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 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.
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