Outbound Calling
Projects
Projects and Scenarios are the backbone of AVA and enable you to bring your AI phone-calling dreams to life. They are built in a way that empowers you to define exactly what you want in plain language, without having to learn any complex AI prompting, or strange and overwhelming user interfaces. Just tell AVA what you want to happen, and watch it get done. Let’s go over everything and see how it works.
Projects Overview
Terms & Definitions
Scenario
A scenario defines the pre-built set of instructions the AI follows during a call. Scenarios are selected from the Scenario Library when you click “Add new project” in the Outbound Projects section on the Home screen.
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Project
Once a scenario is selected, you’ll be taken directly to the Project Configuration screen. A project is your workspace where you configure the AI agent by filling out the fields defined by the selected scenario.
Each scenario contains a unique set of configuration fields specific to the call type or objective you’ve selected. These fields guide how the AI will interact with contacts during calls. Some scenarios may include:
- Calendar selection (only if the chosen scenario supports appointment scheduling).
- Meeting duration and location (scheduler scenarios only).
- Company name.
- Value propositions.
- Product/service pricing.
- Objection handling.
- Key information the AI should reference.
- Custom voicemail message.
- Custom prompts, scripting, or dynamic behavior fields (depending on the scenario).
Optional: Add a Knowledge Pack
KP Configuration
KP Configuration
A Knowledge Pack allows your outbound project to reference structured company knowledge during live AI calls. This enhances response accuracy for product details, policies, and other business-specific information.You can create and attach a Knowledge Pack to multiple projects or agents, including inbound and outbound roles.Supported Plans:
- Business Professional: 1 Pack
- Business Growth: 2 Packs
- Agency Lite: 1 Pack
- Agency Unlimited: 2 Packs
Steps to Add a Knowledge Pack
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From the Project Configuration screen, click Knowledge Packs in the left panel.
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Click Create New Knowledge Pack to launch the builder.
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Add content to your pack using one or both of the following methods:
- Upload Files in .csv, .xlsx, .pdf, .txt, or .docx format
- Max size: 50MB per file, with a total limit of 500MB
- Enter URLs to let AVA extract content from specific web pages
- Upload Files in .csv, .xlsx, .pdf, .txt, or .docx format
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After creation, manage the pack from the right-hand panel:
- Edit, delete, or refresh content as needed
- Use the toggle to disable/enable access per agent or project
- Sub-accounts cannot access Knowledge Packs created by the main agency account.
- Once a Knowledge Pack is disabled, it can be reactivated at any time without losing data.
Campaigns
Scrolling down the Project Details screen, there will be a Campaigns section. They are defined as a set of calls to a selected group of contacts, where you select recipients, duration, and launch timing. Clicking on +New Campaign will open the Campaign Settings Panel:
- Campaign Settings
- Campaign Name
- Campaign Description
- The AI name and voice
- Whether or not to leave a voicemail
- Campaign duration (in hours, days, or months)
- Start time (immediate or scheduled)
- Call Settings
- Noise Isolation Mode — Filters out voices outside your conversation.
- Maximum Call Duration — 5, 10, 15, 20, 30, 40, or 60 minutes.
- End Call After Silence — Automatically ends the call if no speech is detected for 30, 60, 90, or 120 seconds. This helps reduce spam and save minutes across all call types (inbound, outbound, and web widget).
- Background Sound — None, Coffee Shop, Call Center, Outdoors.
- Background Sound Volume — Appears when a background sound is selected; allows volume adjustment via slider.
- Campaign Configuration
- Value propositions
- Appointment reasons
- Objection handling
- Custom messages
- Any other scenario-specific training fields
- Contacts
- Upload CSVs
- Import from a connected CRM
- Add contacts manually
Details
Once a campaign is created, the campaign view updates to show all campaigns within the project. Each campaign card will display:- Campaign name
- Assistant (AI agent) - the chosen AI agent running this campaign
- Caller name - the custom name given to the AI agent by the user (defaults to the original name if none given)
- Duration (hours/days/months) - how long the campaign will run, with three different time frame options: hours, days and months
- Status - displays the final outcome of the call as per our Call Statuses definitions
- Actions - including Duplicate, View, Delete, and Execute to initialize a “Not Started” campaign, or reinitialize a “Paused” campaign
FAQs & Troubleshooting
General Questions
How do Projects and Scenarios function within AVA?
How do Projects and Scenarios function within AVA?
Projects are your main workspace and include:
- Project Settings
- Project Configuration
- Campaigns
Are Projects used for inbound agents or web widgets?
Are Projects used for inbound agents or web widgets?
No. Projects are used exclusively for outbound calling scenarios. Inbound Agents (such as Receptionists with Web Widgets) are created separately from the Home screen by selecting Add New Agent and go through a different configuration process entirely.
Does AVA support multiple languages?
Does AVA support multiple languages?
Yes. AVA supports multiple languages across agents, but each AI agent is assigned a single language at creation. To support customers in different languages, create separate agents for each desired language.
Configuration
Why aren't my calls connecting as expected?
Why aren't my calls connecting as expected?
Verify that your Campaign Settings and Call Settings are correctly configured. Double-check that contact phone numbers are valid and formatted correctly, and ensure there are no network or scheduling conflicts.
What should I do if AVA is not scheduling meetings properly?
What should I do if AVA is not scheduling meetings properly?
Make sure your calendar integration is fully authorized and synced. Also verify that your meeting duration, calendar, and scheduling windows are correctly defined in your Project Configuration.
Why does my campaign fail to start at the scheduled time?
Why does my campaign fail to start at the scheduled time?
Confirm that you correctly set the campaign’s scheduled start time in the Campaign Settings Panel. Verify that your account time zone is correct and no other campaigns are overlapping.
Usage and Results
How can I improve the AI’s conversational accuracy?
How can I improve the AI’s conversational accuracy?
Provide clean, detailed input in your Project Configuration. Clearly structure objection handling, key value propositions, and scenario fields. Avoid long paragraphs or redundant phrasing to maximize AI performance.
Can I A/B test different approaches inside one project?
Can I A/B test different approaches inside one project?
Yes. You can create multiple Campaigns inside a single Project, each with unique campaign configurations, different voices, or scenario variations to test different approaches across segmented contact lists.
Can I edit campaigns after they're launched?
Can I edit campaigns after they're launched?
Yes. Campaigns can be edited at any time after creation. You can adjust duration, start time, call settings, or even update scenario configurations as needed.
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.