Increase user engagement up to 10×

Based on our experiments, we’ve found that using a prominent, human, animated avatar together with context-aware prompts can improve conversion rates by up to 10×.

What drives higher engagement?

• A Spotlight Avatar with a human animated video
• Rectangular avatar format for higher visibility
• Context Awareness to understand where the user is
• Context-rich starter questions tailored to the page content
• Agent Initiative to display the first prompt automatically (Live Chat only)

Combining these creates an experience that feels more personal, more helpful—and more likely to convert.

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How to set this up

Where to enable the Spotlight Avatar

1. Go to your agent’s Personalize section.

2. Click on the Advanced tab.

3. Scroll down and find the Spotlight Avatar setting. and enable the setting to turn on Spotlight Avatar.

👉 Learn more about Spotlight Avatar

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Upload animated human video to Spotlight Avatar

1. Under Spotlight Avatar, click Upload an image.

2. Select a video with a human spokesperson and save the changes.

👉 Learn more about Spotlight Avatar

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Set avatar shape to rectangular

Change Avatar Shape to Rectangular.

👉 Learn more about Spotlight Avatar

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Enable Context Awareness

1. On the right side of your selected agent, click Actions.

2. Find Context Awareness and toggle it On to activate the feature.

👉 Learn more about how to enable Context Awareness

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Enable context-rich starter questions

1. Navigate to your CustomGPT dashboard, and in the right sidebar click Personalize.

2. Click the Conversation tab.

3. Toggle the setting On to enable Context‑rich starter questions.

👉 Learn more about Context‑rich starter questions.

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If using Live Chat, enable Agent Initiative

1. Navigate to your CustomGPT dashboard, and in the right sidebar click Deploy.

2. Click the Settings icon.

3. Scroll down to the Agent behavior section and toggle on Prompt user with a Starter Question. Make sure you have at least one starter question. See the Starter question guide to learn more.

👉 Learn more about Prompt user with a Starter Question

Once enabled, these features work together to make your agent more visible, personal, and proactive, leading to increased user engagement and stronger conversion outcomes.