Proactive Chat Router: Proactive Chats join the genAI conversation

Proactive chats let the AI Agent start the conversation - reaching out with a targeted message when a visitor lingers, hesitates, or lands on a page where they're likely to need help, instead of waiting to be asked. For example, when someone has been browsing your mountain bike collection for a couple of minutes, the Agent can open with "Not sure which bike is right for you? Tell me how you'll ride and I'll help you pick." - turning a hesitant browser into a guided sale.

What's changing

Proactive Chats were built in the scripted era, and until now they behaved like it. Clicking one dropped the customer straight into the target flow, skipping everything that normally opens a conversation: GDPR consent, interaction setup, greeting logic. Two entry points, two different starts.

This release moves Proactive Chats into the genAI interaction. It is one step in a longer effort: bringing every scripted feature into the same conversation model your AI agent already runs on.

Flows gets a new block, Proactive Chat Router. It does one thing. It recognizes that a conversation was opened by a specific Proactive Chat and hands it to the flow attached to that chat. The block runs only at interaction start. That is by design. Shared setup runs first, then the router sends the conversation where it belongs.

What you need to do

Nothing, for most of you.

If your AI Agent uses the System Interaction Setup, the Router is already in place. Proactive conversations start passing through consent, setup, and greeting logic automatically.

If you built a Custom Interaction Setup, add the Proactive Chat Router to it wherever your logic calls for it, after the steps every conversation should complete and before the point where a proactive chat should branch off to its flow.

Either way, your Proactive Chats keep working. The mapping from each proactive chat to its flow migrates automatically. You still manage that mapping where you always did, in the Proactive Chats module. The block has nothing to configure, it reads the mapping and gives you a button that opens Proactive Chats in a new tab.

Documentation

Updated documentation can be found here.