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Engagement Hub — Quick Guide

Audience: Coordinators and account owners using Aventora Admin → Engagement Hub.

How to set up time and calendar, configure call behavior, run Single and Bulk outreach, review Analysis, and set Notifications. This guide does not cover telephony provisioning, CRM sync, APIs, Chat Center, Email Pull setup, or Campaigns.

First login? Complete the Engagement Hub Onboarding Guide first. For deeper ops detail, see User Manual — Part 3.

Account, calendar, and time​

Path: Engagement Hub → Account Settings → Calendar

Use this so outreach only runs when you are available, and so appointment booking can offer real open slots.

Working hours​

  1. Open Account Settings → Calendar.
  2. Under Working Hours, expand Call Availability (phone) and Messaging Availability (SMS / WhatsApp).
  3. For each weekday, set Available or Unavailable, then start and end times.
  4. Use Available for calls when you want outbound bridges and inbound rings; switch to Not available (away) when you are out (messaging hours are separate).
  5. Click Save working hours for each section you change (call and messaging save separately).

Hub schedules calls and callbacks inside these windows.

Timezone and appointment defaults​

Still on Calendar, in Calendar Settings:

  1. Set Timezone (and Domain timezone (office hours) if your office timezone differs).
  2. Set Appointment Duration (minutes), Business Start Hour / Business End Hour, Days Ahead, and Buffer Minutes as needed for booking.
  3. Turn on Enable Calendar Integration when you want Outlook/Google used for availability.
  4. Click Save All Settings at the bottom of Account Settings.

Working hours are saved with Save working hours; they are not included in Save All Settings.

Connect Outlook or Google​

Needed for appointment-booking outreach.

  1. On the Calendar tab, under Calendar Authorization, choose Outlook or Google.
  2. Click Authorize Outlook or Authorize Google and finish the popup sign-in.
  3. Confirm the badge shows Connected / Calendar Connected.

You can also manage personal scheduling under Aventora Calendar (same Account Settings page) or Engagement Hub → Calendar. If Aventora Calendar has no hours saved for a user, Domain Assistant fills Monday–Friday, 9:00 AM–5:00 PM and booking offers the first remaining slot after now (in that user's timezone). Confirm the display number customers see was set during onboarding (or by your account owner).

Call settings​

Path: Engagement Hub → Account Settings → Calls

Account owners use Call Settings to control how outbound work behaves for the whole organization.

  1. Open Account Settings → Calls.
  2. Adjust the settings below.
  3. Click Save All Settings.
SettingHow to use it
Pause Engagement HubTurn on to stop all outbound calls and messages (for example during an outage or holiday). Queued work is rescheduled. Turn off when you are ready to resume.
Max Concurrent Calls Per UserSet how many phone calls one user may run at once. Lower this if you want a lighter load on staff bridges.
Default Call Duration (minutes)Used when a Single or Bulk call does not specify a duration. Match a typical conversation length for your team.
Customer dedup window (days)Enter days to skip contacts already contacted recently on CSV/bulk uploads (and email pull). Use 0 to turn dedup off. Does not apply to Single Call.
SMS Fallback When Call Center ClosedTurn on if a phone call is due outside call hours: Hub can start by SMS when messaging hours are open, then schedule the phone call when call hours reopen. Broker callbacks booked over SMS still use call hours (not 24/7 messaging hours).
Play Chime at Call StartTurn on if you want a short chime when a phone call begins.

Other Call Settings (retries, call switching, domain questions) are available on the same tab for advanced tuning; leave defaults unless your team has a specific process.

Single Call​

Path: Engagement Hub → Single Call

Use for one-off outreach: a VIP callback, a confirmation, or a test before a bulk run.

Start a call or message​

  1. Open Single Call.
  2. Click Start New Call (page may show Initiate Single Call).
  3. Fill the form:
    • Client Name and Client Email (required).
    • Phone Number (required unless Channel is Email).
    • Call Type: Informational, Confirmational, Appointment Booking, or Conversational.
    • Channel: Phone Call, SMS Message, WhatsApp Message, WhatsApp Voice, or Email (options depend on your account).
    • Instruction (required): unwrapped text is notes for the assistant; wrap the whole message in [...] to send it as written. Use {name} for the first name. See How to write Instructions.
  4. Optional fields when they appear:
    • Instruction mode (non-email): Override, Script, or Context. Override/Context treat unwrapped text as a brief. Use Script or wrap the whole message in [...] when the opening must be said verbatim.
    • Calendar Routing (Appointment Booking): your calendar or any team member.
    • Broker Phone Number (Conversational), Call Duration (phone), Language, Booking ID (Confirmational), email template/subject (Email).
    • Photos (Email): add up to 5 JPEG, PNG, GIF, or WebP images. Each must be 4 MB or smaller, and 8 MB combined. Recipients download them with the email.
    • Questionnaire: optional questions asked on the same channel as the outreach. A phone call asks them on the call before connecting. SMS, WhatsApp, and email ask on that channel. When to ask is Only after hours or Every call. One line per question. Pick the answer type first (any answer, VIN, Canadian postal code, Canadian driver's licence, age, whole number, or currency). Phone number, American ZIP code, and American driver's license appear on a US deployment. That fills the question, which you can edit. The question id is assigned automatically. Choose Custom pattern only when none of those fit. The same editor is on Email Pull, next to Default Instruction.
  5. Click Make Call, Send Message, or Send Email (label matches the channel).
  6. On success you return to the list; check Recent Calls (Contact, Type, Channel, Status, Outcome). Use Refresh if status is still updating.

If the contact is on a do-not-contact list or has hit max attempts, Hub blocks the send and shows an error — fix the contact or wait before retrying.

When the customer is not ready, the closing line includes the callback number for that user, or the account phone when the user phone is not available.

When the call center is closed, a reply that declines, opts out, says they already have coverage, or says the customer already spoke with someone cancels the next-morning callback. A reply with a time ("call me at noon") books that time. A date such as November 9 books that date, not the digit as a clock hour. Asking to continue by text hands the thread to a person and stops the phone retries. Callback times are in office time and say today, tomorrow, or the date.

Questionnaire​

Path: Engagement Hub → Questionnaire

Shows every questionnaire started today (office timezone) that has at least one answer, whatever the call status, plus older unfinished calls that have answers. Only after hours collects them while the office is closed. Every call collects them as soon as the outreach starts.

  • Active calls are the top tiles, in their own color. These are calls In Progress.
  • Other unfinished calls that already have answers (for example queued) are listed underneath.
  • Finished today lists today's calls that are done, connected, failed, blocked, or cancelled, so answers stay visible after the customer is connected.
  • Calls with no answer, and finished calls from earlier days, are not shown.
  • Answers are stored as the customer said or wrote them (the full reply).
  • Cancelling an engagement stops its questionnaire. A later text from that customer is a normal reply.
  • The greeting and the questions go out together. Email lists every question in that first email. Text asks the first question in the greeting, then one question at a time.
  • Each tile shows the customer name and the phone number or email for that channel.
  • Open a tile to read the conversation and the questions and answers. The page does not connect, reschedule, or edit the call.

Bulk Call​

Path: Engagement Hub → Bulk Call

Use for list campaigns (reminders, confirmations, re-engagement). Check credits on the Dashboard before large uploads.

Standard CSV or Excel upload​

Best when your file already has Hub columns (phone, name, instruction, and related fields). See Bulk Call CSV Guide.

  1. Open Bulk Call.
  2. Under Upload Call List → Select File and Upload, choose your CSV or Excel file.
  3. Optionally Download Sample CSV Template or expand View File Format Details if you are unsure of columns.
  4. Click Upload and Queue.
  5. If Hub finds duplicates, choose Remove duplicates and continue or Cancel upload.
  6. On success, note the Batch / Job IDs under Upload Successful! or Upload Accepted.
  7. Monitor Batch History (File Name, Status, Total, Completed, Failed, Queued). Status moves from ingesting to processing as rows run.

Mapped Upload​

Best when the spreadsheet only has contact columns (for example phone and name) and you want shared defaults for the whole file.

  1. On Bulk Call, click Mapped Upload and select the file.
  2. On the Mapped Upload page, set shared defaults: call type, channel, language, duration, phones, and Instruction (required).
  3. Map each required column (or choose “use form value” where offered). Phone or email must map depending on channel.
  4. For large files (over 100 rows), set Segment size / Row segment if prompted.
  5. Click Upload and Queue, then Back when finished. Track progress in Batch History.

Applied Upload​

For Applied Systems CSV exports.

  1. Click Applied Upload and select the Applied Systems CSV.
  2. In the Applied Upload dialog, set Call type, Channel, Instruction (required), and optional Phone.
  3. Click Upload and Queue. Defaults are saved on the account for next time.

Analysis​

Path: Engagement Hub → Analysis (page title Call Analysis)

Tabs: Ask AI | Analytics | Call Details | Reports.

Filter what you are looking at​

On Analytics (and shared filter context):

  1. Open the Filter Calls card.
  2. Set Inbound channel (All, Single call, Bulk uploads, or a specific bulk Batch).
  3. Set Date Range.
  4. Click Refresh when the button appears after you change filters.

Call Details — review one engagement​

  1. Open the Call Details tab.
  2. Use filters: search by phone, call SID, or instruction; set Status / Outcome / Channel / Call Type; click Apply Filters.
  3. In Call Logs, find the row (Contact, Type, Channel, Status, Outcome, Started, Attempts).
  4. Open the row to view Conversation History / Call Details. Call Information shows contact, status, and Notifications (who was notified, which rule/event, and when). For an email engagement, each outgoing message in Conversation History shows Sent, then Delivered and Opened when the recipient's mail client loads the message, or Bounced when a bounce comes back.
  5. Status and Outcome cells can be edited when your role allows — use that to correct an obvious mis-label after review.

Analytics — campaign health​

  1. Open Analytics and apply filters as above.
  2. Read Total Calls, Success Rate, Unique Outcomes, and Issue Rate.
  3. Use charts such as Call Outcome Distribution to see what happened across the period.

Ask AI — campaign intelligence​

  1. Open Ask AI (may show Experimental or Coming soon depending on your account / ASK_AI_ENABLED).
  2. If enabled: set campaigns and date filters.
  3. Reports (opens first): pick a predefined report card and click Run analysis. Use the info icon on each card to read what that report returns.
  4. Conversation: click the info icon for question types and asking tips. Ask a reporting question (dates and channel can be in the question or filters). Follow-ups such as “break that down by campaign” stay in the thread until you click New conversation or leave Analysis, and they keep the previous question’s date range. For staff who were alerted, ask who received the notification and how those engagements ended (for example connected calls); ask for recipient emails if you need the addresses.
  5. Review canned-report Results (summary, findings, recommendations, charts). Optionally print or export PDF when available.
  6. If Coming soon, use Analytics and Call Details instead.

Predefined reports cover overall engagement, campaign comparison, responder patterns, best day/time, retries and retry delay, channels and sequences, conversation quality, objections, first-message effectiveness, momentum, contact fatigue, campaign overlap, and a single biggest-improvement recommendation. Full descriptions live in Engagement Hub Features → Ask AI.

Reports — export​

  1. Open Reports. Reports are tabs on that panel: Operational, Conversations, Lead Score, Notifications, and Epic Producer.
  2. Operational: choose PDF or Excel options, then Generate & Download.
  3. Conversations: Open Conversations Report.
  4. Lead Score (if used): Load Lead Scores.
  5. Notifications: set Channel / Delivery status / Engagement outcome if needed, then Load notifications. Review the per-recipient summary (delivery success and phone answered rates). Open Show event details to drill into each alert. Export Excel downloads Recipients and Events sheets.
  6. Epic Producer: upload an Applied Epic Calls-Producer CSV/Excel, keep or clear the “Epic after engagement” checkbox, then Generate & Download Excel. Matching is by client phone; this is producer-call attribution, not policy premium.

Delivery success treats email/SMS/Teams sent or delivered and phone answered as success. Full per-recipient logging and phone answer status apply from the logging cutover forward. Older email/SMS/phone fires estimate the recipient from the rule destination list in round-robin order.

Common outcomes​

Appointment Booked, Appointment Confirmed, Connected, Replied, Callback Requested, Voicemail, No Answer, Do Not Call, Not Ready, Rescheduled.

Notifications​

Path: Engagement Hub → Notifications

Create rules so the right people are alerted when outreach needs attention.

Add a notification rule​

  1. Open Notifications → Add notification.
  2. Enter a Name (for example “Bulk reply alerts”).
  3. Choose Outbound channel:
    • Microsoft Teams — only after a webhook is enabled under Account Settings → Teams.
    • SMS, Phone, or Email — add each address or number under Participants. With no tier schedule, that list round-robins. Optional Tier schedule: pick those participants into default tier 1 and tier 2, each with a capacity, and into slots (weekdays and hours). Each slot needs at least one person on tier 1. When tier 1 is full, choose Fill tier 2 first or Mix both tiers.
  4. Choose Inbound source: Bulk call (upload), Email pull, or API call (use Bulk call for list campaigns from this guide).
  5. Check the Events that should fire the rule:
    • Engagement is loaded
    • First outreach
    • Each outreach
    • Customer reply
    • Timed out
    • Not ready
  6. Choose how the rule matches:
    • Unconditional on — notify on every matching event; save, then activate when ready.
    • Unconditional off — paste a Sample inbound payload, click Analyze sample, build the Trigger condition, then Validate trigger. Re-validate after any trigger edit.
  7. Click Save.
  8. On the rules list, turn Active on. Activation requires Unconditional or a verified trigger. You should see Notification activated.

Optional after a conditional rule is saved and valid: Test notification to send a sample alert.

Manage round-robin pauses​

  • SMS and email recipients can reply PAUSE or RESUME once per office day (do not use carrier STOP for a temporary pause).
  • Email out-of-office or bounce pauses that address; failed SMS delivery can too. Those pauses still expire after 7 days.
  • On Notifications, open Paused round-robin recipients and click Resume when someone should receive alerts again.

Edit or pause a rule​

Use the row Actions to edit or delete. Turn Active off to pause a rule without deleting it.

Path cheat sheet​

TaskWhere
Working hours & calendar connectAccount Settings → Calendar
Call behavior defaultsAccount Settings → Calls → Save All Settings
One outreachSingle Call → Start New Call
Questionnaire answersQuestionnaire
List campaignBulk Call → Upload / Mapped / Applied → Upload and Queue
Review one engagementAnalysis → Call Details
Campaign metricsAnalysis → Analytics
Ask AI reportsAnalysis → Ask AI → Reports (default tab)
Ask AI conversationAnalysis → Ask AI → Conversation
ExportsAnalysis → Reports
Epic producer attributionAnalysis → Reports → Epic Producer
Notification deliveryAnalysis → Reports → Notifications
Alert the teamNotifications → Add notification
Activity at a glanceHub home (KPIs + 7-day outcome charts) or Dashboard

Changelog​

DateChange
2026-10-06A date ("November 9") is booked on that date. A stray number such as a licence class is not a clock time. "Text or email" continues by text and stops phone retries. "Wrong number" and "dont call" opt out. "I already have one" during closed hours cancels the morning callback. "I'm busy tomorrow" asks for a day and time.
2026-10-04Email delivery and opens: Conversation History on an email engagement shows Sent, Delivered, Opened, or Bounced for each outgoing email, with the time. Delivered and Opened are recorded when the recipient's mail client loads the message. A bounce marks that email Bounced.
2026-10-02SMS and email apply a clear do-not-call, decline, already-connected, or callback time before the model replies. "Later than 8:32" and "please call later" ask for a new time on an open text as well as a closed-office text. A voice call still hangs up only for the existing not-interested phrases. "I'm good" and "wrong number" do not hang up the call. "Thanks" after a goodbye uses that same check.
2026-10-02A "no thanks" or "do not call" during a closed-office text cancels the morning callback. "Later than 8:32" asks for a new time instead of booking 8:32. Confirming an offered time uses office time. "Thanks" after a goodbye does not start another outreach.
2026-10-02When the SMS assistant promises to call back ("in 5 minutes"), the callback is always scheduled. "I already got my insurance" counts as a decline, not Connected.
2026-10-01Closed call center replies honour "No thank you", opt-outs, "already spoke with someone", and a requested time. Callback texts say today, tomorrow, or the date in office time.
2026-09-29Questionnaire keeps today's answered questionnaires in any status under Finished today, so answers stay visible after the call connects. Answers are stored as the full reply the customer gave.
2026-09-28Single Call email can include photos. Add up to 5 JPEG, PNG, GIF, or WebP images. Recipients download them with the email.
2026-09-26A questionnaire follows the channel of the outreach. Phone asks on the call before connecting. SMS, WhatsApp, and email ask on that channel.
2026-09-25Questionnaire is on the Hub International and Simple Engagement Hub home and sidebar, as well as the full Engagement Hub menu.
2026-09-25Phone number, American ZIP code, and American driver's license stay available and show in the questionnaire editor only when US_DEPLOYMENT is true.
2026-09-24The greeting and the questionnaire go out in the first message. Email lists every question there.
2026-09-24Cancelling an engagement stops its questionnaire. A later customer text is handled as a normal reply.
2026-09-24Add slot stays off until the previous slot has weekdays, a start time before the end, and someone on tier 1.
2026-09-24A notification slot needs at least one person on tier 1. Save is blocked until someone is added or the slot is removed.
2026-09-24Notification participants are a list. Tiers and slots choose from that list.
2026-09-24Notification rules can assign engagements by tier, capacity, and weekday slots. Email and SMS pause or resume once per office day.
2026-09-24The question list is a Questionnaire. When to ask is Only after hours or Every call. Answers stay on Engagement Hub → Questionnaire.
2026-09-24After-hours answer types fill the question text. Age, whole number, and currency amount are included. The type comes before the question.
2026-09-24A closed-office text still uses the usual greeting and callback time. When questions are attached, that note and the first question follow the greeting.
2026-09-23After-hours questions start with the first question. Replies such as “I don’t know” skip that question instead of being treated as the wrong format.
2026-09-23Call Analysis uses the same calendar day as the date picker, so a call placed this evening stays on the list, including queued calls.
2026-09-23After-hours questions follow call-office hours. A closed office sends the question invite even when texting hours are still open.
2026-09-23After-hours questions are one line each. The question id is assigned automatically and is not shown.
2026-09-23After-hours question Answer pattern has presets for phone, VIN, Canadian postal code, American ZIP code, and Canadian and American driver's licences.
2026-09-23After-hours answers loads the Hub list. A missing proxy was showing the app not-found page as the screen text.
2026-09-23After-hours answers lists unfinished calls that already have an answer. Active calls are the top tiles. Single Call and Email Pull share the question editor. A not-ready close includes the callback number.
2026-09-15Instruction: wrap the whole message in [...] to send as written; {name} fills the first name. CRM Engage uses the same markup. See How to write Instructions.
2026-08-19Ask AI Conversation has an info icon for question types and asking guidance (including notification recipients vs engagement outcomes).
2026-08-19Ask AI opens on Reports (15 canned cards); Conversation is the second tab. Follow-ups keep the previous question’s date range.
2026-08-19Hub home 7-day calls view is four separate charts (Connected, Voicemail, Not Ready, Max Attempts Reached) instead of one overlay.
2026-08-19Ask AI Conversation tab is a chat with follow-ups; the 15 canned reports are on Analysis → Ask AI → Reports. Channel-specific counts use first channel.
2026-08-18Analysis → Reports → Epic Producer: upload an Applied Epic Calls-Producer file and download a consolidated Excel matching Aventora engagements to producer calls by client phone.
2026-08-13Aventora Calendar: users with no saved hours get Monday–Friday 9:00 AM–5:00 PM; booking offers the first remaining slot after the current local time.
2026-08-12Call Details Notifications column uses the same call/engagement matching as the Notifications report, so sent alerts are not shown as “No one notified yet.”
2026-08-12Notifications report: stacked engagement outcomes, round-robin recipient estimate for older fires, and cancellable non-blocking load.
2026-08-12Notifications report: missing engagement outcome shows N/A instead of Unknown.
2026-08-12Broker callbacks booked over SMS use call working hours (not 24/7 messaging hours); after-hours callbacks notify the next opening instead of “connecting you now.”
2026-08-12Notifications report now includes historical alert fires from the notification ledger (same source as call-details “fired”), not only newly logged per-recipient rows.
2026-08-12Notifications report: historical alert fires now appear after Hub restart (backfill from the notification ledger).
2026-08-12Analysis → Reports: documented the Notifications report (per-recipient delivery + engagement outcome, Excel export).
2026-08-11Ask AI: documented info-icon report descriptions and the 15 predefined campaign intelligence reports; linked to Features guide.
2026-07-22Expanded Quick Guide with step-by-step how-to for calendar/time, Call Settings, Single/Bulk Call, Analysis tabs, and Notifications.
2026-07-22Initial Engagement Hub Quick Guide (account/calendar/time, Call Settings, Single/Bulk Call, Analysis tabs, Notifications).