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Overview

When an inbound call or message is connected to an AI Agent, the conversation flow begins based on the Basic Settings. You can decide whether the AI Agent should greet the customer first or wait until the customer initiates the conversation.

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1. Agent Starts the Conversation

  • The AI Agent immediately begins with a greeting or opening prompt.
  • Useful when you want the agent to set the context of the conversation.
Hello, thanks for calling SigmaMind support. How can I help you today?

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2. Customer Starts the Conversation

  • The AI Agent waits silently until the customer speaks or sends a message.
  • Useful when you expect the customer to provide input first.
Customer says: “Hi, I need help with my order.” → Agent responds accordingly

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Use Cases

  • Agent First: Ideal for support hotlines, outbound campaigns, or when a structured introduction is necessary.
  • Customer First: Better suited for inbound calls where customers initiate the reason for contact, like helpdesks or self-service flows.
Choose Agent First when you want to control the flow and set expectations. Choose Customer First when flexibility and customer-led conversations are a priority.

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How to Configure

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1. Configure from Dashboard

1

Navigate to AI Agents

  • Go to the AI Agents section in your SigmaMind dashboard.
  • Select the agent you want to configure. Agents Dashboard
2

Open Settings

  • Click on the Agent Settings button within the agent details page. Agent Settings Button
3

Adjust Basic Settings

  • Under Basic Settings, choose either AI Start the Conversation or Customer Starts the Conversation.
  • Save your changes. Basic Settings
These settings control the first impression your Agent makes in customer interactions.