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Details

At present, Inbound Agents can perform three distinct actions during a call:

1. Real Time Booking — Schedules meetings on connected GHL calendars during live calls.
2. Call Transfer — Forwards live calls to phone numbers (real humans or other Inbound Agents).
3. Notify The Rep — Sends call summaries and context to internal email addresses.

These actions can be combined, used conditionally, or left off entirely depending on how you configure each agent’s behavior. This system allows you to replicate real-world call flow logic within your business using AI-powered workflows.

Each action can be managed via the “Manage Actions” button in the agent configuration panel.

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How to Access and Use the Feature

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Accessing Agent Actions

1. Navigate to the Home screen in your AVA Voice AI dashboard.
2. Click on an existing Inbound Agent or create a new one.
3. Once inside the Agent Configuration panel, scroll to the bottom and click “Manage Actions.”

From here, you’ll see the available options: Real Time Booking, Call Transfer, and Notify The Rep.

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1. Real Time Booking

This function allows your agent to schedule meetings directly into your GHL calendars.

How to Configure:

• Click “Manage Actions” > Real Time Booking
• Choose a GHL calendar to associate with this booking path
• Define when the booking should occur using conditional logic (e.g., “when the caller expresses interest” or “after they pass qualification”)

Use Cases:

• Route sales inquiries to your Sales Calendar
• Route tech support queries to your Tech Calendar
• Assign bookings to specific team members based on the caller’s intent

Testing Tip:

In-app test calls (browser-based) cannot execute real-time booking. You must test through a live phone call or via the Web Agent embedded on a website.

Important Notes:

You can connect up to 10 calendars per agent. Only GHL Round Robin calendars are supported at this time.

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2. Call Transfer

The Call Transfer action lets your AI receptionist pass a call to another phone number - whether that’s a real human or another specialized AI agent.

How to Configure:

• Go to Manage Actions > Call Transfer
• Input the phone number to transfer to (e.g., +11234567890)
• Define when the transfer should happen
• Enter the phrase the agent should say before transferring (e.g., “Let me connect you to someone who can help.”)

Use Cases:

• Transfer sales calls to the Sales Team
• Route urgent matters to a Manager
• Connect leads to a Human Closer
• Build AI teams (e.g., Receptionist → Sales Agent → Billing Agent)

Important Notes:

Call Transfers are not supported in Web Agent mode. They can only be triggered during phone calls made to a number associated with the agent. Once a call is transferred, the call recording ends for security and privacy compliance.

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3. Notify The Rep

The Notify The Rep function emails a detailed call summary to specified email addresses after every call.

How to Configure:

• Go to Manage Actions > Notify The Rep
• Input up to 10 email addresses
• Save changes

Each email includes:

• Caller name & number
• Time of call
• Agent name
• Call summary
• Call sentiment
• Transcript
• Call recording URL

White Labeling Compatibility:

If white labeling is enabled, these emails will reflect your custom branding (logos, company name, email address).

Important Notes:

This is an internal notification and not intended for sending confirmation emails to callers. For caller confirmations/reminders, use GHL automations.

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Key Benefits

• Full Call Flow Automation: Replace human intake roles with scalable, consistent AI Agents.
• Personalized Call Routing: Dynamically route callers based on intent, qualification, or urgency.
• Increased Conversion Efficiency: Eliminate delays in follow-up or manual calendar management.
• Real-Time Visibility: Notify internal teams instantly with summaries and transcripts.
• Scalability: Configure and deploy AI receptionists without needing to hire or train new reps.

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Notes & Additional Considerations

• In-app test calls do not support agent actions. To test bookings, transfers, or notifications, place a real phone call.
• Calendars must be active and marked as “Round Robin” in GHL for best compatibility.
• The calendar must belong to the same GHL account connected to the AVA project.
• **Notify The Rep emails are branded **thinkrr.ai unless you’ve configured a custom email domain via the White Label settings.
• Web Agents cannot transfer calls, even if a phone number is attached.

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FAQs & Troubleshooting

For additional questions or guidance, try using our Virtual Support Agent! Available 24/7 to help resolve most issues quickly at thinkrr.ai/support.

If you still need assistance, visit our support site at help.thinkrr.ai and submit a Ticket or contact our team directly at hello@thinkrr.ai.