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 Cold Transfer

Custom Multi-Topic Scheduler

Event Follow-Up Scheduler

Real Estate Market Engagement

Strategic Sales Opportunity Scheduler

Recruitment Outreach Scheduler

Event Attendance Confirmation

Generic Sales Closer Scheduler

Qualification Scheduler

Real Estate Interest Qualifier Scheduler

Data Collection

Client Follow-Up

Generic Outbound Scenario

Generic Outbound Scheduler

Generic Outbound Scenario with Cold Transfer

Appointment Reminder

Details

1. Creating Outbound Projects in AVA

1. Log into the AVA platform and navigate to the Outbound Projects section.

2. Click “Add New Project” and provide a project name and description.

3. Choose a Scenario, such as:

   • Event Follow-up Scheduler for post-event outreach.
   • Proactive Recruitment Outreach for targeted engagement.
4. Configure the project settings:

   • Select an AI assistant.
   • Customise greeting scripts, meeting value propositions, and meeting durations.
5. Save the project, which will now appear in the Outbound Projects list.

2. Using AVA with NIKO/GHL Automations

Dynamic Outbound Call:

1. Create a new automation in NIKO/GHL.

2. Add the Dynamic Outbound Call action to your workflow.

3. Map the contact fields (e.g., phone number, name, email) to AVA’s project configurations.

4. Publish the automation to enable outbound calls.

Contact Called Trigger:

1. Add the Contact Called trigger to your automation.

2. 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

1. In your automation, select Update Contact Field or another action.

2. Click the text field to access the dropdown menu of available custom values.

3. Navigate to Ava Voice AI > Contact Called to view associated payload values.

4. 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

1. 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.

1. 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).

1. 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.

1. 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

What happens if I create a project in AVA? Will it sync with NIKO/GHL workflows automatically?

A: Currently, projects created in AVA do not automatically sync with NIKO/GHL workflows. For a project to be used in a NIKO/GHL workflow, you must manually set it up as a Dynamic Outbound Call action within the workflow. Additionally, configurations set in AVA (e.g., greeting scripts, meeting details) do not sync with NIKO/GHL and must be manually mirrored in your workflows.

However, all Call History from AVA is synced back into the platform, allowing you to review call details, listen to recordings, and access transcripts directly within AVA. This ensures that even though configurations are not synced, you have a complete history of all interactions for reference.

How do I know which Payload Values are available for a scenario?

A: The Payload Values available depend on the scenario you’ve selected in AVA. To check, open your workflow in NIKO/GHL and select an action like **Update Contact Field (**the tag icon inside the action). Navigate to Ava Voice AI > Contact Called to view the list of available values. Review the dropdown to understand what you can process, such as transcripts, meeting details, or sentiment.

Also refer to the documentation for each scenario for further details.

What happens if the Dynamic Outbound Call fails to execute in a workflow?

A: If a Dynamic Outbound Call fails to execute, check the following:

• Ensure that the contact’s phone number is valid and formatted correctly.
• Verify that the AVA project linked to the action is active and properly configured.
• Review the Execution Logs inside the workflow for details about the error.
• Confirm that your NIKO/GHL automation is published and the action is correctly set up.

If the issue persists, contact our support team at [e-mail].

Can I trigger multiple workflows based on the same call outcome?

A: Yes, you can. Use the Contact Called trigger in NIKO/GHL workflows and apply Call Status Filters to segment actions. For example, you could trigger:

• A workflow to send an email confirmation if the status is Meeting Booked.
• Another workflow to schedule a follow-up attempt for No Answer.

By combining multiple workflows, you can tailor outcomes to fit your needs.

Is it possible to build sentiment-based automations in NIKO/GHL?

A: Yes! AVA provides a Call Sentiment payload value that can be used in workflows. For example:

• If sentiment is Positive, you could move the contact to a “Hot Lead” stage in your pipeline.
• If sentiment is Negative, you could tag the contact for a priority follow-up or escalate the case to a team member.

This allows for advanced sentiment-based automations to improve your contact handling.

How can I handle contacts with ‘No Answer’ or ‘Voicemail’ call statuses efficiently?

A: For No Answer:

• Use the Contact Called trigger with the No Answer filter to tag the contact for a follow-up attempt or schedule a reminder call.

For Voicemail:

• If a message was left, store the voicemail transcript with the contact, either in a custom field or within the Notes.
• If no message was left, tag the contact to prioritise another call attempt during a more optimal time.

Efficiently handling these statuses ensures no leads slip through the cracks.

---

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 [e-mail].