Inbound Agent Call

This AVA trigger activates when someone calls an inbound AI agent. Use it to update contacts, log call details, or launch automations.

Overview

The Inbound Agent Call trigger is used when your AVA-powered receptionist receives an inbound call. Once the call ends, this trigger can activate a workflow in GHL or NIKO that checks whether the caller already exists in your system, updates their contact record, or creates a new one entirely.

This is especially useful for businesses using AVA to answer inbound sales or support calls. With the right workflow in place, every call can be logged automatically, key details like time zone or transcript can be stored, and follow-up steps like tagging or internal notifications can happen instantly.

Let’s walk through how to set up and use the Inbound Agent Call trigger.

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Trigger Setup

Start by navigating to the Workflow Builder in GHL or NIKO. Create a new workflow and choose the Inbound Agent Call trigger from the AVA Voice AI category.

Once added, you’ll be able to configure which specific agent(s) the trigger should listen to:

• If you only want this workflow to run when a specific inbound agent is called, select that agent from the dropdown.
• If you want it to apply to all inbound agents, leave the filter empty.

This flexibility is helpful if you’re running multiple AI agents for different teams or call types.

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Filtering by Call Status

After selecting your agent, it’s a good idea to narrow the workflow even further by filtering based on Call Status.

For example, you might only want this workflow to continue if the call ended with a status like:

• Meeting Booked
• Call Completed

This helps prevent the workflow from continuing when the call didn’t go anywhere (e.g., the caller hung up or disconnected).

To set this up, add an If/Else Conditional step inside your workflow and choose the Call Status field from the Inbound Agent Call data. Then define which values should proceed.

⚠️ Be sure to match the call status string exactly — values are case-sensitive and must match AVA’s status output with no typos or extra spaces.

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Finding the Contact

The next step is to determine whether the person calling already exists in your CRM.

Add a Find Contact step and configure it to search by phone number. To do this:

1. Click the tag icon next to the phone number input
2. Navigate to AVA Voice AI → Inbound Agent Call
3. Select the AVA Phone Number field

This is the number that came in during the inbound call. If it matches an existing contact, the system will pull them in automatically.

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If the Contact Is Found

If a match is found, you can continue the workflow with any relevant follow-up actions. These might include:

• Updating the contact’s Notes field with details from the call
• Tagging the contact for future sequences
• Triggering internal notifications or emails

To add notes using AVA call data:

• Click the tag icon inside the Notes action
• Go to AVA Voice AI → Inbound Agent Call
• Select the values you want to include, such as transcript, call time, or sentiment

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If the Contact Is Not Found

If no match is found, AVA provides two possible phone number fields, but only one will contain data:

• AVA Phone Number
• New Contact Phone Number

⚠️ AVA will only return one of these fields depending on the call context. You must check which one has data before proceeding.

Here’s how to handle the fallback logic correctly:

1. Add an If/Else Conditional step to check if AVA Phone Number has a value.
2. If yes:
   • Use it in a Find Contact step.
   • If still no match is found, create a new contact using:
     • Phone Number
     • First Name
     • Email
     • Time Zone
3. If no:
   • Use the New Contact Phone Number in a Find Contact step.
   • If no match is found, create a new contact using:
     • New Contact Name
     • New Contact Email
     • New Contact Phone Number
     • New Contact Time Zone

💡 The “New Contact” values are returned when:

• AVA has never seen the number before, or
• The caller provided a preferred number different from their initial one during the call

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Creating a New Contact

Once you’ve determined which phone number is valid and confirmed that no match was found, you can create a new contact.

Add a Create Contact action and map the fields using the correct Inbound Agent Call source, based on which number is available:

• First Name
• Last Name
• Phone
• Email
• Time Zone

It’s especially important to map the time zone if you plan to send follow-ups or schedule additional calls later — AVA provides this automatically during the call.

Once the contact is created, you can continue the workflow with tagging, notes, or other follow-up steps based on the call data.

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FAQs & Troubleshooting

General Questions

When does this trigger activate?

The Inbound Agent Call trigger activates after the inbound call ends. It does not run in real time while the call is in progress.

Do I need to set a specific agent?

No. If you want the trigger to fire for all agents, just leave the filter blank. But if you’re managing multiple agents with different roles, it’s a good idea to specify which one should trigger the workflow.

Can I use this trigger alongside call status filters?

Yes. You can use If/Else Conditional logic inside the workflow to check the Call Status field and define different actions based on how the call ended (e.g. Meeting Booked vs. Voicemail).

Configuration

Which phone field should I use to find the contact?

First check if AVA Phone Number contains data. If it does, use it to find the contact. If it’s empty, check New Contact Phone Number instead.

What happens if the contact doesn’t exist?

Depending on which phone field is returned, create a new contact using the associated data:

• If using AVA Phone Number, use fields like Name, Email, and Time Zone
• If using New Contact Phone Number, use fields like New Contact Name, New Contact Email, and New Contact Time Zone

Where can I find fields like call time, transcript, or sentiment?

All of these fields are available under AVA Voice AI → Inbound Agent Call. You can use them in notes, tags, field updates, or any other step that accepts dynamic values.

Usage and Results

Can I use this trigger to route leads automatically?

Yes. You can assign leads based on who they spoke with, what the call was about, or even how the conversation went. Just use filters, tags, or branching logic in your workflow.

What’s the best way to handle voicemail or no-answer calls?

You can combine this trigger with status filtering to skip incomplete calls or route them differently. For example, if the call didn’t complete, you might tag the contact and schedule a retry later.

Is the time zone field really necessary?

It’s optional but highly recommended. Mapping the time zone during contact creation ensures future automations — like outbound calls or meeting invites — happen at the right time for the lead.

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