AIVO Connect User Guide

1. Getting Started

AIVO Connect gives your business an AI-powered phone assistant that answers calls, books appointments, and handles customer questions around the clock. Here is how to go from sign-up to your first live call.

Sign Up and Onboard

Configure Your AI Assistant

Make Your First Test Call

Dial your new AIVO number from any phone. The AI will greet you using your configured greeting and respond based on your knowledge base. After the call, check the Call Logs page to review the transcript and recording.

2. Knowledge Base

The knowledge base is the brain behind your AI assistant. Every FAQ, article, and piece of business information you add here feeds directly into how the AI responds to callers.

Adding FAQs and Articles

Go to Knowledge Base in the dashboard sidebar. Click Add Entry and provide a question and answer pair, or write a longer article covering a topic in depth.

• Short FAQswork best for direct questions like "What are your hours?" or "Do you accept insurance?"
• Longer articles are ideal for complex topics like return policies, service descriptions, or pricing breakdowns.

Categories for Organization

Group related entries into categories (for example, "Hours & Location", "Pricing", "Services"). Categories help you stay organized and make it easier to audit your content over time.

How Knowledge Syncs to the AI

Every time you create, edit, or delete a knowledge base entry, the AI automatically updates its understanding. There is no manual sync button or delay. Changes take effect on the next call.

Best Practices

• Be specific. Instead of "We have flexible hours", write "We are open Monday through Friday, 9 AM to 6 PM EST, and Saturday 10 AM to 2 PM."
• Include pricing, hours, policies, and service details. The more the AI knows, the fewer calls it needs to transfer.
• Update entries when information changes (seasonal hours, new services, price adjustments).
• Write answers the way you would want a receptionist to say them out loud.

3. Voice & AI Settings

Fine-tune how your AI assistant sounds and behaves. These settings are found under Settings > AI Assistant and Settings > Advanced AI.

Choosing a Voice

AIVO offers two tiers of voices:

• Standard voices are high-quality text-to-speech voices suitable for most business use cases.
• Ultra voices deliver near-human naturalness with expressive intonation. They support Expressive Mode for even more lifelike delivery.

TTS Provider Selection

Choose the text-to-speech engine that powers your assistant's voice. Available providers:

• AIVO Native (default, optimized for low latency)
• AWS Polly
• Azure Cognitive Services
• ElevenLabs (premium, ultra-realistic)
• Inworld

STT Provider Selection

Choose the speech-to-text engine for transcribing caller speech:

• Whisper (OpenAI, strong multilingual support)
• Deepgram (fast, low latency)
• Azure (enterprise-grade)

Expressive Mode

Available for Ultra voices only. When enabled, the AI adds natural emphasis, pauses, and intonation shifts to sound more conversational and empathetic.

Silence Detection Timeout

Controls how long the AI waits after silence before responding or prompting the caller. A shorter timeout makes conversations feel snappy; a longer timeout gives callers more time to think.

Interruption Sensitivity

Adjusts how easily a caller can interrupt the AI while it is speaking. Higher sensitivity means the AI stops talking sooner when it detects the caller starting to speak.

Max Call Duration

Set a maximum length for calls (in minutes). When the limit is reached, the AI will politely wrap up the conversation. This helps manage costs and prevents unusually long calls.

Custom Greeting and Instructions

Write a custom greeting that plays at the start of every call (for example, "Thanks for calling Sunset Dental! How can I help you today?"). You can also add system-level instructions that guide the AI's behavior throughout the call.

4. Voice Cloning

Create a unique voice for your AI assistant that matches your brand personality. AIVO supports two approaches to custom voice creation.

Design a Voice from a Text Description

Describe the voice you want in plain language (for example, "warm female voice with a slight Southern accent, friendly and professional"). The AI will generate a voice that matches your description. You can preview it, tweak the description, and regenerate until it sounds right.

Clone a Voice from an Audio Recording

Upload a clear audio recording (at least 30 seconds) and AIVO will create a voice clone. This works well if you want your assistant to sound like a specific team member or spokesperson.

Using Custom Voices

Once created, your custom voice appears in the voice selection dropdown under Settings > AI Assistant. Select it like any other voice. Custom voices work with all supported TTS providers.

5. Multilingual Support

Serve customers in their preferred language without hiring multilingual staff.

Setting Your Primary Language

Choose between English and Spanish as your primary language under Settings > AI Assistant. The AI will default to this language for greetings and responses.

Enabling Bilingual Mode

Turn on bilingual mode to let the AI dynamically switch between English and Spanish based on the caller's language. The toggle is in Settings > AI Assistant.

How Language Switching Works

When bilingual mode is active, the AI detects the caller's language within the first few seconds and switches accordingly. If a caller starts in English and then switches to Spanish mid-call, the AI follows along seamlessly.

6. Call Management

Track every call, review transcripts, listen to recordings, and provide feedback to improve AI performance over time.

Call Logs and Transcripts

The Calls page shows a complete log of every call your AI has handled. Each entry includes the caller number, duration, timestamp, and a full transcript of the conversation.

Listening to Recordings

Click any call to expand it and use the inline audio player to listen to the recording. You can scrub through the timeline and listen to specific parts of the conversation.

Call Feedback

Rate each call with a thumbs up or thumbs down. If the AI gave an incorrect answer, click the thumbs-down icon and add a correction explaining what the right response should have been.

How Corrections Improve the AI

When you submit a correction, it feeds back into the AI's learning process. The system uses your feedback to adjust responses and avoid repeating the same mistake. Over time, this makes your assistant increasingly accurate.

Live Call Status

A real-time indicator on the dashboard shows when a call is actively in progress. You can see the caller number and duration in real time.

Caller Enrichment

AIVO automatically performs a number lookup for every incoming call, showing the carrier name and caller name (when available) in the call log. This helps you identify callers even before they introduce themselves.

7. Appointments & Booking

Let your AI assistant book appointments directly during phone calls, or share a public booking page for self-service scheduling.

Managing Appointments

The Appointments page in your dashboard shows all upcoming and past appointments. You can create, edit, or cancel appointments manually. Each appointment includes the contact name, date, time, service type, and any notes.

Public Booking Page

Every AIVO account gets a shareable booking URL. Send it to customers so they can schedule appointments at their convenience without calling. The booking page shows your available time slots and collects the necessary information.

AI-Powered Booking During Calls

When a caller asks to schedule an appointment, the AI checks available slots, suggests times, and confirms the booking in real time. The appointment appears in your dashboard immediately. If you have Google Calendar connected, it syncs there too.

8. Contacts & CRM

Keep track of every person who interacts with your business. AIVO automatically creates contacts from incoming calls.

Managing Contacts

The Contacts page lists everyone in your database. Click any contact to see their full history: calls, appointments, notes, and tags.

CSV Import

Bulk-import contacts from a CSV file. Click Import, upload your file, map the columns to AIVO fields (name, phone, email, etc.), and confirm. Existing contacts with matching phone numbers will be updated rather than duplicated.

Merge Duplicates

AIVO detects potential duplicate contacts and lets you merge them with one click. Merging combines call history, appointments, and notes from both records into a single contact.

Contact Tags

Add tags to organize contacts (for example, "VIP", "New Patient", "Follow Up"). Tags make it easy to filter and segment your contact list.

9. Team Management

Invite your team and control who can access what.

Inviting Team Members

Go to Settings > Team and click Invite Member. Enter their email address and choose a role. They will receive an invitation email with a link to join your organization.

Roles

• Owner– Full access to everything, including billing and account deletion.
• Admin– Full access except billing and ownership transfer.
• Member– Can manage calls, contacts, appointments, and knowledge base. Cannot change settings or invite users.
• Viewer– Read-only access to call logs, contacts, and analytics. Cannot make changes.

Managing Permissions

Change a team member's role at any time from the Team settings page. You can also remove members or resend invitations that have not been accepted yet.

10. Analytics & Reports

Understand how your AI assistant is performing and measure the impact on your business.

Dashboard Analytics

The main dashboard shows key metrics at a glance: total calls, average call duration, calls handled vs. transferred, appointments booked, and customer satisfaction ratings.

AI Impact Card

The AI Impact card shows an estimated ROI based on calls handled, estimated time saved, and the equivalent labor cost. This helps you quantify the value your AI assistant provides.

Downloading CSV Reports

Export your call data, contacts, or appointments as a CSV file for use in spreadsheets or other systems. Click the Export button on any list page.

Weekly Email Reports

Every Monday, AIVO sends an automated email summary to all team members with Owner or Admin roles. The report includes the previous week's call volume, top questions asked, appointment bookings, and AI performance highlights.

11. Integrations

Connect AIVO to your existing tools to automate workflows and keep everything in sync.

Google Calendar

Connect your Google Calendar under Settings > Integrations. Once linked, appointments booked through AIVO (by phone or booking page) automatically appear on your calendar. Availability is synced both ways so the AI never double-books.

Google Sheets

Enable the Google Sheets integration to automatically log every call and new contact to a spreadsheet. Great for teams that use Sheets for reporting or record-keeping.

Notion

Sync appointments to a Notion database. Each booking creates a new entry with all relevant details (contact, time, service, notes).

Zapier

Connect AIVO to over 5,000 apps through Zapier. Use webhooks as triggers to automate virtually any workflow. See the Zapier Integration Guide for step-by-step instructions and popular recipes.

Webhooks

For custom integrations, configure webhook endpoints that receive real-time events (call completed, appointment booked, contact created, etc.). See the Webhooks Documentation for payload formats and setup instructions.

12. Website Widget

Add a click-to-call widget to your website so visitors can reach your AI assistant directly from their browser.

Embedding the Widget

Go to Settings > Widget to find your embed code. You have two options:

• Script tag – Paste a single <script> tag before your closing </body> tag. The widget renders as a floating button.
• Iframe– Embed the widget inline on any page using an iframe for more control over placement.

Customizing Colors and Position

The widget settings page lets you customize the button color, text, and screen position (bottom-left or bottom-right) to match your website's branding.

<!-- Script embed example -->
<script
  src="https://widget.aivo-connect.com/v1/loader.js"
  data-aivo-id="YOUR_ORG_ID"
  data-color="#10b981"
  data-position="bottom-right"
  async
></script>

13. Documents & Compliance

Upload and manage compliance documents required for your phone number and business verification.

Uploading Documents

Navigate to Settings > Documents and click Upload. Select the document type, attach the file (PDF, JPG, or PNG), and submit. Documents are reviewed and verified within a few business days.

Document Types

• Business registration / articles of incorporation
• Tax certificate or EIN letter
• Proof of address (utility bill, lease agreement)
• Government-issued ID (for sole proprietors)
• Letter of authorization (for number porting)

14. API Access

Build custom integrations and automate workflows with the AIVO REST API.

Creating API Keys

Go to Settings > API Keys and click Create Key. Give it a descriptive name (for example, "CRM Sync" or "Analytics Dashboard") so you can identify it later.

Key Rotation

Rotate keys periodically for security. Click the rotate icon next to any key to generate a new secret. The old key will continue working for 24 hours to give you time to update your integrations.

Scoped Permissions

When creating a key, select which resources it can access (calls, contacts, appointments, knowledge base, etc.). Follow the principle of least privilege and only grant the permissions each integration actually needs.

Interactive API Docs

Explore every endpoint, try requests live, and see response examples in the Interactive API Documentation.

15. System Status

Monitor AIVO's operational health at a glance.

Health Indicator

A colored dot in the dashboard header shows current system status:

• Green– All systems operational. Calls, AI, and integrations are running normally.
• Yellow– Partial degradation. Some features may be slower than usual.
• Red– Service disruption. The team is actively working on a fix.

Checking Status

Click the status dot to see detailed component status and any active incidents. You can also visit the public status page for historical uptime data.

16. Billing & Plans

Choose the plan that fits your business and manage your subscription.

Plan Comparison

Managing Your Subscription

View and manage your current plan under Settings > Billing. From there you can:

• Upgrade or downgrade your plan
• Update payment method
• View invoices and payment history
• Cancel your subscription