Configure Agent Initiative behavior

What is Agent initiative?

Agent initiative displays your first starter question visually next to the chat avatar, encouraging users to start a conversation quickly.

If you haven’t enabled it yet, see Agent initiative: how to enable and configure for step-by-step setup.

Customize how Agent initiative works

Once Agent initiative is enabled, you can fine-tune how it behaves using two settings.

• Automatically start the conversation

This setting defines what happens when a visitor clicks on the initiative prompt.

Enabled (default): The prompt is submitted immediately, and the conversation starts without extra steps. This creates a smooth experience and maximizes engagement.

Disabled: The agent opens, but the prompt is not submitted automatically. Visitors can choose whether to use that question or pick another. This gives them more control before starting.

• Hide prompt from the Starter Question list

This setting determines whether the initiative prompt also appears in the agent’s starter question list.

Enabled: The initiative prompt does not appear again in the starter question list. This avoids duplication and keeps the list focused.

Disabled (default): The initiative prompt appears both as the clickable initiative and in the starter question list. This increases visibility for important questions.