Your AI SDR agent can now be given specific instructions for how she greets and nudges website visitors, called pounces. Write your guidance once in the Conversation guide, and reference visitor fields directly in it so the message your agent sends adapts to whoever is actually on the page.
What are pounces
A pounce is a message your AI SDR agent sends to a website visitor without the visitor having spoken first. There are three types you can now write instructions for:
- Initial pounce: the first text message sent when a visitor lands on a page with an active conversation.
- Scroll pounce: a nudge tied to a specific section of the page, sent when the visitor scrolls that section into view.
- Idle follow-up pounce: a nudge sent after the visitor has been inactive on the page for a short time, as long as a scroll pounce hasn't already fired.
There's also a voice greeting, the first spoken line your agent uses when a conversation moves into voice or video mode. This greeting isn't part of the new customization described here; It's a fixed line intended to keep load times fast.
What shapes your agent's pounce messages
Pounce messages are generated using a combination of the instructions you provide and the context available about the visitor.
Your Company and brand guide contributes your company name, description, and tone. Your Conversations guide contributes your conversation design and writing style instructions, including any pounce-specific guidance you add. Your Guardrails guide contributes any rules your agent should follow across every channel.
On top of your instructions, your AI SDR agent also draws on what's known about the visitor, such as their name, company, and past activity, as well as the content of the page they're currently on, to make each pounce feel relevant to that specific visitor.
Writing instructions for pounce behavior
- In Agent Studio, go to Guides and open the Conversations section.
- In the Conversation design and style field, add instructions describing how you want your agent to greet and nudge visitors across initial, scroll, and idle follow-up pounces.
- Reference visitor data fields directly in your instructions, for example by name like "industry," so the message your agent generates adapts to each visitor automatically.
- Save and publish your changes.
How prior pounces are handled
Your AI SDR agent also has access to pounces it has already sent to a visitor, so it can avoid repeating itself. If your instructions or the available context aren't a good fit for a given moment, your agent may choose not to send a pounce at all, or to send a partial one, rather than forcing a message that doesn't fit.
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