Proactive Chat: AI that reaches out first
Picture this: An order is clearly delayed – your system knows it. The customer knows it too. But they still have to dig through your help center, hit chatbot dead ends, and repeat their issue three times before someone helps.
A storm is about to ground flights – your system sees the alerts. But even your premium travelers have to contact you first to explore their options.
A long-time subscriber hasn’t logged in for 4 months. You do nothing, until they hit “Cancel.”
A driver’s license is about to expire. But your AI stays quiet – until the platform blocks the user.
The frustration? Totally avoidable. The data? Already in your hands.
And yet, nothing happens.
Most AI agents just wait – sitting quietly until a customer raises their hand. By then, it’s too late. They’re already frustrated. Already thinking about leaving.
What if support moved first? What if your AI reached out before your customer did?
What’s new
Proactive Chat gives the AI agent the power to move first, reaching out before frustration builds, before churn begins, before a ticket even exists.
With Proactive AI agents, you can now:
Detect key signals using real-time triggers based on user behavior, system events, or external APIs/webhooks.
Engage across channels: Activate proactive messages simultaneously across in-app chat, SMS, WhatsApp, and more – wherever your users are.
Deliver personalized, contextual messages. Use customer-specific data and historical context to tailor every message. Making it feel timely, relevant, and human.
Each proactive AI interaction is built on three core components:
Dynamic conditions. Define real-time triggers based on user attributes, activity, delivery status, or system events. Decide when, why, and how the AI should engage first.
Prior knowledge. Leverage existing context like VIP status, past purchases, or usage patterns to personalize messaging and build trust instantly.
Channel orchestration. Choose where and how many channels to activate. From a single message to a coordinated multi-channel experience delivered simultaneously.
Why it matters
Reactive support puts your business on defense. Proactive AIÂ chat flips the script, helping you intercept issues early, reduce ticket volume, and build customer trust before frustration sets in. With Proactive Chat, you can:
Reduce inbound volume and cut operational costs
Prevent churn by engaging high-risk users early
Drive conversion by stepping in when intent is high
Turn support into a brand moment, not a damage control effort
And your team stays in full control – defining triggers, copy, timing, and performance tracking in one place.
Proactive Chat is how modern support gets ahead of problems. Now available on Sendbird AI agent for customer service. Contact us to learn more.