Who Speaks First - Decision Table
| 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.
Recommendation (Important)
👉 Inbound calls → Customer starts first👉 Outbound calls → AI starts first
Why This Matters
Wrong configuration can lead to:- AI talking over the user
- Awkward silence at call start
- Confusing conversation flow
What Actually Happens
- AI starts first → Agent speaks immediately after connection
- Customer starts first → Call stays silent until the user speaks