound: go to Deploy → Outbound → Channels & activation, pick a sending number, confirm SMS compliance and click Activate outbound.
- Add triggers: go to Triggers → Add trigger, search for the event, set its filters, keep Enable trigger on and click Save trigger.
- Set working hours: in Working hours, choose when first messages may go out.
- Watch it work: in AI Agents → Conversation AI → Dashboard, switch to Outbound.
Important Notes
- Channel: outbound messages from triggers are sent over SMS.
- One trigger of each type per agent.
- Agent assignment: once an agent reaches out to a contact through a trigger, that agent is assigned to the contact and handles the conversation from then on.
- Multiple triggers mean multiple outreaches: if several triggers fire for the same contact (for example a form, then a tag), each one starts its own outreach. This includes messages held by working hours, which are still sent at the next opening.
- Working hours: trigger messages that fire after hours are held and sent at the next opening.
- Follow-ups: sent according to the agent's Auto Follow-up settings until the contact replies.
- Dashboard: follow-up messages count in the totals; the trigger-type breakdown counts the first outreach of each conversation.
- Compliance: Do Not Disturb contacts are skipped, and an AI disclaimer is added to every first message.
Coming Soon
- Messages that know the customer: opening messages that use the contact's CRM data (opportunities, deal stage and value, notes and appointments).
Availability
Outbound AI Agents with Triggers is available in Labs. Enable it under Settings → Labs → Conversation AI | Outbound AI Agents. The same switch also turns on AI Campaigns on the Contacts page.
