Clomni

When the AI agent writes to a customer first: proactive messages

Last updated: 4 November 2026 · 6 min read

Usually the AI agent answers when a customer writes. On the “Proactive messages” page you choose when the agent writes to a customer on its own. Administrators see the page.

Steps

  1. 1

    Open the page

    Open “Clomni AI”, click the agent in the “AI agents” list and choose “Proactive messages” in the menu on the left.

  2. 2

    Triggers

    Each trigger is a row of the table: a switch, a time and a message instruction.

    • “Meeting reminder”: writes 1, 2, 3, 6, 12, 24 or 48 hours before a meeting the agent itself booked in the conversation. Not for a meeting a teammate booked. When the meeting was cancelled or moved, no reminder goes for the old time.
    • “Date reminder”: writes the number of days you pick before a date attribute of the contact, “Payment date” say, at the hour you pick. The agent writes only to a customer it talked to before, in their latest conversation.
    • “Unfinished conversation”: writes once to a customer who asked about a price, an order or a booking and went quiet. It is the same setting as “Follow-up” on the “Handoff and closing” page.

    To add a trigger, press “Meeting reminder” or “Date reminder” at the top. A meeting reminder needs Google Calendar connected, and a date reminder needs a date attribute on contacts.

  3. 3

    Who writes the message

    In “Message instruction”, write what the agent should say, for example “remind them of the time and the address”. The agent writes the message itself from this instruction, in the conversation's language. When the conversation shows the reminder is not needed, the agent does not write.

  4. 4

    Everything starts off and works once published

    Every trigger is off, in new agents and in agents made before. Switching a trigger on or changing it goes into the draft. Only a published trigger writes to customers, so press “Publish” at the top after a change.

  5. 5

    Channel rules

    • On Instagram and Messenger nothing is sent when the customer has not written for over 24 hours.
    • On WhatsApp, after 24 hours only the approved template picked in the trigger goes. Give each variable of the template a value; a value can use {{ad}} (the first name), {{tarix}} (the date) and {{saat}} (the time). With no template picked, nothing is sent and the journal says why.
    • The agent does not write into a conversation a teammate has taken or that was given to the team.
    • A customer never gets the same reminder twice, and never a second proactive message within an hour.
    • When the agent has working hours, the message goes within them.

    The calendar integration has a reminder of its own. With both on, the customer gets two reminders.

  6. 6

    Journal

    The bottom of the page lists the latest messages: when, the customer, the trigger and the result. For one that was not sent it says why, for example “the 24 hours have passed” or “no WhatsApp template”. The conversation also shows a note such as “Aysel reminded the customer of their meeting”.