Creating an Inbound Agent

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

• Otherwise, navigate to the Home screen in AVA.
• Click “Add New Agent” in the Active Agents section.

• Choose whether the agent should be:
  • Tied to a phone number
  • Deployed to the web
  • Both

• Agent Role - Select the character and function of the Agent.
• Agent Name - Enter a custom name for the Agent.
• Language & Ethnicity - Choose the language and voice characteristics (Agents will stick to the predefined language and will not switch languages during a conversation).
• Phone Number - Select an available phone number (Inbound Agents cannot share a phone number).
• Voice Selection - Preview and choose a voice.

• The Role selected for the Inbound Agent determines its personality, behavior, and objective during the call.
• Each role—such as Receptionist or Sales Coach—has its own training fields tailored to that role’s function.
• Common configuration options include:
  • Greeting – How the Agent should begin the call.
  • Introduction text (optional) – A brief line where the Agent introduces itself and its purpose.
  • Representative name – Name of the person or team the Agent is representing.
  • Representative title – Job title or function of the representative.
  • Company name – Business the Agent is acting on behalf of.
  • Information to gather – Details the Agent should collect from the caller (e.g., name, inquiry type).
  • Key information – Internal business details the Agent can reference (e.g., services, pricing).
  • Primary goal – The Agent’s main task: scheduling, qualifying, routing, etc.
• Additional role-specific fields will appear based on the role selected.

​

Web Configuration

​

If your agent is also being deployed over the web:

• The Web Widget allows your Inbound Agent to operate directly on your website as a persistent, embedded digital assistant.
• The widget enables real-time, automated engagement with visitors, helping with:
  • Answering FAQs
  • Qualifying leads
  • Collecting visitor information
  • Booking appointments
  • Escalating conversations when needed
• Configure the widget’s appearance:
  • Adjust widget size, color, and animation settings.
• Whitelist your client’s website domain by entering the site URL in the designated field to ensure the widget renders properly.
• Once configuration is complete, AVA will generate a code snippet. This snippet must be copied and pasted into the website’s code where you want the widget to appear. This finalizes the website integration.

You be prompted to copy the website integration code after saving and launching the agent:

• The widget is compatible with the following web editors:
  • Wix
  • GoHighLevel (GHL)
  • WordPress (Classic, Gutenberg, and Elementor)
  • Framer
  • Shopify
  • Webflow
  • Squarespace
  • Weebly
  • Duda
  • ClickFunnels
• Full setup guides for each platform are available in the Web Widget Guide.

• Configure actions under “Manage Actions”:
  • Real-Time Appointment Booking – Inbound Agents can book meetings into designated calendars.
  • Call Transfers – Inbound Agents can transfer calls to specific phone numbers.
  • Representative Notifications – Inbound Agents can send call reports via email.

• Before going live, test the Inbound Agent setup:
  • Click “Save & Test Agent” to initiate a test call via the web browser.
  • Select a contact to act as the inbound caller (this does not initiate a real call).
  • Ensure your microphone and speakers are working and browser permissions are granted.
  • Review the agent’s responses and make adjustments if necessary.

⚠️ Note: During test calls:

• Booking, call transfers, and email notifications will not function.
• Test calls do not consume minutes but are capped at 15 minutes.