Agency Onboarding

After purchasing your agency plan:

• Check your inbox for an email from AVA. Your email for you AVA account should be the same as the main agency account in GHL you intened to associate it with.

• Click the “Set Your Password” link to create your login credentials. This will take you to the Ava onboarding environment.

You’ll start by selecting a phone number for your voice agent:

• Choose from existing numbers (if any)

• Or click “Create New Number”

  • Enter your area code
  • Select a number from the list
  • Confirm and continue

Click “Connect” to begin the GHL integration:

• Authorize AVA to access your GHL agency account

⚠️ Important: You must connect your primary agency account in GoHighLevel — this will also serve as your primary subaccount in AVA.

To verify you are connected to the correct account:

1

Open the Team Section

Click “Team” or “My Staff” (if using NIKO) from the sidebar menu.

2

View the Team List

Navigate to the team list that appears.

3

Locate the Agency Owner

Look for the entry marked “AGENCY-OWNER” — this indicates you are logged into the primary agency account.

• Approve permissions and install settings
• ✅ Apply settings to all locations
• ✅ Enable automatic updates

• Click Finish Setup once the green checkmark is visible

💡 Tip: You should take 10–15 minutes to familiarize yourself with the AVA interface:

• Create and manage Inbound and Outbound agents
• Track usage and subaccount activity
• Access branding and pricing controls (Unlimited Plan only)
• Connect Stripe for billing

• If it’s your very first time in AVA, you will be prompted to create an Outbound Project, or an Inbound Agent. Select “Create an Inbound Agent”.

• Otherwise, navigate to the Home screen in AVA and click “Add New Agent” in the Active Agents section in case you have already created an Inbound Agent or Outbound Project.

• Choose whether the agent should be:
  • Tied to a phone number
  • Deployed to the web as a Web Widget (phone number not required)
  • Both over the phone and over the web

• Agent Role – Select a role like Receptionist to determine the agent’s function and tone.
• Agent Name – Customize how the agent refers to itself during calls. If left blank, it will use its default name.
• Language & Ethnicity – Select language and voice preferences. Agents will only use the selected language.
• Phone Number – Assign an available number (Inbound Agents cannot share phone numbers).
• Voice Selection – Use the Listen button to preview and select a voice.

Once the role is selected, configure the training fields:

• Greeting – What the Agent says when answering the call.
• Introduction text (optional) – Optional intro line to explain the Agent’s purpose.
• Representative name – Name of the person or team the Agent is assisting.
• Representative title – Job title (e.g., Sales Manager, Customer Support).
• Company name – The business or organization name.
• Information to gather – Details to collect from the caller.
• Key information – Internal info the Agent can reference (e.g., services offered).
• Primary goal – The Agent’s core task: answering questions, scheduling, etc.

• Fill in all required training fields relevant to the selected Role.
• Each role—such as Receptionist or Sales Coach—has a unique set of training fields tailored to its purpose.
• Additional fields will dynamically appear based on the role.

• Click the Manage Actions button at the bottom of the setup screen to define what your agent can do (e.g., book appointments, transfer calls, notify reps).

• In the side panel, select which actions to enable:

• Real-Time Appointment Scheduling – Connect a calendar via GHL or through your AVA account.
  Ensure timezone alignment between GHL and the connected calendar.

• Call Transfers – Forward calls based on inquiry type.

• Representative Notifications – Automatically email transcripts and summaries.

• You can also review past calls in the Call History tab.

• After enabling actions, click the Settings button to adjust call behavior.

• In the side panel, you’ll find:
  • The original training fields for quick edits.
  • A Call Settings dropdown with advanced controls:

• Call Settings include:
  • Noise Isolation Mode – Mutes background voices.
  • Maximum Call Duration – Caps call time (5–60 minutes).
  • Background Sound – Add ambient noise (e.g., Coffee Shop).
  • Background Volume Slider – Appears if sound is enabled.

• When finished, click Save Agent to finalize your setup.

• The agent will now appear in the Active Agents list where you can return to update its configuration anytime.

• Click “Save and Test Agent”
• Select a test number and run a mock call