The five core concepts
Agent
The AI worker. An agent has a persona, a set of instructions, and the qualifying questions it asks. You assign an agent to your incoming leads.
Contact
A person the agent is working — their name, phone, email, and everything the agent learns about them. One contact can be worked many times over.
Conversation
A single engagement between an agent and a contact, working toward one goal (e.g. a quote). It can span both SMS and a phone call as one continuous thread.
Channel
How the agent communicates — SMS or a live phone call. A single conversation can move between channels without losing context.
Outcome
The result of a conversation — qualified, quoted, sold, not interested, or opted out. Outcomes flow into your reporting and integrations.
A lead’s journey
1
A lead arrives
A lead comes in from a marketing source, a CSV import, or an integration. It becomes a contact, and the agent you’ve assigned starts a conversation.
2
Mav checks consent and quality
Before reaching out, Mav.next confirms the contact can be messaged — valid mobile number, SMS consent, and not on a suppression or blocked list. Leads that fail are filtered out.
3
The agent engages over SMS
The agent sends its first text within your texting hours, then qualifies the contact in a natural back-and-forth — asking questions, handling replies, and re-engaging if they go quiet.
4
It moves to voice when useful
When the contact is ready — or texts “call me” — the agent can place a phone call and transfer them live to a rep, then return to SMS afterward.
5
An outcome is recorded
As the conversation progresses, Mav records outcomes — qualified, quoted, sold, not interested — and surfaces them on the contact and in your reporting.
The agent remembers the entire history of a conversation, across both SMS and voice. Nothing is repeated or lost when a contact moves from texting to a call and back.