AI Agents - Active Engagement

Using the AI agent to "wake up" the lead after a period of inactivity.

Skill Configuration

To use the active engagement feature, it is necessary to enable this option on the agent. The time set in the settings of "Inactive Engagements" will be counted from the last message sent by the agent — that is, when it is waiting for a response from the lead.

In the settings, in the instructions field, you must specify how the agent should engage with the lead — for example, whether it should use a specific form of address, make some personalized reference, or recall relevant information. The part Limit by Condition, defines under which criterion this engagement should not happen, considering the support context and/or the lead's fields.

Agent Skills.

Active Engagement Settings.

The Active Engagement skill will only work if the lead sends at least one message to the agent.

Testing the Skill

As shown in the example below, after 30 minutes of inactivity on the part of the lead, he received the two previously configured engagement messages.

Support with Active Engagement.