• 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.