- Source list: Avoca Help Center Articles (Google Doc)
Draft outline
- How to find and review calls
- How to understand rubric scores
- What to do when something is misclassified
- Common troubleshooting
Best Practices
- Overview
- Be prepared for your first bot testing call
- What to expect during your onboarding meeting?
- Best Practices for Transferring with Avoca
- Best practices for bot virtual assistant disclosure
- Best practices for message-taking bots
- Best practices for follow-up to Avoca calls
- Best practice for First Line of Defense?
- Tips for a successful Go Live
Coach
Outbound
Responder
- Overview
- How to enter postal codes in Services Areas
- How to use booking windows in the Avoca Dashboard
- How to change/delete user access?
- How to set up Fees and Rulesets?
- How to Set Up Holidays and Holiday Fees in the Avoca Dashboard
- On-Call Calendar Setup & User Guide
- How to use the feedback doc?
- How to create a support ticket?
- How to Configure and Use Avoca Capacity
- How does ST forward numbers to Avoca?
- How to set up Call Reason Mapping
- Notifications Settings
- How to Configure Transfer Destinations
- Managing Business Units and Job Types
- Adding Guidance for Service and Appointment Types
- How to review calls in the Avoca Dashboard
- Difference between Appointment/Service Type Guidance, Business Unit and Job Type Descriptions?
- How to Manage Tags in Avoca (ServiceTitan)
- How to set up Appointment/Service Type Guidance
- How to define what an emergency is in Avoca
- How to set up Holidays?
- Upload additional information using CSV/PDF files
ServiceTitan
Simple Scheduler
Speed to Lead
Dashboard
Coach
CSR Guide to Coach
Last modified on February 19, 2026