​

Feature Releases

• Voice Settings
  • The Call Settings menu for inbound agents and outbound campaigns has been reorganized into three tabs:
    • Agent Settings
    • Call Settings
    • Voice Settings
  • The new Voice Settings tab lets users fine-tune agent delivery with three adjustable sliders:
    • Loudness Level (volume)
      Adjust how loud or soft your agent talks. Whisper in the library, or shout in a busy room.
    • Responsiveness
      Decides how quickly your agent jumps into the conversation.
      • Less responsive: Gives users more time to think or speak without interruption.
      • More responsive: Makes for fast-paced chats or real-time assistance.
    • Interruption Sensitivity
      Controls how easily you can cut off the agent mid-sentence.
      • High sensitivity: Great for brainstorming sessions or when users need to steer the conversation.
      • Low sensitivity: Useful for storytelling or when you want the agent to complete its message.

​

Improvements

• Homepage Enhancements
  • Updated homepage design for easier navigation and a cleaner experience.
  • Agent and project creation flows remain the same with refreshed visuals.
• Agent Search and Role Filter
  • Quickly locate agents by searching for their name.
  • Use the new role filter to view only specific roles such as Receptionists or Sales Coaches.
• Projects Pagination
  • Pagination added for projects.
  • Users with large project volumes can now page through results and search by project name.
• Phone Number Management
  • Phone Numbers page updated with a cleaner design and easier controls.
  • Core features unchanged: purchase, assign, delete, and manage phone numbers.
  • Pagination and multi-select delete added for bulk management.

​

Bug Fixes and Quality Improvements

• Fixed pagination inconsistencies across homepage and phone number pages.
• Addressed UI alignment issues in updated views.
• Stability improvements for agent creation and campaign configuration.

​

Feature Releases

• Call History Refresh & Insights
  • New sortable table (default = most recent), column show/hide with saved preferences, and improved filters.
  • Redesigned drawer with Call Summary (now includes recording) and Call Details tabs.
• Receptionist Agent Updates
  • Call Transfer improvements:
    • “Business timezone” moved into transfer setup and marked as a mandatory field.
    • Mandatory fields clarified (Agent Guidelines is not required).
    • Removed outdated instructional text.
• AI Copilot for Inbound Agent Setup
  • Available only on newly created Inbound Receptionists.
  • New Copilot modal lets users speak naturally to a virtual agent within AVA to auto-fill key inbound agent fields (e.g., greetings/openers).
  • Users can have the AI agent fill in the rest of the fields for them as a starting point if they’re in a hurry.
• AVA is now a Standalone Platform
  • AVA accounts can now be created and used **without **a mandatory GHL connection.
  • Simplifies onboarding for new users, while GHL can still be connected later via Integrations or contextually when needed.
• Stripe Connect Improvements
  • Fix for country lock-in during setup: users can now reset and change set-up.

​

Bug Fixes & Quality Improvements

• Platform performance optimizations → faster UI responsiveness and improved reliability across agent setup and campaign management.
• Stripe Connect setup flow polished to reduce friction.
• Fix deployed for Marrisa to prevent unexpected accent changes.
• General stability fixes across account management, campaign data fetching, calendar links, reporting, Smart Actions, and call history accuracy.
• White-label backwards compatibility and UI upgrades for automated payments.

​

Feature Releases

• Agent Guidelines
  • New optional Agent Guidelines field added across all outbound projects scenarios
  • Lets users provide behavior constraints and small notes for agents.
• Inbound Agent Call Transfer Hours
  • Added ability to configure business/availability hours for inbound call transfers
    • Prevents disruptive off-hour transfers (e.g., 3 AM calls)
    • Agents instead offer alternatives (e.g., take a message or email) outside configured hours
  • Supports multiple call transfers with unique hours per recipient; executes in order of precedence if conditions overlap
• Calendar Health Check
  • New visibility into integrated calendars
  • Surfaces issues like:
    • No upcoming availability
    • Fewer than 5 available slots in the next week
    • No availability for 2+ months
  • Provides severity-based error or warning messages to help diagnose call failures
• Ability to Add More Knowledge Packs
  • Users can now:
    • Upgrade plans to increase included packs
    • Purchase additional Knowledge Packs individually
    • Use new transfer back to primary function for sub-accounts to reassign unused packs
  • Additional Knowledge Packs are $16/month
• Sales Coach Role Adjustments
  • Actions streamlined to reflect intended usage
    • Removed: Real-time booking and call transfer
    • Retained: Notify the representative only
• Fast Login Experience
  • Simplified onboarding flow for new users purchasing via landing pages

  ​

  Bug Fixes & Quality Improvements

  • Removed HTML formatting from text fields in GHL
  • Fixed campaign data fetching issue in AVA
  • Fixed issue with empty time zones for system-generated contacts
  • Corrected primary account determination in /agency-subaccounts API (account manager table)
  • Fixed incorrect agency profits display in the account manager
  • Resolved Google Calendar meeting link issue
  • Fixed campaign report download failures
  • Addressed Smart Action malfunction in production
  • Corrected Call History showing incorrect data in AVA
  • White-label backwards compatibility and UI upgrades for automated payments

​

Feature Releases

• Editable Knowledge Packs
  • Users can now edit existing Knowledge Packs to add or remove files without deleting and recreating them.
  • Edits do not consume additional plan allocation.
  • Plan limits:
    • Agency Unlimited and Business Growth: 2 KPs
    • Agency Lite and Business Professional: 1 KP
  • Knowledge Pack Credit Counter & Allocation
    • New section displays total, in-use, and available Knowledge Pack credits
    • Ability to allocate available credits to sub-accounts via the Payments page.
    • Assigned Knowledge Packs **cannot **be reassigned without assistance of the support team.
• Web Widget Enhancements
  • UI now supports light and dark modes.
  • Agent visual customization:
    • Choose from preset idle and speaking images to customize your agent’s appearance
    • Changes appear only on deployed web widgets
  • New text configuration (Overlay mode only):
    • Title: 16-character limit
    • Description: 23-character limit
    • Live preview included; input blocked once limits are reached
    • Whitespace and special characters allowed; tab spaces are not
  • Inbound Action Improvements
  • The configuration flow for inbound agent actions has been redesigned for clarity and control.
  • Each action now uses a toggle switch:
    • Turning the toggle on opens a side panel where the action can be configured
    • Once saved, configurations are retained, even if the action is later toggled off
    • Re-enabling the toggle immediately reactivates the saved setup without needing to reconfigure
• Outbound Campaign Status Improvements
  • New Pickup Rate column shows percentage of contacts successfully reached:
    • Includes pickups, voicemails, and booked meetings
    • Formula: Reached ÷ Attempted
  • All statuses now include hover tooltips for clarity
  • Status updates:
    • Executed renamed to Complete
    • Ended added as a new manual stop status

​

Bug Fixes & Quality Improvements

• Added “Phone Agent Only” label in Call Settings
• Fixed minor validation and UI layout issues in file upload and campaign modals

​

Feature Releases

• Edit Project Name from Dashboard
  • You can now rename any project directly from the three-dot menu on the AVA home screen.
  • Opens an inline input field with Save and Cancel buttons.
  • Replaces the previous workflow where project names were fixed post-creation.
• Updated Download Results for Campaigns
  • The Download Results button on the Project > Campaign page has been fixed and updated.
  • CSV includes: Project Name, Campaign Name, Start Time, To, From, First Name, Last Name, Email, Status, Duration, Sentiment, Appointment.
  • Appointment field displays a timestamp or “No information provided”.
  • Download is available for:
    • Completed campaigns
    • Paused campaigns (if they contain at least one call record)
    • In-progress campaigns (shows the most recent data)
  • No file is generated for campaigns with no call history.
• Agent Voice and Caller Name Fallback
  • “AI Assistant” has been relabeled to “Agent Voice” across all views.
  • If Caller Name is left blank in campaign settings, AVA will now default to the Agent Voice name for outbound calls.
• Ability to create a Knowledge Pack
  • In our initial rollout this is supported for Business Growth and Agency Unlimited plans. One Knowledge Pack per subscription.
  • Knowledge Packs unlock the ability to upload files or URLs for either outbound, inbound and web calls.

​

Bug Fixes

• Restored sticky behavior for the bottom bar on collapsed campaign pages.
• Fixed dropdown close behavior for Current Period on the agency admin screen.
• Resolved inconsistent font sizes and weights across admin and partner dashboards.
• Campaign Delete button is now correctly styled as red.
• Corrected fallback logic for Caller Name when left empty.
• Removed pagination display when only one item is present in a list.

​

Feature Releases

• Starter Agent for New Users
  • All new AVA accounts (Agency, Business, or Sub-account) now receive a pre-built inbound agent immediately after sign-up.
  • Designed to improve onboarding by letting users test AVA instantly.
  • Includes:
    • Default phone agent with pre-filled configuration
    • Auto-created contact based on onboarding details
    • Agent can be deployed after attaching a number
    • “Test Agent” button visible directly on the dashboard
• Call Settings: End Call After Silence
  • New setting for inbound and outbound agents to automatically end calls after inactivity.
  • Prevents wasted minutes on dead air or spam calls.
  • Configurable durations: 30, 60, 90, or 120 seconds
  • Applies to:
    • Web Widget
    • Inbound Calls
    • Outbound Campaigns
• Inbound Notification Email Template Update
  • Applies when the “Notify Representative via Email” smart action is enabled.
  • Refined design includes:
    • Call duration, contact name, agent name, and sentiment
    • A Key Points section
    • Direct Call History link to the specific call
  • Addresses formatting issues and improves follow-up clarity
• Improved Agent Cards on Home Screen
  • Agent cards now show type badges (Phone, Web, or both)
  • “Test Agent” button added to allow instant simulation
  • Call History access moved to the three-dot menu (⋮)
• Contact Source Tracking (“Added From” Column)
  • Contacts now display where they came from:
    • Web Widget
    • Manual Entry
    • CSV Upload
    • CRM Integration
  • Helps eliminate confusion caused by anonymous +1 entries
• Contact Deduplication for Web Widget
  • Web Widget now checks both phone and email before creating a new contact
  • Matching both fields prevents duplicates
  • Blank-number contacts are labeled “No Phone Number”, with a tooltip
• Scenario Creation Flow Simplified
  • Users now only need to enter the project name—description is no longer required
  • Also fixed a state-retention bug when canceling a new scenario
• Global Mandatory Field Indicator
  • All required fields now marked with a red asterisk for clarity
  • Applies platform-wide and replaces the prior black marker system
• Mandatory Field Fix: Client Follow-Up Scenario
  • The following fields are now required:
    • Sentiment Response (Positive, Neutral, Negative)
    • Follow-Up Message (Positive, Neutral, Negative)
  • Prevents issues like AVA saying “slash slash” during test or live calls
• Inbound Agent Settings Menu Repositioned
  • The Settings button for inbound agents is now located at the top of the agent configuration screen for easier access
• Stripe Connect: White-Label Billing Branding
  • Available for Agency Unlimited accounts using Stripe Connect
  • Agency branding now appears on client bank statements, replacing Thinkrr branding

​

Core Features

​

Outbound Calling

​

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

​

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.

​

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)

​

Best Practices

​

Setting Up Projects

​

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.

​

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

​

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.

​

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.

​

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

​

Document Changes

​

Home Page & Onboarding

​

Core Features

​

Phone Numbers

​

Outbound Calling

​

Inbound Calling

​

Core Features

​

Outbound Calling

​

Information Architecture Updates

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

​

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

  ​

  Usage & Billing

  ​

  Minute Consumption

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

​

Best Practices

​

Setting Up Projects

​

Core Features

​

Contact Management & Data Flow

​

Best Practices

​

Setting Up Projects

​

Agent Updates

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

​

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

​

Core Features

​

Contact and Data Management

​

Usage & Billing

​

Agency Features

​

Product Overview

​

Getting Started

​

Key Benefits

​

Core Features

​

Inbound Calling

​

Outbound Calling

​

Voice & AI Capabilities

​

AI Assistants

​

Support & Resources

​

Support Channels

​

Training Resources