Responder is Avoca’s AI call-handling product. Open Products → Responder to review performance and configure how the agent handles customer calls.
Responder pages
Your Responder navigation can include:
- Overview: Call volume, outcomes, and progression through the call flow
- Notifications: Notification behavior, content order and guidance, and Microsoft Teams delivery when enabled
- Functionality: Scheduling, job creation, booking provider, and spam controls
- Bookability: How Avoca decides whether a request can be booked
- Transfer Destinations: Where and when a caller can be transferred
- Pre-call Transfer Rules: Conditions that can route a call before the normal agent flow
- Call Classification: Booked lead, unbooked lead, and non-lead outcomes
- Simulation Testing: Repeatable scenarios for checking configuration before launch
- Drop-off Analysis: Where callers leave the Responder flow
Some tabs appear only when enabled for your team.
Recommended configuration order
- Complete Business Info → Knowledge Base with accurate services, hours, policies, and guidance.
- Configure service and availability rules in Business Info → Booking Windows.
- Review scheduling and booking behavior under Functionality and Bookability.
- Add transfer destinations and their routing rules.
- Define call classifications that match your reporting needs.
- Run simulations and test calls.
- Review live calls after launch and correct the source configuration when behavior is wrong.
Treat the Knowledge Base, booking configuration, and agent configuration as a single system. Conflicting instructions across those areas can produce inconsistent answers.
Before saving a change
Confirm whether it affects all callers, only a service or business unit, a time window, or a specific agent. Changes to booking, transfer, or classification rules can affect reporting and live customer routing immediately after they are applied.
Use Simulation Testing for repeatable scenarios and Deploy → Testing to review actual test calls. 
