Creating an Inbound Agent

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Overview

• Customizable – Fully configurable for phone and web use.
• 24/7 Availability – Always ready to assist customers, reducing missed opportunities.
• Seamless Call & Web Integration – Deploy AI to answer calls or assist web visitors.
• Custom Branding & Behavior – Train AI with business-specific knowledge.
• Consistent – Train once and never again and expect professional and consistent responses every time, all the time.
• Multiple Language Options – Build a team of inbound agents, each assigned to a specific supported language like French, Spanish, German, Korean, and more.

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Details

• Phone-Based Inbound Agents – Handle incoming calls by answering customer inquiries, scheduling appointments, and transferring calls.
• Web Agents – Assist website visitors in real-time by providing information, answering FAQs, and booking appointments.

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How to Create an Inbound Agent

1

Access the Agent Creation Page

• 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

2

Configure Your Inbound Agent

• 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 & Voice Selection – Agents can only speak their specifically assigned language. The selected language determines which voices are available.
• 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.

3

Training the AI Agent

• 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.

Hint text and expanded field descriptions are now available directly in the UI to guide setup. Multiline fields also support rich text editing.

Optional: Add a Knowledge Pack

4

Assign Actions to the Agent

• After completing the customizable fields, scroll to the section titled “What actions can the agent take?”
• Here, you’ll see toggle switches for each available action:
  • Turning a toggle on opens a side panel for configuration
  • Once configured, the setup will be retained, even if later turned off
  • Re-enabling the toggle restores the saved configuration instantly
    
• Available actions include:
  • Real-Time Appointment Scheduling – Allows the agent to book appointments using a connected calendar via GHL or AVA. Timezone alignment is required.
    
  • Call Transfer – Enables the agent to transfer calls to another number or department.
    • Multiple call transfers can be set up with unique hours and conditions. If two conditions are true at once, the system prioritizes the first configuration in the list.
    
    • You can configure business/availability hours for inbound call transfers to avoid disruptive off-hour transfers (e.g., 3 AM calls).
    
    • Select the days of the week and customize the hours for each day. After customizing one day, use Copy All to apply the same hours across all days, if you wish.
    
    Outside configured hours, the agent will offer alternatives such as taking a message or sending an email.
  • Notify the Representative – Sends a summary or transcript to the designated rep via email.
    
• Action states may show:
  • Need configuration to use
  • Configured
  • Disabled
• You can also review and manage all past conversations using the Call History tab:
  

5

Configure Call Settings

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

• In the side panel, you’ll find:
  • The original fields when creating the agent 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).
• End Call After Silence – Auto-hangs up after 30–120 seconds of silence.
• Background Sound – Add ambient noise (e.g., Coffee Shop).
• Background Volume Slider – Appears if sound is enabled.

6

Save Your Inbound Agent

• 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.

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Web Widget Usage and Discounted Pricing

• With Widget Active – $0.16/min
• Without Widget – $0.18/min

⚠️ If the widget status can’t be verified, the system defaults to the $0.18/min rate.

• Monitor your credit balance and minute equivalency from the Payments screen.
• Tooltips explain rate calculation in real time.

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FAQs & Troubleshooting

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General Questions

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Troubleshooting Questions