Completion Goals (Non-Appointment Goals)
Overview
Completion Goals allow your AI agent to achieve defined objectives that don't involve booking appointments. When the AI determines it has met your specified criteria (like gathering required information, qualifying a lead, or completing intake), it automatically moves the contact's opportunity to the next goal stage in the journey.
This is perfect for qualification workflows, information gathering journeys, and any goal-driven process that doesn't end with scheduling an appointment.
When to Use Completion Goals
Use For:
- Lead qualification without appointment booking
- Information gathering journeys
- Multi-stage journeys with defined checkpoints
- Service request intake
- Any non-appointment goal you define
Examples:
- "Gather contact's service needs, address, and timeline"
- "Qualify lead for sales team handoff"
- "Collect project details for proposal preparation"
- "Confirm contact is in service territory and interested"
Don't Use For:
- Appointment booking (use Calendar Booking mode instead)
- Global agents (only available for journey agents)
- Stages where no further progression is needed
Accessing Completion Goals
For Journey Agents Only:
- Open the AI Agent Editor Modal
- Go to the "Booking/Goal" tab
- Select "Completion Goal" mode
- Configure goal settings
Note: Completion Goals are only available for journey agents, not global agents.
Configuring a Completion Goal
Target Stage (Required)
Select which journey stage to move the opportunity to when the goal is completed.
Available Stages:
- Must be a goal stage (primary or secondary goal)
- Must come after the current agent's stage
- Cannot have "Appointment Created" triggers (appointment goals should be reached by booking appointments)
Example: Current agent is in "Starting Line" stage → Target stage could be "Qualified" (a goal stage later in the journey)
What Happens: When goal is completed, the contact's opportunity moves to this stage and the AI agent assigned to that stage takes over (if one is set).
Completion Criteria (Required)
Describe when the AI should execute the goal completion tool. Be specific about what conditions must be met.
This becomes the tool description the AI uses to decide when to trigger.
Good Examples:
Simple Information Gathering:
Use this tool immediately after the user has provided their phone number,
email address, and project description
Address Collection:
Use this tool immediately after the user has satisfactorily provided their
street address, city, and zip code
Qualification:
Use this tool after confirming ALL of the following:
1. User is the homeowner or authorized decision maker
2. User has provided their address
3. User has described their service needs
4. User is in our service territory
Service Request Intake:
Use this tool once the user has provided ALL of the following:
- What service they need
- When they need it
- Their contact information (phone and email)
Tips for Writing Criteria:
- Be specific about what information is needed
- List multiple requirements clearly
- Use "AND" to combine requirements
- Mention field names if gathering specific data
- Keep it clear and actionable
Recommended
In addition to writing a clear completion criteria, also tell the Agent in its main instructions explicity when to use this tool - eg in your "Next Steps" section at the end of your goals.
3) **Next steps** call complete_conversation_goal tool after the user has provided all the necessary info
- then tell the user "Great, sound like we can help. next step is someone from our team will give you a call soon!"
Notifications (Optional)
Configure notifications to send when the goal is completed.
To Add a Notification:
- Click "Add Notification"
- Choose notification type
- Configure settings
Notification Types:
Internal Notification
- In-app notification to team members
- Configuration:
- Recipients: Specific users, Contact Owner, or Both
- Title Template: "✅ Goal Achieved: {contact.full_name}"
- Content Template: Details about what was achieved
- Priority: Low, Normal, High, Urgent
Email Notification
- Email sent to team members
- Configuration:
- Recipients: Specific users, Contact Owner, or Both
- Email Subject: Subject line for email
- Email Content: Body of email
- Include Action Button: Links to contact record
Internal SMS
- Text message to team members' phones
- Configuration:
- Recipients: Specific users, Contact Owner, or Both
- SMS Message: Keep under 160 characters
Available Variables in Notifications:
{contact.full_name}- Contact's full name{trigger.reason}- AI's reasoning for completing the goal{contact.phone}- Contact's phone number
Optional Assignment After Goal Completion
If goal completion assignment is enabled, Ava can assign the contact to a team member when the goal is completed. Assignment rules can use contact fields and user load distribution variables:
{users.lead_counts}: Each team member's total lead count over the last 30 days. Use this for general lead balancing across the account.{users.lead_counts_by_zip}: Each team member's rolling 30-day lead counts broken down by contact zip code. Use this when territory or zone rules should balance only against leads from the zip codes in that territory.{users.last_assigned_dates}: When each team member most recently received a lead. Use this for round-robin style assignment.
For territory-based assignment, combine {contact.zip_code} with {users.lead_counts_by_zip}. For example: "If the contact zip code is in the North Territory zip list, assign to the North Territory user with the lowest lead count in those zip codes."
How Completion Goals Work
The Process
- AI agent engages with contact per instructions
- AI gathers required information (saves to contact using field extractors, optional for completion goals but still recommended)
- AI evaluates if completion criteria are met based on conversation history
- When criteria satisfied, AI executes the goal completion tool
- Contact's opportunity moves to target stage
- Notifications sent (if configured)
- AI agent assigned to target stage takes over conversation
Example Flow:
Current Stage: "New Leads" (Starting Line) Agent Goal: Gather service description, address, and verify territory
Conversation:
- AI: "What service do you need?"
- Contact: "I need a new HVAC system"
- AI: "What's your address?"
- Contact: "123 Main St, Austin, TX 78701"
- AI checks territory, confirms in service area
- Goal completion tool executes
- Opportunity moves to "Qualified" stage
- Notification sent to sales team
- "Qualified" stage agent takes over
- Contact continues conversation with new agent
Setting Up a Complete Qualification Journey
Example: Lead Qualification Without Booking
Journey Structure:
- Starting Line - "New Lead" stage
- Qualified (Goal) - Target stage
Starting Line Agent Configuration:
Instructions Tab:
## Conversation Goal
Gather the following information:
1) Service Description
- Ask: "What service are you interested in?"
2) Address
- Ask: "What's your address so we can confirm service availability?"
3) Timeline
- Ask: "When are you looking to get this done?"
When all information is gathered, confirm you can help and let them
know a team member will reach out shortly.
Field Entry Tab:
- Add extractors for: service_description, street_address, city, state, zip_code
Booking/Goal Tab:
- Mode: Completion Goal
- Target Stage: Qualified
- Completion Criteria: "Use this tool after the user has provided their service description, street address, city, and zip code"
- Notification: Email to sales team
What Happens:
- Contact comes in through lead source
- Starting Line agent gathers info
- Field extractors save data to contact record
- When all info gathered, goal completion tool executes
- Opportunity moves to "Qualified" stage
- Sales team notified
- Qualified stage agent (or no agent) handles next phase
Best Practices
Match Criteria to Agent Instructions
If agent asks for:
- Service description
- Address
- Timeline
Criteria should specify: "After user provides service description, address, and timeline"
Don't: Ask for 10 things but only require 3 in criteria
Use Field Extractors
If goal completion depends on specific data:
- Configure field extractors to save that data
- AI can verify data exists in contact record
- More reliable goal detection
Keep Criteria Clear and Specific
Good: ✅ "After user provides street address, city, zip code, and confirms they are the homeowner"
Too Vague: ❌ "When qualified" ❌ "After gathering info"
Add Notifications for Team Awareness
Let your team know when goals are achieved:
- Sales team notified of qualified leads
- Service team notified of intake completions
- Managers alerted to high-value opportunities
Set Appropriate Target Stage
Target stage should:
- Be a goal stage (primary or secondary)
- Come after current stage
- Not have appointment triggers
- Make logical sense for next step in journey
Common Completion Goal Scenarios
Scenario 1: Simple Qualification
Goal: Gather basic info and qualify lead
Completion Criteria:
Use this tool after the user has provided:
- Their service needs
- Their address
- Confirmed they are ready to proceed
Target Stage: "Qualified" (goal stage)
Notification: Email to sales team
Scenario 2: Service Request Intake
Goal: Collect complete service request details
Completion Criteria:
Use this tool once the user has provided:
- Service description
- Street address, city, zip code
- When they need service (timeline)
- Any special access instructions
Target Stage: "Request Submitted" (goal stage)
Notification: SMS to dispatch team
Troubleshooting
Problem: Goal not triggering when it should
Solution:
- Make completion criteria more specific
- Verify field extractors are working (check contact record)
- Ensure agent instructions tell AI to gather the required info
- Test with agent test feature
- Edit completion criteria as necessary till agent alway executes when expected in testing interface
Problem: Goal triggering too early
Solution:
- Make criteria more stringent
- Add more requirements (use AND)
- Be explicit about what "satisfactorily provided" means
- Test with various conversation scenarios
Problem: No target stages available
Solution:
- Verify journey has goal stages configured
- Check that goal stages come after current agent's stage
- Ensure goal stages don't have "Appointment Created" triggers
- Create appropriate goal stage in journey if needed
Problem: Notifications not sending
Solution:
- Verify recipients are selected
- Check that users have valid email addresses or phone numbers
- Ensure notification type is configured
- Review notification settings
Problem: Opportunity not moving to target stage
Solution:
- Verify target stage exists and is a goal stage
- Check journey configuration
- Review AI logs for goal execution
- Ensure target stage is reachable from current stage
Problem: Contact confused by agent handoff
Solution:
- Ensure target stage agent's instructions include what the next steps are
- Consider turning off AI in target stage if no other information to gather/handing off to human
Completion Goals vs Calendar Booking
Use Completion Goals When:
- No appointment needed
- Qualification without booking
- Multi-stage information gathering
- Handoff to human team after AI qualifies
Use Calendar Booking When:
- Goal is to schedule an appointment
- Appointment-based journeys
- Service businesses needing consultations
- Calendar integration required
Related Features
- AI Text Agents Overview - Main agent configuration guide
- Booking Configuration - For appointment-based goals
- Customer Journeys - Setting up multi-stage journeys
- Field Extractors - Saving conversation data for goal criteria
- Conditional Tools - Additional automation options