How to Configure Who starts the conversation

This setting controls who starts the conversation when the call connects.

Scenario	Setting to Choose	Why	What Happens
Outbound calls (you call user)	AI starts first	AI initiates the call	AI speaks immediately after call connects
Automated workflows	AI starts first	No user input expected	AI drives the conversation
Inbound calls (user calls you)	Customer starts first	Natural user behavior	AI waits, then responds
Support helpline	Customer starts first	Matches real-world flow	Avoids interrupting user

See where to 👉 Set First Message in Single Prompt Agent. The first message spoken by AI.

👉 Inbound calls → Customer starts first
👉 Outbound calls → AI starts first

Wrong configuration can lead to:

What Actually Happens