Management & Assignment

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Overview

The AVA Voice AI platform provides flexibility for managing phone numbers across inbound agents, outbound campaigns, and global communication strategies. You can create new phone numbers directly inside AVA, select specific area codes, assign numbers to agents and campaigns, and import external numbers through Twilio.

⚠️ Important:
AVA phone numbers are separate from GoHighLevel (GHL) phone numbers. They are not interchangeable.

• Phone numbers must first be created inside AVA for each sub-account.
• Once registered in AVA, those numbers will automatically appear as available options inside GHL workflows (when properly linked via sub-accounts).
• You cannot register a GHL-native number and expect it to appear inside AVA.

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Adding New Phone Numbers - AVA Native

When first setting up your AVA account or when adding additional numbers later, you can register new phone numbers directly from AVA.

• Each new AVA account includes one free phone number.
• Additional numbers can be created any time.

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Phone Setup Wizard

• Accessed during initial onboarding or anytime via your AVA dashboard Phone Numbers → Setup Phone Number.

• In the wizard:
  1. Choose a Country — US or Canada.
  2. Enter an Area Code — Input your desired area code.
  3. Select a Phone Number — Pick from the list of available numbers matching your area code.

• If no numbers are available for your preferred area code, search with nearby or broader regions to find an available number.

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Why Area Codes Matter

Localized Presence:
Matching the area code of your phone number to the geographic region of your audience can increase trust and boost call pickup rates.

• Example: If you’re targeting customers in Miami, using a 305 area code will make your calls feel more local and familiar.

Strategic Outreach:
Businesses operating in multiple regions can use unique area codes for each audience, creating a localized strategy for inbound and outbound communications.

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Importing Numbers from Twilio

During initial setup or later via the Phone Numbers section, you can import Twilio numbers into AVA.

• This allows you to use phone numbers purchased directly from Twilio inside AVA.

Information Needed to Import Twilio Numbers:

• Twilio phone number
• Twilio account ID
• Twilio account auth token

Using Imported Numbers:

• Once successfully imported, Twilio numbers can:
  • Be assigned to Inbound Agents
  • Serve as the Call From number in Projects and Campaigns

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Assigning Numbers to Inbound Agents

Phone numbers can be assigned or reassigned to inbound agents easily.

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During Agent Creation

• A phone number must be assigned when first creating the agent.
• If a number is already in use, AVA will indicate it.

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Reassigning Existing Agents

• Navigate to Agent Configuration.

• Scroll to the bottom of the page where it says “What number will calls be received at?”
• Select a different number from the available options.

• Save your changes.

⚠️ Note: Inbound agents require a phone number to exist. If the phone number assigned to an agent is deleted, the agent will also be deleted.

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Assigning Numbers to Outbound Campaigns

• Navigate to the Campaign View inside one of your outbound projects and select an existing campaign or create a new one.

• Click “Settings” on the top left side of the campaign configurations screen.

• Select any available phone number.

• Phone numbers for campaigns can be reassigned at any time.
• Multiple campaigns may share the same phone number for consistency or tracking.

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Shared Use Across Inbound & Outbound

• Inbound Agents cannot share phone numbers with other inbound agents. Each one must have a unique number if they are not deployed exclusively on the web.
• The same phone number, however, can be assigned to both inbound agents and outbound campaigns simultaneously.
• This allows for seamless behavior when contacts call back after an outbound call — they’ll automatically reach your assigned inbound agent.

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Multiple Numbers: Assignments & Use Cases

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Unlimited Twilio Numbers

AVA imposes no restrictions on the number of Twilio phone numbers that can be imported or used.

• Twilio numbers are imported free of charge.
• Users can import numbers at any time through the Phone Numbers section in the AVA app.
• Each AVA account also includes one free phone number provided by thinkrr.ai, which can be redeemed at the user’s discretion.

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Flexible Assignments and Use Cases

Multiple numbers can be strategically assigned to:

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Inbound Agents

• Assign unique numbers to agents based on language, department, or purpose.
• Example: One number for an English-speaking receptionist, another for a Spanish-speaking agent.
• Use separate numbers for distinct roles like General Business Inquiries or Personal Assistant Services.
• Enable direct communication channels for specialized teams or individual agents.

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Outbound Campaigns

• Assign a unique “call from” number for each campaign to better align with the target audience.
• Enhance campaign tracking and attribution by associating specific phone numbers with corresponding campaigns.

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Departmental and Regional Separation

• Use numbers tailored to specific geographic regions or departments for a localized experience.
• Example: using particular area codes to phone contacts within that same geographic region.

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Call Transfer Capabilities

Having multiple phone numbers enhances the functionality of the Call Transfer action for AI Agents:

• Calls can be transferred between agents within AVA or to external numbers.
• Example: A general receptionist agent can transfer a call to a department specialist or escalate it to a personal phone number for advanced support.
• Transfers are supported for both Twilio and non-Twilio phone numbers, allowing seamless integration with real-world phone systems.

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Phone Number Quality & Cleanliness

To ensure your numbers are not flagged as spam, it’s recommended you check your numbers before importing or using them for outbound dialing:

• Robokiller Lookup
• Should I Answer?
• Nomorobo Lookup
• Search the number in quotes via Google

⚠️ Using flagged numbers may lead to lower connection rates and poor campaign performance.

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Deleting Phone Numbers

• Phone numbers can be deleted from the Phone Numbers section.

• If you delete a phone number assigned to an inbound agent, that agent will also be deleted.

• For outbound campaigns, simply assign a different number first if you plan to remove a phone number.

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International Numbers

• AVA-provided numbers are limited to US and Canadian area codes.
• If you need a phone number with an international area code, you can purchase one through Twilio and import it into AVA.
• To make or receive calls in countries outside the US or Canada, use a Twilio phone number configured for that region.
• Twilio numbers must have international calling functionality enabled through your Twilio account.

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FAQs & Troubleshooting

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General Questions

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Configuration

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Usage & Results

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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.