Scenarios Overview
The AVA platform offers powerful tools, called scenarios, used for managing AI Voice Calling outbound projects, seamlessly integrating with NIKO (our tailored version of GHL) and supporting agency users working with their own versions of GHL.
Overview
It enables users to trigger AI-driven voice calls through Dynamic Outbound Call actions and automate workflows using Contact Called triggers. With Call Status Filters, users can tailor workflows based on call outcomes, and Payload Values provide scenario-specific data for further automation and reporting.
This guide combines all the essential details for setting up outbound projects, using call status filters, and accessing payload values in workflows.
Terms & Definitions
| Term | Definition |
|---|---|
| AVA Platform | A software platform for managing AI Voice Calling scenarios. |
| Outbound Project | A project within AVA defining the configuration of AI voice calls for specific use cases. |
| Scenario | Pre-defined templates in AVA tailored to specific needs, such as Event Follow-up Scheduler or Proactive Recruitment Outreach. |
| NIKO | A tailored version of GHL designed for our business users. |
| Agency Users | Users working with their own versions of GHL for CRM and marketing automation workflows. |
| Dynamic Outbound Call | A GHL/NIKO automation action that triggers an outbound call in AVA using a selected scenario. |
| Contact Called | A GHL/NIKO automation trigger that activates based on call outcomes in AVA. |
| Call Status Filters | Filters applied to the Contact Called trigger to segment actions based on call outcomes. |
| Payload Values | Scenario-specific data accessible at the contact level, such as timestamps, transcripts, or call outcomes. |
Scenarios
Standard Scheduler
Standard Scheduler With Warm Transfer
Custom Multi-Topic Scheduler
Event Follow-Up Scheduler
Real State Market Engagement
Strategic Sales Opportunity Scheduler
Recruitment Outreach Scheduler
Event Attendance Confirmation
Generic Sales Closer Scheduler
Qualification Scheduler
Real State Interest Qualifier Scheduler
Data Collection
Client Follow-Up
Generic Outbound Scenario
Details
1. Creating Outbound Projects in AVA
Log into the AVA platform and navigate to the Outbound Projects section.
Click “Add New Project” and provide a project name and description.
Choose a Scenario, such as:
- Event Follow-up Scheduler for post-event outreach.
- Proactive Recruitment Outreach for targeted engagement.
Configure the project settings:
- Select an AI assistant.
- Customise greeting scripts, meeting value propositions, and meeting durations.
Save the project, which will now appear in the Outbound Projects list.
2. Using AVA with NIKO/GHL Automations
Dynamic Outbound Call:
Create a new automation in NIKO/GHL.
Add the Dynamic Outbound Call action to your workflow.
Map the contact fields (e.g., phone number, name, email) to AVA’s project configurations.
Publish the automation to enable outbound calls.
Contact Called Trigger:
Add the Contact Called trigger to your automation.
Use Call Status Filters to define actions based on call outcomes (see table below for available filters).
3. Call Status Filters
| Call Status | Description |
|---|---|
| Issue Dialling Number | Triggered when the system encounters a problem while dialling the contact’s phone number. |
| Meeting Booked | Triggered when the call results in successfully scheduling a meeting with the contact. |
| No Answer | Triggered when the call is not answered by the contact. |
| User Hung Up | Triggered when the contact disconnects the call before completing the interaction. |
| Voicemail with Message | Triggered when the call is forwarded to voicemail and a message is left. |
| Voicemail with No Message | Triggered when the call is forwarded to voicemail, but no message is recorded. |
4. Understanding Payload Values
Payload values provide additional data from AVA calls and are accessible as custom values in NIKO/GHL workflows. These values vary by scenario and can be used to automate further actions or update contact records.
Accessing Payload Values
In your automation, select Update Contact Field or another action.
Click the text field to access the dropdown menu of available custom values.
Navigate to Ava Voice AI > Contact Called to view associated payload values.
Select the desired value to populate a contact record or process in your workflow.
Examples of Payload Values
| Payload Value | Description |
|---|---|
| Start Time | The exact timestamp when the call started |
| End Time | The exact timestamp when the call ended |
| Transcript | The transcript of the conversation, if available |
| Call Status | The final status of the call (e.g., Meeting Booked, No Answer) |
| Meeting Location | The location of the scheduled meeting (e.g., Virtual or Physical) |
| Appointment Date | The date and time of the scheduled meeting |
| Recording URL | A link to the recording of the call, if applicable |
| Call Sentiment | Sentiment analysis of the conversation, such as Positive, Neutral, or Negative |
5. Customising Workflows with Payload Values
Payload values in AVA workflows can be used to store important information, such as call transcripts, call start and end times, or meeting details. These values can then be processed further within automations or workflows in NIKO/GHL. By combining Call Status Filters with payload values, you can build highly dynamic and advanced workflows. Below are some practical ways to use payload values in your workflows:
Using Call Status Filters
Call Status Filters in the Contact Called trigger allow you to define different paths in your workflow based on the call outcome. For example:
- Meeting Booked: Automatically update the contact’s status and send an email confirmation with meeting details.
- No Answer: Tag the contact for a follow-up attempt or schedule a reminder call.
- Voicemail with Message: Notify your team with a summary of the voicemail or store it in the contact record.
Storing and Using Payload Values
- Storing Payload Data:
- Update a Contact Field to save payload data, such as transcripts, meeting locations, or appointment details, into contact records or custom fields.
- This allows you to retain critical data for further actions or reporting.
- Post-Processing with Custom Values:
- Store a call transcript or other payload value into a custom value in the workflow.
- Use this custom value in advanced actions, such as:
- Sending the transcript to a ChatGPT custom action to generate insights or summaries.
- Creating automated follow-up tasks based on the tone or sentiment of the call (e.g., if sentiment = negative, assign a priority follow-up task).
- Dynamic Workflow Examples:
- ChatGPT Integration: Save the call transcript as a custom value, then pass it to a ChatGPT action to summarize the call or draft a follow-up email based on the conversation.
- Sentiment-Based Actions: Use the Call Sentiment payload value to segment your workflow. For instance:
- If Call Sentiment = Negative, tag the contact as “Needs Attention” and alert the support team.
- If Call Sentiment = Positive, schedule a follow-up meeting to build on the positive interaction.
- Meeting Confirmation Emails: Automatically pull meeting details (e.g., date, time, location) from the payload values and include them in an email template to the contact.
- Advanced Use Cases:
- Pipeline Management: Use the Meeting Booked status to trigger movement in your sales pipeline stages.
- Recording Access: Store the Recording URL as part of the contact record, enabling easy access for future reference or quality control.
- Custom Reporting: Save values like Call Status, Transcript, and Sentiment into custom fields for detailed reporting or analysis.
By combining Call Status Filters with Payload Values, you can automate sophisticated workflows that store, process, and act on call data in real time. These capabilities ensure your workflows are efficient, adaptable, and capable of handling complex business requirements.
FAQs & Troubleshooting
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