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Core Features

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Outbound Calling

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Feature Releases

• Generic Outbound Scenario with Cold Transfer
  • A new outbound scenario that supports real-time cold transfers to live agents.
  • Fully customizable identity, tone, pitch, call flow, and transfer logic.
  • Perfect for converting high-intent leads in the moment.
  • New configuration fields allow you to:
    • Set transfer triggers
    • Specify target phone number
    • Define what to say before the transfer
  • 📌 Reminder: All calls using this scenario are tracked in Call History, where users can:
    • Review summaries
    • Listen to recordings
    • Read AI transcripts

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Feature Releases

• Global Help Documentation Integration
  • Contextual documentation links now appear throughout the AVA interface.
  • Allows users to instantly access setup guides, usage tips, and troubleshooting articles without leaving the app.
  • Only available to Business and Agency accounts — subaccounts do not see Thinkrr documentation links.
• Sidebar Menu Renamed: Help → Resources
  • The sidebar item formerly labeled Help is now called Resources.
  • The menu includes:
    • Access to official documentation
    • Direct link to the Community Hub
    • Shortcut to submit a support ticket
• Automated Cancellations via Profile Settings
  • Certain plans can now be canceled directly in-app via Profile Settings → General.
  • Cancellation flow includes:
    • Reason selection prompt
    • Immediate on-screen confirmation
    • Email confirmation
  • Cancellation effects:
    • Account remains active until end of billing period
    • Users can reactivate before renewal date
    • All sub-accounts tied to the primary account are also canceled
  • Eligible plans:
    • Business Kickstart
    • Business Starter
    • Agency Kickstart
    • Agency Lite
  • Manual cancellation still required for:
    • Professional
    • Business Growth
    • Agency Unlimited
    • Agency Partner (legacy)

• New Call Statuses Added
  • Call Transfer:
    • Tracks successful cold transfers made by the AI to a live agent.
    • Provides clarity in reports that previously showed ambiguous outcomes.
  • IVR Detected:
    • Indicates the call was routed to an Interactive Voice Response (IVR) system.
    • Helps teams filter out wasted minutes and improve routing automation.
• Removal of Campaign Action Buttons
  • Execute and Pause buttons have been removed from the Project view screen.
  • Prevents accidental actions and simplifies UI in edge-case campaign states.

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Documentation Updates

• Updated Plans for Agencies and Businesses
  • Includes new Cancellation section with plan-specific behavior and post-cancellation grace period
• Updated Call Status Definitions
  • Includes new statuses: Call Transfer and IVR Detected
• Minor updates across multiple documents to reflect:
  • Sidebar menu updates (Resources tab)

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Best Practices

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Setting Up Projects

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Feature Releases

• Small Screen Splash Screen
  • On mobile, tablet, and small-width desktop views, a new splash screen now appears to indicate that AVA is desktop-optimized.
  • This screen is white-labeled and replaces the broken UI experience.
• Web Widget: Justification/Overlay Feature
  • Added support for overlay mode where the widget can float and follow the user across the page.
  • Justification controls added — you can now position the widget (left, right, center) without modifying your site code.
  • Includes Reset to Default button to clear justification and overlay settings.
  • The Reset to Default option also clears:
    • Widget background color
    • Speaking animation
    • Size settings
• Inbound Agent UI Overhaul
  • New design layout for inbound agent setup and editing.
  • Includes:
    • Input hint text for all fields
    • Rich text support in multi-line inputs
    • Highlighting of incomplete fields
    • Expansion toggle for larger input editing
  • Changes reflected in the following documentation:
    • Creating an Inbound Agent
    • Web Widget
    • Receptionist role
    • Creating an AVA Agency Account
    • Assignment & Management
• White Label Improvements
  • Subdomain enforcement: All custom domains must use valid subdomains (e.g. app.yourcompany.com). Root domains are no longer supported and will fail verification.
  • Visual progress tracking: Orange dots now indicate incomplete steps beside each tab.
  • Step gating: You must complete Step 1 before proceeding to Step 2 for both Domain and Email tabs.
  • Email tab now displays a persistent banner showing which email address system emails will come from.
  • UI access change: White Labeling is now accessed via a hover menu at the top of the sidebar (under agency name), not a static link.
  • Access control:
    • Agency Unlimited users can view the White Labeling page.
    • Business users can only access /profile-settings.

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Documentation Updates

• Updated Creating an Inbound Agent to reflect the new configuration UI and restructured “Assigning Actions” as its own step.
• Updated Web Widget documentation to include:
  • Overlay vs embedded deployment options
  • Justification controls
  • Chrome extension warning in overlay mode
  • Reset to Default clears all display and positioning settings
• Updated Creating an AVA Agency Account to reflect inbound UI updates in account onboarding.
• Updated Receptionist role configuration fields to match the new input structure.
• Updated Assignment & Management for phone numbers with inbound setup visuals and terminology.
• Added clarification to White Labeling documentation:
  • Subdomain requirement and root domain rejection
  • Step-by-step flow and visibility based on agency type

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Feature Releases

• New Call Settings Panel in Campaign Management:
  • Noise Isolation Mode.
  • Maximum Call Duration limits.
  • Background ambient sound options.
  • Background sound volume slider.
• Web Widget Copy Update:
  • Updated copy to clarify that Call Transfer is not supported on Web Widget deployments.

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Improvements & Backend Updates

• CSV Import Flow Improvements:
  • Prevents uploading the same file twice.
  • Allows multiple files to be uploaded.
  • Auto-detects timezone from imported contact CSV.
• Global & Scenario Contact Selection Updates:
  • Improved Select All functionality for Global Contacts and Scenario Contacts.
  • (Note: Campaigns and CRM Imports not affected.)
• Managed Actions UX Update:
  • Updated back button behavior to prevent accidental data loss on navigation.
• UI Bug Fixes:
  • Global Contact bottom bar positioning fixed for better visual alignment.

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Documentation Updates

• Fully restructured Campaign Management documentation:
  • New separation of Campaign Settings, Call Settings, Campaign Configuration, and Contacts.
  • Added advanced Call Settings panel: Noise Isolation Mode, Max Call Duration, End Call on Silence After, Background Sound, Background Sound Volume.
  • Updated configuration walkthrough with clearer A/B testing examples.
  • Expanded FAQ including explanation of Campaign Settings vs Campaign Configuration.
• Merged and consolidated Phone Number Management documentation:
  • Combined Multiple Phone Numbers Support, Number Assignment, and Area Code Selection into new document: Assignment & Management.
  • Slightly revamped Twilio Integration documentation for clarity.
• Minor content and screenshot updates across:
  • Projects
  • Creating an Inbound Agent
  • Campaign Management

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Document Changes

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Home Page & Onboarding

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Core Features

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Phone Numbers

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Outbound Calling

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Inbound Calling

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Core Features

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Outbound Calling

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Information Architecture Updates

• Reorganized Interaction Data Features
  The following documents have been moved to a new category:

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Core Platform Announcements

• The promotional period for the Web Widget has now ended
  By creating and enabling the Web Widget, all inbound and outbound calls, as well as conversations through the widget, will now be billed at a reduced rate of $0.16 per minute.

⚠️ If the widget is disabled or there’s a sync failure, calls are billed at the default $0.16/min rate.

• New: Bucket-Based Minute Consumption Model
  AVA now uses a bucket system to track and apply minutes. You may have minutes from different sources, each with their own rate (e.g., standard, discounted, or bulk). The system will always consume from the lowest-cost bucket first, maximizing your value. For example:
  • Bulk minutes purchased at $0.09/min are used first.
  • After those are depleted, usage switches to $0.16/min buckets — depending on whether the widget is active.
  Full billing mechanics, including buckets, fallback behavior, and live rate display are explained in the Minute Pricing & Discount guide.
  • Scenario UI Overhaul Completed All Scenarios in the AVA platform have been updated to use a new section-based UI for organizing user input fields. This dramatically improves clarity and onboarding. Each scenario now clearly segments configuration into intuitive categories (e.g., Opening Script, Meeting Details, Call Intent), helping users understand what’s customizable and how it impacts call behavior.
  • Inbound Agent Improvements Inbound AI Agents have received substantial backend improvements. These include:
    • More accurate language generation for complex user inquiries
    • Faster fallbacks and better handling of unexpected inputs
    • Call transfer bugs resolved for all agents using warm handoff flows

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  Usage & Billing

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  Minute Consumption

  Document Name	New	Renamed From
  Minute Pricing & Discount	No	Pay-as-you-go System

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Best Practices

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Setting Up Projects

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Core Features

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Contact Management & Data Flow

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Best Practices

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Setting Up Projects

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Agent Updates

• Carla: Portuguese → Brazilian
• Keren: Portuguese → Brazilian

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New Agent Expansion

• Spanish – 7 agents
• Portuguese – 5 agents
• Chinese – 4 agents
• Italian – 4 agents
• Korean – 4 agents
• Polish – 4 agents
• Russian – 4 agents
• Turkish – 4 agents
• Vietnamese – 4 agents
• Hindi – 3 agents
• Japanese – 3 agents
• Dutch – 2 agents
• French – 2 agents
• German – 2 agents

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Core Features

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Contact and Data Management

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Usage & Billing

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Agency Features

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Product Overview

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Getting Started

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Key Benefits

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Core Features

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Inbound Calling

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Outbound Calling

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Voice & AI Capabilities

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AI Assistants

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Support & Resources

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Support Channels

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Training Resources