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Responder is Avoca’s AI call-handling product. Open Products → Responder to review performance and configure how the agent handles customer calls.

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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.
  1. Complete Business Info → Knowledge Base with accurate services, hours, policies, and guidance.
  2. Configure service and availability rules in Business Info → Booking Windows.
  3. Review scheduling and booking behavior under Functionality and Bookability.
  4. Add transfer destinations and their routing rules.
  5. Define call classifications that match your reporting needs.
  6. Run simulations and test calls.
  7. 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.

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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.