Agent Goals and Destinations

Every Alivo agent has a goal. The goal is the one outcome that agent is trying to achieve with each lead or customer it talks to. It is not just a label. It changes what links the agent sends, how Alivo knows the job is done, and in some cases what has to be turned on for the agent to work at all. This guide explains each goal, what a destination is, and how your goal choice affects day-to-day agent behavior.

What Is an Agent Goal?

A goal tells the agent what "success" looks like for that conversation. When you pick a goal, you are answering one question: what should this agent get the homeowner to do?

The goal affects several things behind the scenes:

• What the agent pushes toward. A booking agent steers toward scheduling. A review agent steers toward leaving a Google review.
• What links it can send. Some goals use a destination link (a booking page, review page, or custom URL). Others do not.
• When Alivo marks the goal as met. Alivo tracks when a lead completes the goal and can trigger notifications, update pipeline stages, and stop follow-up messages.
• What follow-ups look like. Follow-up messages can include your goal link so the lead always has a clear next step.

The Available Goals

When you edit an agent, you can choose from these goals:

What Is a Goal Destination?

For many goals, you also set a destination. The destination is where the agent sends the lead when it is time to take action. Think of the goal as the "what" and the destination as the "where."

Destination Options

Depending on the goal, your destination might be:

• An Alivo booking page. A scheduling page tied to an event type you have set up (for example, "Free Roof Inspection").
• A routing form. A short form that asks a few questions and then routes the lead to the right booking page or next step.
• A custom link. Any URL you provide, such as a Roofr estimate link or a page on your website.
• A review link. For the Leave a Review goal, you can send leads to a Google review page. Alivo can also show a short Alivo-hosted review page first to catch unhappy customers before they hit Google.

Goals That Work Differently

Not every goal uses the standard destination picker:

• Initiate a Call does not send a booking or webpage link. Success is a live phone connection, so call forwarding must be turned on.
• Customer Service focuses on resolving the issue, not sending a trackable link.
• Sign Document works with documents uploaded for that specific lead, not a generic destination URL.
• Fill out Questionnaire uses custom fields you select rather than a standard booking or review link.

Keep in mind: If you change the goal on an agent, the destination options change too. Alivo will ask you to set a new destination when the new goal needs one.

How Your Goal Changes Agent Behavior

Picking a goal does more than fill in a dropdown. It changes how the agent interacts with leads in real conversations.

What the Agent Says

The goal shapes the direction of the conversation. An agent with a Schedule an Appointment goal will work toward getting the homeowner on your calendar. An agent with a Leave a Review goal will steer the conversation toward feedback after a completed job. The agent's scripts and follow-ups are built around that goal, so the whole conversation points in the same direction.

Links the Agent Sends

When a goal uses a destination, the agent can send that link during the conversation or in follow-up messages. For goals with a trackable Alivo link, Alivo knows when the lead clicks it. You can also choose whether clicking the goal link should cancel any scheduled follow-up messages for that lead.

When Alivo Marks "Goal Met"

Alivo tracks goal completion differently depending on the goal:

• Schedule an Appointment, Leave a Review, Visit a Webpage: Goal met when the lead clicks your trackable link or completes the booking or form.
• Initiate a Call: Goal met when the call is successfully forwarded to your team.
• Fill out Questionnaire: Goal met when the lead has answered all the custom fields you selected.
• Sign Document: Goal met when the document is signed.
• Customer Service: Goal met when the customer's issue is resolved during the conversation.

When a goal is met, Alivo can notify your team, update the lead's pipeline stage, and stop any remaining follow-up messages for that lead.

Follow-Ups and the Goal

If follow-ups are turned on, each step in the sequence can include your goal link so the lead always has a way to take action. For goals like Initiate a Call, Customer Service, Sign Document, and Fill out Questionnaire, follow-ups work a little differently because there may not be a standard link to include.

Matching Goals to the Right Agent

Each Alivo agent preset starts with a goal that fits its job, but you can change it. Here is how the presets are typically set up:

• Lilly (AI Receptionist) usually books appointments from inbound calls.
• Evan (Follow-up Specialist) usually drives new leads toward scheduling.
• Alex (Rehash Specialist) usually works toward getting estimates signed.
• Jenna (Review Specialist) usually uses the Leave a Review goal.

If you run multiple agents in your pipeline, each one can have a different goal for a different stage. Evan might book the inspection, Alex might follow up on the unsigned estimate, and Jenna might request a review after the job is done.

Your agent's goal is the north star for everything else you configure on that agent. Scripts, follow-ups, and destinations all work in service of that one outcome. Pick the goal that matches the job you want the agent to do, then build the rest of the settings around it.

Still have a question this didn't answer? Reach out to our support team support@alivo.ai and we'll be glad to help.