Receptionist

​

Details

• Greeting callers professionally with a custom welcome message.
• Understanding inquiries and responding based on business-specific knowledge.
• Executing defined actions, such as call transfers, meeting bookings, or email notifications.
• Capturing caller details for future follow-up.

​

Configuring the Receptionist Role

​

1. Selecting the Receptionist Role

• If it’s your very first time in AVA, you will be prompted to create an Outbound Project, or an Inbound Agent.

• Click “Add New Agent” in the Active Agents section.
• Choose whether the agent should be:
  • Tied to a phone number
  • Deployed to the web
  • Both

• Agent Role - Select the character and function of the Agent (e.g. Receptionist).
• Agent Name - Enter a custom name for the Agent.
• 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 - Preview and choose a voice.

​

2. Defining the Receptionist’s Behavior

• How will the agent greet callers? - How the Receptionist answers calls or starts interactions (e.g., “Hello! Thanks for calling [Company Name]”).
• Introduction text (optional) - Optional text where the Agent introduces itself and its function (e.g., “I’m an AI receptionist working for [Representative Name]. How can I help you?”).
• Representative name - Name of the business representative the AI is assisting. This could be name of the CEO, or the Sales Manager, for example.
• Representative title - Job title of the representative (e.g. Sales Manager).
• Company name - The company the Agent is working on behalf of.
• Information to gather - What details the Agent should collect from the caller during the interaction (e.g., name, preferred email, preferred phone number, inquiry type).
• Key information - Business-specific data that the Agent should know (e.g., pricing, services, policies).
• Primary goal - The main purpose of the Agent (e.g., answering FAQs, booking appointments, forwarding calls).

​

3. Assigning Actions to the Receptionist AI

• Turning a toggle on opens a configuration sidebar.
• Once configured, the setup will be retained, even if later turned off.
• Re-enabling the toggle restores the saved configuration instantly.
  

1

Real-Time Appointment Scheduling

• Lets the agent book meetings into connected calendars.
• You must select a GHL calendar.
• Optional: Add conditional logic for when booking should occur.
• Works only in phone-based and web-based agents (not test calls).

2

Call Transfer

• Enter the phone number to transfer to.
• Define when the transfer should occur.
• Add a message to be spoken before the transfer (e.g., “Let me connect you to someone…”).
• Multiple call transfers can be set up with unique hours and conditions. If two conditions are true at once, the system prioritizes the first configuration in the list.

• You can configure business/availability hours to prevent disruptive off-hour transfers (e.g., 3 AM).
  Outside configured hours, the agent will offer alternatives such as taking a message or sending an email.

• Select the days of the week and customize the hours for each day. After customizing one day, use Copy All to apply the same hours across all days, if you wish.

• Transfers only work in phone-based agents.

3

Notify The Rep

• Enter up to 10 email addresses.
• Each email includes:
  • Caller details
  • Summary + transcript
  • Call sentiment
  • Recording link (unless the call was transferred)
• These are internal-only notifications.

​

FAQs & Troubleshooting

​

General Questions

​

Configuration

​

Usage and Results