Overview

Avoma is a conversation intelligence solution for Sales and Customer Success teams to transcribe, summarize, and analyze customer calls and meetings.

Avoma Account Setup

To use Avoma’s conversation intelligence functionality for your Kixie account, please follow these step by step instructions:

1. Create Avoma Account

First, you need to create an account on Avoma by signing up from this page: https://app.avoma.com/signup. You can sign up to Avoma with your work email address using Gmail and Microsoft/Outlook.

2. Generate Webhook URL on Avoma

You need to generate a Webhook URL on Avoma by going to the Dialer Integration section on the Settings page:

Click on the “Generate Webhook URL” option. Copy the generated URL, you will need it in Step 3.

3. Set up webhooks on your Kixie account.

You need to add a webhook in your kixie account. Login to Kixie account and go to Manage -> Webhooks. Click on the add button to add a webhook. You will see the following popup. Please add the following Webhooks:

3.1 Add webhook for “endcall” event (Realtime)

Please enter the parameters shown below to create a webhook, and then click the “Save Changes” button.

  • Name: Avoma - EndCall Realtime

  • Webhook Url: Paste the URL generated in Step 2

  • Event Name: End Call

  • Runtime: Realtime

  • Direction: All

  • Call Result: Answered

3.2 Add webhook for “disposition” event (Realtime)

Please enter the parameters shown below to create a webhook, and then click the “Save Changes” button.

  • Name: Avoma - Disposition Realtime

  • Webhook Url: Paste the URL generated in Step 2

  • Event Name: Disposition

  • Runtime: Realtime

  • Direction: All

  • Dispositions: Select all dispositions or at least one

3.3 Add webhook for “voicemail” event (Realtime)

Please enter the parameters shown below to create a webhook, and then click the "Save Changes" button.

  • Name: Avoma - Voicemail Realtime

  • Webhook Url: Paste the URL generated in Step 2

  • Event Name: Voicemail

  • Runtime: Realtime

  • Direction: Incoming

4. Invite your Team

If you want your team’s Kixie call to be analyzed in Avoma, then invite your team members to Avoma from the Users page.

Avoma will start analyzing calls for only members who have signed up in Avoma and who have the appropriate license.

Everyday Usage

1. Review Summarized Notes & Call Analysis in Avoma

Once Avoma gets the specific recording file, it transcribes and analyzes each call so you can find important nuggets of information easily.

In the Avoma application, you can see:

  • Summarized notes with Next Steps, Questions Asked, and more details.

  • Full call transcript

  • Different speakers identified with their Talk time

  • Different topics detected

  • Coaching insights like how many times you used filler words

You can also edit summarized notes in Avoma and add any missing details. If you have CRM connected with Avoma, the notes will be attached to the appropriate CRM Object(Account/Company, Deal/Opportunity, Contact/Lead)

You can see different Topics and Speakers identified in the call from the Analysis tab:

You can also see key conversation insights like filler words, key topics discussed, etc. from each call from the Insights tab:

Disconnect Kixie Integration

If at any time in the future you decide to not analyze your Kixie calls, you can disable the Avoma/Kixie integration by visiting the Settings -> Dialer Integration page in Avoma and clicking on “Disconnect”. You also need to remove the webhooks configured in Step 3 inside Kixie.

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