Overview

These Agents act as virtual receptionists, customer service representatives, or sales assistants, helping businesses handle inbound calls and website interactions seamlessly.

There are a number of benefits to deploying an AI-powered Inbound Agent for your business including, but not limited to:

  • 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.
  • Multilingual – Build a team of inbound agents that speak a variety of languages such as French, Spanish, German, Russian, Korean, and more.

Details

There are two types of Inbound AI Agents that can be created in the thinkrr.ai Voice AI platform:

  • 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.

Both types of agents can be created and managed within the thinkrr.ai Voice AI platform, and a single agent can function across both channels if configured accordingly.

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 First Inbound Agent - The Receptionist

  • 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.

3

Training the AI Agent

  • 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.

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.

4

Configure Call Settings

  • 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.

5

Save Your Inbound Agent

  • 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.

Web Widget Usage and Discounted Pricing

Using the AI Web Widget consumes minutes from your credit balance but enables a discounted per-minute rate.

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

Final pricing is locked at the end of the call based on widget status.

⚠️ 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.

FAQs & Troubleshooting

General Questions

Troubleshooting Questions


For additional questions or guidance, try using our Virtual Support Agent! Available 24/7 to help resolve most issues quickly at thinkrr.ai/support.

If you still need assistance, visit our support site at help.thinkrr.ai and submit a Ticket or contact our team directly at hello@thinkrr.ai.