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. 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 Receptionist as the character and function of the Agent.
• Agent Name - Enter a custom name for the Agent (e.g. Roger, Thomas). The name you give your agent can be different than the name displayed in the list of agents. Agents will refer to themselves as the name you give them. If you leave the field empty, they default to their given name as seen in the list.
• 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 - Use the “Listen” preview button to get a voice sample and choose a voice once you are satisfied with your selection.

Once the Receptionist role is selected, train your Inbound Agent with the following fields:

• Greeting – How the Agent should begin the call.
  • Example: “Hello! Thanks for calling company_name.”
• Introduction text (optional) – Optional line where the Agent introduces itself.
  • Example: “I’m an AI receptionist working for Data Surveys. How can I help you?”
• 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 (e.g. Data Survey).
• Information to gather – Caller details to collect (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: answering FAQs, booking appointments, forwarding calls, etc.

• 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.
• Additional role-specific fields will appear based on the role selected.

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Assigning Actions to the Receptionist AI

• Real-Time Appointment Scheduling – Book meetings into a connected calendar by selecting a calendar from the dropdown menu. This menu shows any connected calendars via GHL or your AVA account. Make sure the timezone of the original calendar matches the timezone selected when connecting it in GHL.

• Call Transfers – Route calls based on inquiry type.

• Representative Notifications – Send emails with call summaries, transcripts, and links.

• You can also manually review call logs and transcripts in the Call History tab.

• After setting up Manage Actions, click the Settings (blue button) to open the configuration panel.

• A side panel will open allowing you to edit the agent’s full configuration. This includes the same options shown during initial agent creation, as well as the Call Settings dropdown for further customization.

• Expand the Call Settings dropdown to access advanced call behavior options:
  • Noise Isolation Mode — Filters out voices outside your conversation.
  • Maximum Call Duration — 5, 10, 15, 20, 30, 40, or 60 minutes.
  • Background Sound — None, Coffee Shop, Call Center, Outdoors.
  • Background Sound Volume — Appears when a background sound is selected; allows volume adjustment via slider.

• Once you’re happy with all configurations, click Save Agent to complete the setup.

• You can edit any of these configurations later via the Active Agents list.