# Mav Next Knowledgebase

## Getting started

Read once, when you start. How Mav works a lead, and what to set up in your first week.

### Welcome to Mav

What Mav does for a lead, from the first text to a warm transfer, and what your team sees along the way.

Mav works your insurance leads for you. It texts each new lead within seconds, answers their questions, collects what a quote needs, and hands the ready ones to a licensed producer on a live call. Your team sees every conversation, every call and every outcome in one place.

## How a contact moves through Mav

1. **A contact arrives.** Your lead vendor posts to a Mav webhook, you upload a CSV, or someone texts or calls your Mav number. Phone is the only required field. If the same phone is already in your account, Mav reuses that contact instead of making a second one.
2. **Mav checks it can text them.** Before the first message, Mav confirms the number is a valid US number, that the contact has not opted out, and that the number is not on your blocked list or a scrub service you turned on. A contact that fails shows as **Filtered** or **Undeliverable** on the timeline. See [A contact isn't getting texts](/knowledge/troubleshooting/a-contact-is-not-getting-texts).
3. **The agent starts an engagement.** An engagement is one agent working one contact toward one goal, like an auto quote. The first text goes out inside the contact's allowed texting window, with the required "Reply STOP to unsubscribe" footer.
4. **The conversation runs.** The agent asks for what the quote needs, saves each answer on the contact, and nudges a quiet contact up to ten times over about three weeks.
5. **The transfer.** When a contact is ready and a rep is available, the agent asks to switch to a quick call, calls the contact, and bridges in your rep with a short whisper about who is on the line. See [Transfers and callbacks](/knowledge/features/transfers-and-callbacks).
6. **The outcome.** After a transferred call, Mav reviews it and marks the contact **Quoted** or **Sold** when the rep did that on the call. Your team can also mark it by hand, or from your own systems through the API. See [Conversions: quoted and sold](/knowledge/features/conversions-quoted-and-sold).

## What your team sees

- **Contacts** lists everyone, with a search box and filter chips for engagement, transfers, conversions, call length, direction and date.
- **A contact's page** shows their details, the properties your vendor sent, and a timeline of every text, call and event. Call cards lead with talk time and the outcome, then the recording and transcript.
- **Home** has quick links for the first things to set up: a marketing source, your transfer hours, a teammate to invite, a file to import.

## Two ways to talk to Mav

Everything above runs over text first. When you turn on **Outbound Calling** in Phone Settings, Mav can also call a contact on its own as part of the follow-up, and it always calls when a contact asks for a call. On a call the agent uses the same voice and the same rules as in text. See [Outbound calling](/knowledge/features/outbound-calling).

Next, read [Your first week](/knowledge/getting-started/your-first-week).

### Your first week

The five things to set up so Mav can work leads and reach your producers.

Work through these in order. Each takes a few minutes.

## 1. Set your transfer hours

Open **Settings › Phone Settings › Hours**. Turn on each day you take calls and set the start and end times, or tick **24 hours**. Times follow your account timezone, which you set under **Settings › Account**.

Mav only transfers, and only places its own follow-up calls, inside these hours. Outside them the agent books a callback instead. Six federal holidays close the hours automatically: New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving and Christmas.

## 2. Add the number your reps answer

Under **Settings › Phone Settings › Setup**, enter the **DID number**, the direct line Mav dials to reach a producer on a transfer. Format it like `415-555-0100`. A marketing source can carry its own transfer number, and a lead can too; Mav uses the most specific one it has.

## 3. Connect a lead source

Open **Marketing sources** and click **Add source**. Pick your vendor from the directory, or choose **Custom (not in the directory)** for anything else. Choose which agents the source routes to. Then click **Integration** on the source and give the posting URL to your vendor. Only `phone` is required; everything else the vendor sends is kept on the contact under **Properties**.

Watch the first leads land under **Marketing sources › Debug**, which keeps every incoming payload for 90 days. See [Marketing sources](/knowledge/features/marketing-sources) for routing and managing sources, and [Lead sources and marketing webhooks](/knowledge/integrations/lead-sources-and-marketing-webhooks) for what to send.

## 4. Import the leads you already have

Under **Settings › Imports**, click **New import**, choose **Contacts**, pick the agent, and confirm you have written consent to text these people. Download the template, fill it in, and upload it. The first row must be column headers and one column must be the phone.

Imports run up to 500 contacts per account per day. Anything over that waits for the next business morning so your reps are not flooded.

## 5. Invite your team

Under **Settings › Users**, click **Invite teammate**. Give each person a name, email, phone, role and timezone. They get a welcome email with a link to set a password.

A **User** can see contacts and conversations. A **Manager** can also change settings, invite people, import, export and mark conversions. See [Team roles and permissions](/knowledge/features/team-roles-and-permissions).

## Send yourself a test

Open an agent and click **Send a test**, then **Text me** or **Call me**. The test goes to the phone on your own profile and skips the quiet-hours hold, so you can try the whole conversation right away.

## Features

What each part of Mav does, and the settings behind it.

### Engagements and sessions

How Mav organizes a conversation, what each status means, and how follow-ups are timed.

## Engagements

An engagement is one agent working one contact toward one goal. Most contacts have one engagement, but a contact can have several over time, like a quote this month and a renewal next year. Every text, call transcript and event in an engagement lands on the contact's timeline in order.

An engagement has one status at a time:

| Status | Meaning |
|---|---|
| **Pending** | Mav is checking the contact can be texted. This takes seconds. |
| **Active** | The agent is working the contact. |
| **Blocked** | Mav will not text this contact. The timeline says why: **Filtered** or **Undeliverable**. |
| **Completed** | The goal was reached, the contact opted out, or a rep finished the job on a call. |

## Sessions

A session is one channel inside an engagement. The text conversation is one long-lived session. Each phone call is its own session, with its recording, transcript and the events from that call. That is why a call shows as a card on the timeline with everything about that call inside it.

## Follow-ups

When a contact goes quiet, the agent nudges them up to ten times. Each nudge waits at least this long after the last message:

| Nudge | Wait |
|---|---|
| 1 to 2 | 1 hour, then 3 hours |
| 3 to 6 | about a day each |
| 7 to 10 | 3, 4, 5 and 7 days |

Up to four of those follow-ups can be phone calls when [**Outbound Calling**](/knowledge/features/outbound-calling) is on. A call comes a few minutes after its nudge text. Nudges only go out inside your transfer hours, and never on the holidays that close them.

## What the agent remembers

Every answer the contact gives is saved on the contact as soon as it arrives, even when a second text lands before the agent has replied. Details the contact volunteers, like a vehicle or a current carrier, count as answers, so the agent asks only for what is still missing.

### Transfers and callbacks

How the agent gets a ready contact onto a call with your producer, and what happens when no one is free.

## When the agent offers a call

Once a contact has given what a quote needs, the agent checks that the current time is inside your transfer hours. If it is, it asks the contact, in text or on the phone, to switch to a short call with an agent from your business. A yes starts the transfer. If transfers are paused for your account, contact Mav support.

## How the transfer works

1. Mav calls the contact from the same number the conversation is on and texts "Calling you now to connect you with a licensed agent."
2. The contact hears hold music while Mav dials your rep. It uses the transfer number on the lead if the vendor sent one, then the marketing source's **Transfer DID**, then the account **DID number** in Phone Settings.
3. The rep hears a whisper first, like "You have Jordan on the line about auto insurance. Connecting you now." When the contact also asked about home insurance, the whisper says so.
4. The calls are bridged and the agent goes silent.

Your rep's phone shows the contact's number, so the rep knows who is on the line.

## Callbacks

When a contact asks for a call later, the agent books it against your transfer hours:

- A general time is enough. "This evening" books 6 PM, "midday" books noon, "tomorrow morning" books 10 AM. The agent confirms the time it picked.
- A time outside your hours is not booked. The agent shares your hours in the contact's local time and offers the nearest open slot, looking up to a week ahead.
- A callback must start at least two minutes before your hours end, so it always dials rather than falling back to a text.
- A booked callback shows as **Phone Call Scheduled** on the timeline. When it fires, Mav places the call and bridges the rep as above.

If your reps are unavailable when the callback fires, the agent says the call it had lined up cannot happen right now and asks when else works.

## After the call

After a transferred call, Mav reviews the recording and marks the outcome on the call card: **Transferred to rep**, **Quote delivered**, **Policy sold**. When the rep quoted or sold, the contact is marked **Quoted** or **Sold** automatically. A real conversation with a rep completes the engagement, so the follow-ups stop. Calls that ended before a rep joined show **Phone Call Completed** or **Phone Call Missed**.

## If a call does not connect

Mav retries once on its own for a call the contact asked for. See [A transfer didn't connect](/knowledge/troubleshooting/a-transfer-did-not-connect).

### Conversions: quoted and sold

How a contact gets marked quoted or sold, by Mav, by your team, from a file or from your own systems.

Every account has two conversions, **Quoted** and **Sold**. A contact is marked once per conversion, and the mark shows as a badge on the contact, a card on the timeline, and a filter chip on the Contacts list.

## Four ways to mark a contact

**Mav marks it after a call.** When a transferred call ends, Mav reviews it. If the rep delivered a quote or closed a sale on the call, the contact is marked for you.

**Mark it by hand.** On a contact's page, managers and admins see the **Convert** panel with **+ Quoted** and **+ Sold**. Keyboard shortcuts: press `c` then `q`, or `c` then `s`. The badge appears at once.

**Upload a list.** Under **Settings › Imports**, start a **Conversions** import, pick the conversion, and upload a CSV with one column, **Phone**. Each phone that matches a contact is marked. Phones with no match are listed as failed.

**Send it from your systems.** Your rater, agency management system or CRM can record a conversion through the API. Find the contact by phone, then post the conversion with an optional value in cents and the time it happened. Recording the same conversion twice returns the first record instead of making a second, so retries are safe. The full reference is at [hiremav.com/api](/api).

## Custom conversions

Your Mav team can add conversions of your own, like **Application submitted**. Custom conversions are listed by the API, can be recorded through it, show as filter chips, and send a **Custom Conversion** event to your webhooks. They cannot yet be marked from the contact page or an import.

## What a conversion does to the engagement

Recording a conversion completes the contact's open engagement, so the agent stops following up. A custom conversion can be set to leave the engagement running instead, for milestones that happen before the sale.

### Team roles and permissions

What a user, a manager and a Mav admin can each do, and how to invite and manage your team.

## Roles

| | User | Manager |
|---|---|---|
| See contacts, conversations, calls and agents | yes | yes |
| Export contacts | | yes |
| Mark a contact quoted or sold | | yes |
| Edit or delete a contact | | yes |
| Add and edit marketing sources | | yes |
| Invite, edit and remove teammates | | yes |
| Account name, timezone and phone settings | | yes |
| Lead boxes (outbound notifications) and Send test | | yes |
| Imports, exports and filters | | yes |

A few things are reserved for the Mav team: creating and editing agents, your **doing business as** name, removing a lead box, and the admin screens. Ask your Mav contact when you need one of those changed.

## Inviting a teammate

Under **Settings › Users**, click **Invite teammate** and fill in name, email, phone, role and timezone. The person gets a "Welcome to Mav!" email with a link to set a password. Their card shows **Pending** until they accept. **Remove** takes someone off the account and cannot be undone. You cannot remove yourself.

Add a phone to each person's profile. It is where **Send a test** on an agent texts or calls them.

## Sub-accounts

If your account has sub-accounts, managers see an **Accounts** tab in Settings. It lists your account and its sub-accounts, and **Act as** switches you into one of them. **Return to your account** brings you back. Logging out clears the switch, so the next person to sign in lands on their own account.

### Marketing sources

Connect a lead vendor, choose which agents its leads go to, and give the vendor its posting URL.

## What a marketing source is

A marketing source is one vendor's way into Mav. Each source has its own posting URL. When the vendor posts a lead there, Mav saves the contact and starts a conversation with one of the agents you picked. Use one source per vendor, so every contact shows where it came from.

## Find your sources

Click the lightning bolt next to **Agents** in the sidebar, or **Integrate a Marketing Source** on Home. The page has two parts:

- **Directory** lists the vendors Mav already works with. A connected vendor shows **Connected** and the agents it routes to.
- **All sources** lists your custom sources and any other vendors.

Everyone on the account can see this page. Only Managers can add, change or remove a source.

## Add a source

For a vendor in the directory, click **Integrate** on its tile. For anyone else, click **Add source** and pick the vendor under **Lead source**, or choose **Custom (not in the directory)**. Then fill in:

| Field | What it does |
|---|---|
| **Source name** | Fills in from the vendor's name. Rename it any time. |
| **Transfer DID** | Optional. The number Mav dials to reach a rep on a transfer, when the vendor doesn't send one with the lead. |
| **Route to agents** | The agents this source's leads go to. |

Not buying from a directory vendor yet? **Request leads** on its tile emails their sales team.

## Route leads to agents

Leads split evenly across the agents you pick: two agents get 50% each, three get about 33% each. A contact always goes to the same agent, so a repeat lead lands with the agent who already has it. Every agent on a source must be the same kind, like all auto insurance agents.

To change the split, click **Edit agents** on the source, tick the agents you want and click **Save routing**.

To pause a source, clear all its agents. Leads that arrive while it's paused are saved as contacts, but no agent works them.

## Give the vendor the posting URL

Click **Integration** on the source. It shows the **Posting URL** with a **Copy** button, the **Lead Parameters** the vendor can send and an example request. Send these to your vendor. Only `phone` is required; everything else the vendor sends is kept on the contact under **Properties**. For field mapping and the debug log, see [Lead sources and marketing webhooks](/knowledge/integrations/lead-sources-and-marketing-webhooks).

## From lead to first text

1. The vendor posts the lead to the source's URL.
2. Mav saves the contact, or finds the contact already on your account with that phone.
3. Mav picks the agent and starts a conversation.
4. Mav checks it can reach the contact: a valid number, no opt-out, and not on your blocked numbers or a scrub service you turned on. See [Blocked numbers and scrub services](/knowledge/features/blocked-numbers-and-scrub-services).
5. The agent sends its first text within seconds, or calls first if the agent is set up to.

A directory source labels each contact with the vendor and your source name, and the vendor can't change it. A custom source uses the `source` and `sub_source` the vendor sends.

## Repeat leads

When the phone is already a contact on your account, Mav uses that contact. It doesn't overwrite the name, email or other details on file. An open conversation with the same agent carries on; a different agent starts a new conversation in its place.

## Edit or remove a source

Click the pencil on a source to rename it or change its **Transfer DID**. **Remove source** deletes the source and its debug log, and its posting URL stops taking leads. A removed directory vendor goes back to the directory, ready to integrate again.

## Who can do what

| Action | User | Manager |
|---|---|---|
| See sources, **Integration** and **Debug** | Yes | Yes |
| Add, integrate, route, edit, map fields, remove | No | Yes |

### Outbound calling

Let Mav call quiet contacts as part of its follow-up and connect the ones who pick up to your reps.

## What it does

Mav reaches every new contact by text first. With **Outbound Calling** on, Mav also calls contacts who go quiet. Up to four of its follow-up nudges come with a call, placed within 15 minutes of the nudge text.

Outbound Calling only covers the calls Mav starts on its own. Mav always calls, even with it off, when:

- A contact asks for a call, or says yes when the agent offers one.
- A callback the contact booked comes due.

## What happens on a call

1. Mav calls the contact from your Mav number, the same number it texts from.
2. The agent introduces itself, says the line is recorded and asks if now is a good time.
3. If the contact says yes, they hear hold music while Mav dials your rep. The rep hears who is on the line, then joins the call.
4. If nobody answers, Mav leaves a short voicemail saying it will try again later.

A contact who says to stop calling is opted out. Mav won't text or call them again.

## When Mav calls

- Only inside your transfer hours, under **Settings › Phone Settings › Hours**, and never on the holidays that close them.
- Only inside the contact's local calling hours: 8am to 9pm by default, narrower in some states.
- Not if the contact replies or books a callback before the call goes out.
- Mav doesn't redial its own follow-up calls. The next nudge covers it.

## Turn it on or off

1. Open **Settings › Phone Settings**, on the **Setup** tab.
2. Switch on **Outbound Calling**.
3. Read the **Outbound Calling Compliance Acknowledgment**, tick **I accept these terms and confirm responsibility for compliance.** and click **Confirm**.
4. Click **Save changes**.

To turn it off, switch it off and click **Save changes**. Turning it back on asks for the acknowledgment again. The setting covers your whole account, every agent and every source. Only Managers can change it.

If the switch is greyed out, call recording is off for your account. Contact Mav support to turn it on.

## Try it

Open any agent and click **Send a test**, then **Call me**. Mav calls the phone on your profile. Outbound Calling must be on for the test call to go out.

### Blocked numbers and scrub services

Keep Mav from texting numbers you block, or numbers a do-not-call scrub service flags.

## What they do

Before an agent sends its first text to a new contact, Mav checks the number against your **Blocked Numbers** and any scrub service you turned on. If the number is on a list, Mav doesn't text or call it. The contact is still saved, and its timeline shows **Filtered**.

Both live under **Settings › Filters**, on the **Scrub Services** and **Blocked Numbers** tabs. Only Managers see Filters.

## Scrub services

Mav checks numbers against two do-not-call services: [Blacklist Alliance](https://www.blacklistalliance.com) and [DNC.com](https://www.dnc.com). You need your own account and API key with each.

1. Open **Settings › Filters › Scrub Services**.
2. Switch the service on and paste its **API key**.
3. Click **Save changes**.

A number a service flags is added to your **Blocked Numbers**, so you can see it there and unblock it if it was a mistake.

## Blocked numbers

To block a number, open **Settings › Filters › Blocked Numbers**, enter it under **Phone** and click **Block number**. To unblock one, click **Unblock** on its row. The list shows each number and when it was blocked, newest first.

If your own phone is on the list, **Send a test** on an agent won't reach you until you unblock it.

## When the checks run

Mav checks a number once, before the first text of a new conversation. The checks don't apply:

- When the contact texts or calls your Mav number first.
- To a conversation already under way. Blocking a number mid-conversation doesn't stop it.

Unblocking a number doesn't restart a contact who was Filtered. The contact needs to come in again, from your vendor or a file import.

## What you see

A filtered contact shows **Filtered** on its timeline, and your exports show its status as **Blocked**. The reason, like a blocked number or a DNC.com match, goes out with the Filtered event to your outbound webhooks. A contact Mav can't text for other reasons, like an invalid number, shows **Undeliverable** instead. See [A contact isn't getting texts](/knowledge/troubleshooting/a-contact-is-not-getting-texts).

## Blocking a whole source

Mav has no screen for blocking a marketing source. To stop a vendor's leads, clear the agents on that source or remove it; see [Marketing sources](/knowledge/features/marketing-sources). To have Mav filter every lead from a source, contact Mav support.

## Integrations

Lead sources, webhooks, the API and the systems Mav talks to.

### Lead sources and marketing webhooks

How to connect a lead vendor, what to send, how to read the debug log, and how to import a file.

## Add a source

To add a source, route it to agents, or edit or remove it, see [Marketing sources](/knowledge/features/marketing-sources). This article covers what comes next: the posting URL, what to send, field mapping and the debug log.

## The posting URL

Click **Integration** on the source. Copy the posting URL and give it to your vendor. It looks like this:

```
https://hiremav.com/api/v3/marketing_sources/{account_id}/{source_id}
```

The same screen lists every lead parameter and an example `curl` request.

## What to send

Only `phone` is required. A missing phone answers `422` with "Missing required fields: phone". Everything else is optional: `first_name`, `last_name`, `email`, `did`, the current carrier and coverage, address, date of birth, up to three vehicles, and the TCPA consent fields (`sms_consent`, `tcpa_opt_in_token`, `tcpa_opt_in_url`, `ip_address`, `user_agent`). Home insurance fields, like `roof_type` and `year_built`, are accepted too. Any field Mav does not recognize is kept on the contact under **Properties**.

A good post answers `202` with the new contact's id. If the number already belongs to a contact in your account, Mav reuses that contact.

## Custom field mapping

For a custom source, click **Map vendor fields** on its card. The page shows every field seen in the last ten requests, with its latest value, and lets you store each one as a Mav field or keep it as sent. Send a test lead first; the page needs at least one request to work from.

## The debug log

**Marketing sources › Debug** lists every incoming payload for 90 days, with the time in your account timezone, the source, the status and a message. **View** opens the request and counts the fields Mav did not recognize, with a link to map them.

## Importing a file

Under **Settings › Imports**, click **New import** and choose **Contacts**. Pick the agent, confirm you have written consent to text these people, download the template, and upload your CSV. The first row must be column headers and one column must map to the phone. Columns cover personal details, auto and home insurance, up to three vehicles, two drivers, property, consent and tracking.

Imports run up to 500 contacts per account per day. Rows past that are **Deferred** to the next business morning. The results page counts imported, failed, missing-phone and duplicate rows and lists the first 50 errors. **Retry** reruns a failed import. A file name you already imported gets a warning before it runs again.

## Blocking numbers

To block a number or turn on a do-not-call scrub service, see [Blocked numbers and scrub services](/knowledge/features/blocked-numbers-and-scrub-services).

### Outbound webhooks and the API

Push events from Mav to your systems with a lead box, and read or write contacts and conversions through the API.

## Lead boxes: Mav tells your systems

A lead box sends an event to you every time something happens to a contact. Add one under **Settings › Lead Boxes**, or from an agent's **Outbound Notifications** section.

- **Agents**: all agents, including ones added later, or specific ones.
- **Events**: tick the ones you want, or leave all unticked to get every event. Events include Started, Interested, Reengagement Sent, Opted Out, Undeliverable, Qualified, Quoted, Sold, Custom Conversion, Link Clicked and the phone call events (scheduled, started, connected, transferred, completed, missed).
- **Delivery**: a **Webhook** (POST, as JSON or a form, with an optional Bearer token) or an **Email** to one address.

Click **Send test** to post one sample event for a fictional contact right away. The payload carries `activity.properties.test: true` and nothing is saved.

### Delivery rules

Mav waits 3 seconds to connect and 3 more for your answer, so reply `200` first and do the work after. Any `2xx` counts. Redirects are not followed. A failed delivery is retried up to 18 times over about four days. If the last retry fails, the lead box is turned off and your account's admins and managers get an email. See [A webhook was turned off](/knowledge/troubleshooting/a-webhook-was-turned-off).

A retry can deliver the same event twice. Dedupe on the contact id, the event label and its timestamp.

## The API: your systems tell Mav

The API at `https://hiremav.com/api/v3` lets your rater, agency management system or CRM look up contacts and record conversions. Ask your Mav team for an API key and send it as `Authorization: Bearer YOUR_API_KEY`.

| Call | What it does |
|---|---|
| `GET /contacts/find?phone=` | Find a contact by phone, in any US format. |
| `GET /contacts/{id}` | One contact, with the properties your vendor sent. |
| `GET /conversions` | Your conversions: Quoted, Sold and any custom ones. |
| `POST /conversions/{id}/events` | Record a conversion for a contact, with an optional value in cents. |

Money is in cents, timestamps are ISO 8601, and ids are strings that never change. A key sees one account only. Recording a conversion twice returns the first record, so retries are safe.

The full reference, with a request and response for every call, the webhook payload and every error, is at [hiremav.com/api](/api). Every section there is also served as Markdown for your own tools.

## Troubleshooting

When something looks wrong: what to check, and what Mav is doing.

### A contact isn't getting texts

What to check when a contact has no conversation, and the rules that hold or stop a text.

Open the contact and read the first events on the timeline. One of these usually explains it.

## Filtered

Mav decided not to text this contact at all, for one of these reasons. The timeline doesn't say which; the reason goes out with the **Filtered** event to your outbound webhooks.

- **Contact has opted out.** Opt-out is permanent for that number in your account.
- **This phone number is blocked.** The number is under **Settings › Filters › Blocked Numbers**.
- **On the DNC.com list** or **on the Blacklist Alliance.** A scrub service you turned on flagged it, and the number was added to Blocked Numbers.
- **This marketing source is blocked.** Leads from that source are blocked for your account.

## Undeliverable

Mav can't text this number. Either the vendor sent no phone, a number that isn't a valid US number, or `sms_consent` as `false`, and Mav stopped before the first text. Or the carrier refused the message: common causes are a landline, a disconnected number, or a number that cannot receive texts. If the very first text bounces, the engagement ends here. Some carrier rejections mark the contact as spam-blocked; those show under the same **Undeliverable** filter.

## Opted Out

The contact replied with a stop word. Mav treats these whole-message replies as an opt-out: STOP, QUIT, END, REVOKE, CANCEL, UNSUBSCRIBE, OPT OUT and their Spanish equivalents, plus clear phrases like "take me off this list" or "wrong number." A plain "no" or "not interested" is not an opt-out. The contact gets one confirmation text and never hears from Mav again. A carrier can also opt a contact out on their behalf; those show no confirmation text.

## The text is waiting

If the timeline shows **Started** but no text yet, the message is held for an allowed window:

- **Quiet hours.** Mav texts between 8 AM and 9 PM in the contact's local time. Some states are tighter: Florida, Maryland, Oklahoma and Washington end at 8 PM; Maryland also starts at 9 AM; Florida also skips Sundays. Florida, Oklahoma, Maryland and New Jersey allow at most three attempts in 24 hours, texts and calls together. The contact's timezone comes from the **Timezone** field on the contact, or your account timezone when that is blank.
- **Transfer hours.** Follow-up nudges and Mav's own calls only go out while your transfer hours are open, and never on the holidays that close them. The first text is not held for hours or holidays, only for the quiet-hours window.

A callback the contact asked for at a specific time goes out at that time, even outside the window.

## Still nothing

If a contact shows no engagement at all, or the last event is hours old with no reply from Mav, Mav's monitoring has likely already flagged it to our team. Write to support with the contact's link and we will look at the conversation with you.

### A webhook was turned off

Why a lead box gets disabled, what the email means, and how to get it running again.

## What happened

Every event a lead box sends is retried up to 18 times over about four days when your endpoint does not answer with a `2xx`. When the last retry fails, Mav turns the lead box off and emails your account's admins and managers. The subject is **Lead Box "name" has been disabled**. Events that happen while it is off are not queued; they are gone.

## Find the cause

Check your endpoint for the days before the email:

- **Timeouts.** Mav waits 3 seconds to connect and 3 seconds for a reply. Reply `200` first and do the work afterwards.
- **Redirects.** A `301` or `302` counts as a failure. Point the lead box at the final URL.
- **Auth.** If your endpoint expects a token, set **Auth** to Bearer on the lead box and enter it.
- **A changed URL** after a deploy or a vendor migration.

## Get it running again

Fix the endpoint, then create a new lead box with the same agents, events and delivery, and use **Send test** to confirm a `2xx` before you rely on it. A disabled lead box cannot be switched back on from the app today, and removing the old one is a Mav admin task, so tell your Mav contact and they will clear it up.

## Check before it happens

**Send test** on any lead box posts one sample event right away and shows the result as a toast, so you can verify a new endpoint in seconds.

### A transfer didn't connect

What Mav does when a call to a contact or a rep fails, and how to read the call events.

Open the contact and look at the call card and the events around it.

## The contact did not answer

For a call the contact asked for, Mav retries once on its own. It texts "Sorry, it looks like we had some trouble connecting. I'm going to try you again right now," and redials fifteen seconds later, as long as reps are still available and the contact is still inside their texting window. If the second try also fails, Mav texts a number the contact can call back and offers to set up another time. That number reaches the Mav agent, which books the callback and bridges your rep as usual.

Mav's own follow-up calls are never retried. The next nudge covers them.

If the contact texted during the call that they could not talk, Mav replies "No problem, we'll try again later" and skips the retry. Any other text during a missed call goes to the agent, which answers it by text.

## No rep answered

The call card shows **Phone Call Rep Attempted** followed by **Phone Call Transfer Failed**. The contact heard "I'm sorry, no one is available to take your call right now." Check that the **DID number** in **Settings › Phone Settings › Setup** is right and that someone answers it during your transfer hours. A rep's voicemail picking up counts as answered, so make sure the line rings a person.

## Outside your hours

If the contact asked for a call when your transfer hours were closed, the agent did not call. It shared your hours and offered the next open time instead, and the callback it booked shows as **Phone Call Scheduled**. Holidays close your hours too: New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving and Christmas.

## The callback fired but the rep was busy

When a booked callback fires and no rep is available, the agent tells the contact the call it had lined up cannot happen right now and asks when else works. A callback that is hours or days stale gets an apology and a fresh offer of times.

## Reading the events

| Event | Meaning |
|---|---|
| **Phone Call Scheduled** | A callback was booked. |
| **Phone Call Started** | Mav dialed the contact. |
| **Phone Call Connected** | The contact answered. |
| **Phone Call Rep Attempted** | Mav dialed your rep. |
| **Phone Call Transferred** | The rep joined and the calls were bridged. |
| **Phone Call Transfer Failed** | No rep answered. |
| **Phone Call Missed** | The contact did not answer. |
| **Phone Call Completed** | The call ended. For transferred calls this carries the outcome: quoted, sold, connected. |