Inbound Agent Call

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Overview

The Inbound Agent Call trigger is used when your AVA-powered receptionist receives an inbound call. Once the call ends, this trigger can activate a workflow in GHL or NIKO that checks whether the caller already exists in your system, updates their contact record, or creates a new one entirely. This is especially useful for businesses using AVA to answer inbound sales or support calls. With the right workflow in place, every call can be logged automatically, key details like time zone or transcript can be stored, and follow-up steps like tagging or internal notifications can happen instantly. Let’s walk through how to set up and use the Inbound Agent Call trigger.

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Trigger Setup

Start by navigating to the Workflow Builder in GHL or NIKO. Create a new workflow and choose the Inbound Agent Call trigger from the AVA Voice AI category. Once added, you’ll be able to configure which specific agent(s) the trigger should listen to:

• If you only want this workflow to run when a specific inbound agent is called, select that agent from the dropdown.
• If you want it to apply to all inbound agents, leave the filter empty.

This flexibility is helpful if you’re running multiple AI agents for different teams or call types.

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Filtering by Call Status

After selecting your agent, it’s a good idea to narrow the workflow even further by filtering based on Call Status. For example, you might only want this workflow to continue if the call ended with a status like:

• Meeting Booked
• Call Completed

This helps prevent the workflow from continuing when the call didn’t go anywhere (e.g., the caller hung up or disconnected). To set this up, add an If/Else Conditional step inside your workflow and choose the Call Status field from the Inbound Agent Call data. Then define which values should proceed.

⚠️ Be sure to match the call status string exactly — values are case-sensitive and must match AVA’s status output with no typos or extra spaces.

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Finding the Contact

The next step is to determine whether the person calling already exists in your CRM. Add a Find Contact step and configure it to search by phone number. To do this:

1. Click the tag icon next to the phone number input
2. Navigate to AVA Voice AI → Inbound Agent Call
3. Select the AVA Phone Number field

This is the number that came in during the inbound call. If it matches an existing contact, the system will pull them in automatically.

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If the Contact Is Found

If a match is found, you can continue the workflow with any relevant follow-up actions. These might include:

• Updating the contact’s Notes field with details from the call
• Tagging the contact for future sequences
• Triggering internal notifications or emails

To add notes using AVA call data:

• Click the tag icon inside the Notes action
• Go to AVA Voice AI → Inbound Agent Call
• Select the values you want to include, such as transcript, call time, or sentiment

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If the Contact Is Not Found

If no match is found, AVA provides two possible phone number fields, but only one will contain data:

• AVA Phone Number
• New Contact Phone Number

⚠️ AVA will only return one of these fields depending on the call context. You must check which one has data before proceeding.

Here’s how to handle the fallback logic correctly:

1. Add an If/Else Conditional step to check if AVA Phone Number has a value.
2. If yes:
   • Use it in a Find Contact step.
   • If still no match is found, create a new contact using:
     • Phone Number
     • First Name
     • Email
     • Time Zone
3. If no:
   • Use the New Contact Phone Number in a Find Contact step.
   • If no match is found, create a new contact using:
     • New Contact Name
     • New Contact Email
     • New Contact Phone Number
     • New Contact Time Zone

💡 The “New Contact” values are returned when:

• AVA has never seen the number before, or
• The caller provided a preferred number different from their initial one during the call

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Creating a New Contact

Once you’ve determined which phone number is valid and confirmed that no match was found, you can create a new contact. Add a Create Contact action and map the fields using the correct Inbound Agent Call source, based on which number is available:

• First Name
• Last Name
• Phone
• Email
• Time Zone

It’s especially important to map the time zone if you plan to send follow-ups or schedule additional calls later — AVA provides this automatically during the call. Once the contact is created, you can continue the workflow with tagging, notes, or other follow-up steps based on the call data.

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FAQs & Troubleshooting

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General Questions

When does this trigger activate?

Do I need to set a specific agent?

Can I use this trigger alongside call status filters?

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Configuration

Which phone field should I use to find the contact?

What happens if the contact doesn’t exist?

Where can I find fields like call time, transcript, or sentiment?

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Usage and Results

Can I use this trigger to route leads automatically?

What’s the best way to handle voicemail or no-answer calls?

Is the time zone field really necessary?

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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.