Proactive Agents
Your AI agents don't wait. They act on the moment that matters, surfacing the right message to the right customer before the problem lands.
What's new
A new set of capabilities powering Proactive Agents
Real-Time Triggers
Monitor live signals such as abandoned carts, missed payments and flagged conversations, then fire the instant a threshold is crossed.
Channel-Aware Delivery
Every outreach picks the channel most likely to land: voice for urgency, email for follow-through, chat for in-session nudges.
Watchtower Integration
Plug directly into Watchtower's always-on monitoring layer. When anomalies are flagged, your agents are already composing the response.
REAL-TIME TRIGGERS
Act on the signals your customers send before they ask for help
Continuity across sessions
Agents retain full context of every prior interaction, so outreach feels like a follow-up, not a cold call.
Signal-specific insights
Each trigger carries enriched metadata: recency, severity, channel history, and predicted intent.
Governance built in
Rate limits, suppression windows, and compliance rules are enforced automatically across every fired action.
Abandoned Cart
$847
Missed Payment
3 days
Flagged Chat
CSAT 2/5
Agent fired
Email sent · 2 seconds ago
Illustrative example
CHANNEL-AWARE DELIVERY
Route every outreach to the channel that will actually land
Learn moreAOPs at the core
Agent Operating Procedures define channel logic once, and agents follow the rules at scale without manual review.
Call routing intelligence
High-urgency escalations are routed directly to live agents with full conversation context pre-loaded.
Personalized interactions
Every message is personalized using CRM data, behavioral signals, and product usage history.
Reply rate
84%
Avg reply time
4.2m
Illustrative example
WATCHTOWER INTEGRATION
Debug agent behavior before it reaches the customer
Learn moreFaster root cause diagnosis
Every agent action is logged with its triggering signal, decision rationale, and outcome, so you can search it in seconds.
Agent behavior transparency
See exactly what the agent saw, what it considered, and what it chose. No black-box inference.
Actionable guidance
Watchtower surfaces configuration changes that would improve agent accuracy based on historical outcomes.
Analysis
Agent reached out first and started a reship without human intervention. Trigger: carrier exception webhook.
Illustrative example