Ava CRM help centre

The company administrator sets Ava CRM up once. It takes about two minutes and is done in a web browser. If you tap Set up a new company in the Android app, it opens the same web page.

1. Go to the Ava CRM page and choose Start free trial, or open /AvaCRM/app/setup.
2. Leave Start with a free trial switched on.
3. Under 1 · Company, enter your company name and, if you like, your logo.
4. Under 2 · Your sign-in, enter your full name, your work email and a password of at least 8 characters. The password cannot be 12345678.
5. Under 3 · Where to keep your data, choose Microsoft OneDrive / SharePoint (the default) or Google Drive.
6. Tap Continue to Microsoft sign-in or Continue to Google sign-in. Sign in and allow Ava CRM to use your drive. With Google, make sure the Google Drive box is ticked.

Ava CRM creates a folder called “Ava CRM - your company” in your drive and takes you back to the sign-in screen. A message there shows your 6-character company code. You can find the code again later under More › Company & approval. Only you link the drive. Your team never needs an account there.

Trial limits. The trial lasts 30 days. It includes up to 5 users, 20 HCPs, 20 HCOs, 3 active products and 10 Ava AI requests a day. The setup page shows the exact limits for your trial. We email you 10 days and 3 days before the trial ends. Each administrator email gets one free trial. If yours has already had one, your company waits for approval from Ava Healthcare instead.

Everyone signs in with three things: the company code, their work email and a password. People only see the data for their own territory or team.

Add and invite someone (administrators)

1. Go to More › Users & roles and tap Add user. To add many people at once, use Import CSV.
2. Enter their name, work email and role. For reps and first-line managers, also choose who they report to. Tap Save.
3. Their page stays open. Under Invite, tap WhatsApp or Email to send a ready-made message. It contains the app link, the company code and how to sign in. You can also tap Share (on the phone app) or Copy (on the web app). More › Company & approval also has Copy invitation message.

A new person can sign in once your changes have synced. Check that the sync status shows All changes saved.

First sign-in

1. Open the Android app or the web app and enter the company code, your work email and the starting password 12345678. Tap Sign in.
2. On Choose your password, enter a new password of at least 8 characters, twice.
3. Tap Save password and continue.

The app remembers your company code and email for next time. Sign-ins last up to 30 days. After that, you are asked to sign in again. Administrators can turn on two-step sign-in under More › Sign-in & app versions. Administrators then enter a 6-digit code from their email when they sign in, and they can choose Trust this device for 30 days.

Reset your own password

1. On the sign-in screen, tap Forgot password?
2. Enter your Company code and Work email, then tap Email me a code.
3. Look for an email containing a 6-digit code, and check your spam folder too. The code works for 15 minutes. If you enter it wrongly 5 times, you need a new one.
4. Enter the Code from the email and a New password of at least 8 characters, twice. Tap Save and sign in.

Didn’t get a code? Tap Send a new code. For privacy, the screen looks the same whether or not the email belongs to your company. If the app says password reset by email isn’t available, ask your administrator to reset your password.

Reset someone else’s password (administrators)

1. Go to More › Users & roles and open the person.
2. Tap Reset password, then Reset.
3. Tell them to sign in with the company code, their email and 12345678. They choose a new password straight away.

Administrators can’t reset their own password this way. Use Forgot password? instead, or ask another administrator.

Change your password while signed in

Go to More › Change password. Enter your current password and your new one twice, then tap Change password. You need an internet connection.

Administrators can add or update many records at once from a CSV file.

1. Go to More › Import CSV. You can also tap Import CSV in Users & roles or Products & rules.
2. Choose Accounts, Users or Products.
3. Tap Template to download a file with the right header row. Fill it in using Excel or Google Sheets and save it as CSV.
4. Tap Choose CSV file, or paste the contents into the box.
5. Check the Preview. It shows how many rows are Ready, New, Updates, Deletes and Errors. Each problem is listed by line, for example “Line 7: …”. Rows with errors are skipped.
6. Tap the import button, for example Import 120 accounts.

• Accounts: type (HCP or HCO), name, specialty, tier, city and the rep (owner_email or territory_id) are required. If an account already exists with the same id, or the same name and city, it is updated.
• Users: name, email and role (Rep, FLM, SLM or Admin) are required. Put yes in the admin column to make someone an administrator as well. List managers above the people who report to them. If an email already exists, that user is updated. New users sign in with 12345678.
• Products: name is required. Separate key messages with |.

Deleting with the action column. To delete a record, put delete in the action column:

• For an account, give its id (from an export) or its name and city.
• For a user, give their email. If they own accounts or manage people, add transfer_to_email for someone with the same role.
• For a product, give its name.

You are asked to confirm before anything is deleted. Deleting can’t be undone.

1. Tap Log a call on Home or Log a call on an account, or open a planned visit and tap Record this call.
2. If you have seen this account before, a Start from the last visit card appears. Tap Use to copy that visit’s products, key messages, channel and objectives. You can also open any submitted call and tap Repeat this call.
3. Set the date and time, or tap Now. Add up to 5 objectives, and mark each one Achieved or Not yet.
4. Choose the Channel. For In person, tap Check in and allow location. The check-in shows Verified if you are within your company’s radius of the account’s pinned location (300 m unless your administrator changes it). If you are further away, it shows Off-site. If the account has no location yet, you can pin it from your check-in.
5. Tap products in the order you presented them, then choose the key messages. Tap Present to show the approved slides. Ava records which slides you showed and for how long.
6. Enter the Samples given. Tap Ask to sign so the doctor can sign on your screen.
7. Add notes, a Next step and a Follow-up date. Switch on Remind me to get a reminder.
8. Tap Submit, or Save draft to finish later.

You can’t edit a call after you submit it. To submit, the call needs at least one product and can’t be in the future. Your administrator may also make a check-in or a doctor’s signature compulsory. An in-person call without a check-in shows as unverified to your manager. For a future visit, tap Save as planned instead.

A cycle is a calendar quarter, or a calendar month if your administrator chooses monthly cycles. The Plan tab shows the current cycle and the next one, so you can plan ahead.

1. Open the Plan tab and choose the cycle.
2. Choose how to start:
   • Start from last cycle shows when you had a plan last cycle. Tap Use this plan to copy it. It is adjusted for tier changes, includes up to two missed visits per account and adds accounts you got since.
   • Use suggested plan adds all your accounts at their tier frequency. Key opinion leaders and high-potential doctors get extra visits. Approved leave reduces the total.
   • Suggest with Ava AI builds a suggestion for you to accept or discard. This only appears if Ava AI is switched on.
   • Start empty lets you build the plan yourself.
3. Use − and + to change the number of calls for each account. To add accounts, open Not in plan.
4. Tap Submit for approval, then Submit. Your manager reviews it.

Your manager either approves the plan or requests changes with a note, which shows on the plan. To change a plan after you submit it, tap Withdraw to edit. For an approved plan, tap Revise plan. Either way the plan goes back to draft and needs approval again. Tap Schedule next to an account to plan a visit. The progress bar compares the calls you’ve made with how far through the cycle you are.

Your company’s data is kept in its own drive folder. Each device also keeps a copy, so the app opens and works without signal. You still only see the data your role allows. On the Android app, the copy is saved in the app’s private storage. On the web app, it is saved in the browser’s local storage.

When Ava CRM syncs

• When the app opens, and when you come back to it after more than a minute away.
• A moment after each change you make, if you are online.
• Every 5 minutes while the app is open.
• Whenever you tap Sync.

Offline, you can log calls, check in, plan visits and add tasks as usual. Each change is saved on the device and waits until you are back online. Product presentations download to phones, so you can show them offline. Ava AI, changing your password and payments all need a connection.

The Sync button. There is a sync icon at the top of every main screen. It shows the number of changes waiting, for example Sync (3). Home and More › Sync show the status, such as All changes saved or Offline · 2 changes saved on this device. If a change can’t be applied once it is merged with your team’s, a message explains why.

Web app. The web app saves automatically. On Home, it only shows a Retry button if saving fails, but the sync icon at the top still works. It needs a connection to load, so use the Android app for working in the field.

Before signing out, tap Sync. Changes that haven’t been uploaded are lost when you sign out, and the app warns you about this.

Tasks

1. Go to More › Tasks & reminders.
2. Under Add a task, type the task and, if you like, link it to an account. Set a Due date or tap Today, Tomorrow or Next week.
3. Switch on Remind me and set Remind at (HH:MM). Tap Add task.

Tasks are grouped as Overdue, Today and Coming up. Tick one to mark it done. You can Undo it under Recently done. If you add a follow-up date when logging a call, a task is created for it automatically. Managers can choose a rep under For to set a task for them. These tasks are listed under Set for your team.

Reminders pop up as notifications on phones running the Ava CRM app. The web app shows tasks but can’t send notifications.

Calendar sync (Android app)

1. Go to More › Display & calendar.
2. Switch on Add my visits to my calendar and allow calendar access.
3. Under Calendar to use, choose your work calendar, such as Outlook or Google.

Your planned visits and the events you organise for the next 60 days then appear in that calendar. They update when you change them in Ava CRM. Tap Sync now to update straight away. Switching the option off removes them from your calendar.

Web app. Browsers can’t add events to your calendar. Instead, tap Download calendar file (.ics) and import the file into Outlook or Google Calendar. Importing a newer file updates the same entries.

Ava AI helps with writing and planning. Nothing it suggests is saved until you check it. The AI features are:

• Ask Ava: type a question in the How can I help? box on Home, or tap a suggestion such as “Who should I visit next?”
• Plan visits by voice: describe the visits you want, and Ava turns them into planned visits.
• Tidy with Ava AI: turns your call notes into a tidy call record. Offline, switch on Tidy with AI when back online and save a draft.
• Suggest with Ava AI: suggests a cycle plan.
• Ava AI brief: summarises past calls and suggests talking points before a visit.
• Get coaching tips from Ava: suggests coaching ideas in the managers’ Weekly summary.

Your permission. The first time you use an AI feature on a device, you are asked Use Ava AI?. Nothing is sent unless you choose Allow (or OK on the web). To withdraw permission, go to My profile and switch off Allow Ava AI on this device.

What is sent. Ava sends the text of your request, plus the account and call details it needs to answer. It only uses data you can already see in the app. Our AI service provider processes the request to produce the answer and doesn’t use it to train its models. Ava CRM doesn’t keep a copy. Ava AI needs an internet connection. Answers can be wrong, so check important details.

Turning AI off. Administrators can switch off Ava AI features for the whole company under More › Products & rules. Voice dictation into text fields still works.

Free trial. A company on a free trial gets 10 Ava AI requests a day. The allowance resets at midnight UTC.

Approve cycle plans

1. Open the Plans tab. It shows how many plans are waiting for approval. Reps are sorted with submitted plans first.
2. Tap a rep to open their plan.
3. Under Review this plan, tap Approve. To send it back, write a Note to the rep and tap Request changes. A note is needed to send a plan back.

Coach a visit

When you go on a visit with a rep, the rep switches on Coached visit as they log the call and chooses you. Then:

1. Go to More › Coaching. Calls that need your input are listed under Waiting for your feedback.
2. Open the call. Under Coach this call, score the skills and fill in What went well and What to work on.
3. Tap Save feedback. The rep sees it on the call and in their own Coaching screen.

Review your team

• Home shows Plan done, Calls, Reach and Geo-verified for your team, with Coverage by tier and the latest calls.
• Tap a rep to see their key figures, check-in exceptions and recent calls.
• The Team calls tab has a Check-in issues filter in the List view. Use it to find off-site visits and in-person calls with no check-in.
• More › Weekly summary shows each rep’s week, with buttons such as Open rep and Set a task.
• More › Tier review shows the doctors Ava suggests moving up or down a tier at the end of a cycle.
• Second-line managers can also open More › Organisation overview to compare teams.

Leave

Reps go to More › Leave, choose a type (Annual, Sick, Training, Conference or Other), set the First day and Last day, then tap Send request. Managers see the request under Waiting for your approval on the same screen. Tap Approve, or write a note and tap Decline. A note is needed to decline. Approved leave reduces the rep’s suggested plan. Upcoming leave is listed under Team leave coming up.

Sample restock

1. A rep opens More › Samples and taps Ask for samples under Restock requests. They enter quantities and an optional note, then tap Send request.
2. The manager finds the request in More › Approvals under Sample requests, or on the Samples screen. They can add a batch number for each product.
3. The manager taps Approve and issue to record the samples as issued to the rep, or taps Decline and gives a reason, which the rep sees.

Data change approvals

Reps can’t change an account’s details directly. On the account, they tap Suggest a correction. Managers and administrators review these in More › Approvals under Corrections to check. Tap Approve, or Decline with a reason the rep sees. Reps can follow their requests under Your requests.

If an administrator switches on Confirm new accounts from reps, new accounts that reps add appear under New accounts to confirm. Tap Confirm or Turn down, or use Confirm all. Turning an account down removes it, along with any planned visits to it. Until it is confirmed, reps can still log calls to the new account.

Manage people under More › Users & roles. Tap Add user, or tap someone to edit them.

• Role: Rep, FLM (first-line manager), SLM (second-line manager) or Admin.
• Dual roles: for a Rep, FLM or SLM, switch on Also an administrator. They keep their line role and can also manage users, accounts, products and settings.
• Reports to: reps report to an FLM, and FLMs report to an SLM. Add the manager first. The No manager filter shows anyone still missing one.
• Territory and Territory ID (Team for an FLM, Region for an SLM), and an optional unique User ID.

Licences. Only active users count towards your licences. When all licences are in use, make someone inactive or add licences.

Deactivate or delete

• Switch off Active to stop someone signing in but keep their history.
• Delete user removes them from lists. If they own accounts, choose another person with the same role to take them over. Their planned and draft calls are removed, but submitted calls stay in the history.

Handover. When someone leaves or changes territory, open their page and tap Hand over their work, or go to More › Hand over work. Choose who takes over and tap Hand over. Their accounts, live plans, planned visits, open tasks, events, team and samples move together, and moved plans become drafts again. You can also switch off the leaver’s access in the same step.

Sign in as a user. On a person’s page, tap Sign in as name to see the app exactly as they do, for up to an hour. Anything you change is saved as theirs. You can’t do this for another administrator. Every time it happens is listed in More › Sign-in & app versions.

Tier names (More › Tier names)

The default tiers are ST, T1, T2 and T3, with 8, 6, 4 and 2 calls per cycle. You can rename tiers, change the calls per cycle (0 to 30), reorder them with the highest priority first, or use Add a tier (up to 8). Then tap Save tiers. Renamed tiers are updated on the accounts that use them. To give one first-line manager’s team its own scheme, choose the team and switch on This team uses its own tier names. Reset to ST, T1, T2, T3 restores the defaults.

Products & rules (More › Products & rules)

• Verified check-in radius (metres): 300 by default. A check-in within this distance of the account’s pinned location counts as verified.
• Require check-in for in-person calls: off by default. When it is on, reps can’t submit an in-person call without checking in.
• Confirm new accounts from reps: new accounts wait for a manager or administrator to confirm them.
• Doctor’s signature for samples: Offered (the default), Required or Not used.
• Ready-made call objectives: one per line, up to 20. Tap Save objectives, or Use the defaults to restore the standard list.
• Ava AI features: on or off for the whole company.
• Cycle length: Quarterly (the default) or monthly. Cycles are created automatically, and existing plans keep their original cycle.

Products. Under Add a product, enter the name, key messages separated by | and an optional Brochure link that reps can share on WhatsApp. Then tap Add product. Use Deactivate to hide a product without losing its history. Free trials allow up to 3 active products.

Export data

1. Go to More › Export data.
2. Tap CSV next to the file you need:
   • Calls
   • Accounts (the same columns as the import template, so you can edit it and import it again)
   • Cycle plans for the current cycle
   • Team KPIs (managers and administrators)
   • Users (administrators)

On the web app, the file downloads. On the Android app, the share sheet opens so you can save the file or send it on. Administrators’ exports include the whole organisation, managers’ exports include their team and reps’ exports include their own data. Files are UTF-8 CSV and open in Excel, Google Sheets or Power BI.

Reports

Managers and administrators can open More › Reports. Administrators can tap New report to build a report on calls, accounts, plans or team activity, then save it. Saved reports are shared with managers, who see the results for their own team. Ready-made reports are listed under Templates. You can export any report as CSV.

Live data for Excel and Power BI

Ava CRM also keeps read-only CSV copies of your data in the company folder. These are the files named “Ava CRM - …”. More › Live data for Excel explains how to connect Excel or Power BI so your reports refresh by themselves. The copies refresh about once an hour while an administrator has Ava CRM open, and straight away when an administrator taps Refresh now or Sync. Changes you make in those files are overwritten, so keep your own work in a separate file.

Administrators pay online in the web app at /AvaCRM/app/. The Android app doesn’t show prices or payments.

1. Sign in to the web app as an administrator. Go to More › Company & approval and scroll to Subscription.
2. Under How long, choose 1 month, 3 months, 6 months, 1 year or 2 years, or enter a number of months. Longer terms show their discount.
3. Under Users, set the number of licences. The minimum is 5, or the number of people already active if that is higher.
4. Check the price and the Total today, then tap Pay … securely.
5. Pay on the Paystack checkout page by card, bank transfer or USSD. Ava never sees your card details. You are then taken back to Ava CRM, which confirms the payment.

The new months are added after your free trial or current subscription ends. Once you have a paid subscription, choose Add users now to buy extra licences. They are charged by the day until your current end date. Recent payments are listed under Subscription. See current pricing.

When the trial ends. We email the administrator 10 days and 3 days before the trial ends, and again once it has ended. After it ends, only administrators can sign in. Everyone else is asked to contact their administrator. On the web app, administrators see a Subscribe button. On the Android app, they are told to contact Ava Healthcare. Nothing is deleted: your data stays in your drive folder, and your team carries on where they left off once you subscribe.

If online payment isn’t available, contact Ava Healthcare at hello@avahealthcareltd.com.

Ava CRM doesn’t keep a central database of your accounts, calls and plans. Everything is saved in a folder called “Ava CRM - your company” in the OneDrive or Google Drive account your administrator linked during setup. With Google Drive, Ava CRM can only see the files it creates itself. To open the folder, go to More › Company & approval › Open the company folder. Keep the folder private. Your team doesn’t need access to it.

What’s in the folder

• A change file for each person and device (ava-journal-…). Every change is recorded there.
• The company details, the licence and the list of who can sign in.
• Passwords, stored only as hashes. These can’t be read through the app.
• Product presentations.
• Spreadsheet copies (“Ava CRM - … .csv”) of calls, accounts, plans, users and more. They open in Excel without the app.

Audit log. More › Audit log shows the latest 500 changes: who made each one, when, and whether it was applied or refused. The full history stays in the folder.

Ava Healthcare keeps only what it needs to run the service. This is the link to your folder, your company code, your licence and your administrator’s contact details.

If you stop using Ava CRM

• If a trial or subscription ends, nothing is deleted. Your data stays in your folder and carries on if you subscribe again.
• If your company’s only administrator goes to More › Delete my account, the company is closed. Nobody can sign in, and Ava CRM forgets your company code, passwords, folder link and licence. The folder stays in your drive for you to keep or delete.
• When another person deletes their own account, the calls and plans they recorded stay with the company.

Ava CRM works on Android phones and tablets, and in any modern web browser.

Android

1. On your phone, open Ava CRM on Google Play (or search Google Play for “Ava CRM”) and tap Install.
2. Open Ava CRM and sign in with your company code, work email and password.

Google Play keeps the app up to date. If the app shows Update Ava CRM, tap Get the update and update it from Google Play.

Can’t use Google Play? Download the Android app directly, open the Ava-CRM.apk file and, if Android asks, allow your browser or file manager to install apps. If you installed it this way before, uninstall that copy first, then install from Google Play.

iPhone, iPad and computers

Open the web app at avahealthcareltd.com/AvaCRM/app in Safari, Chrome, Edge or another modern browser, and sign in. To keep it one tap away on an iPhone or iPad, use your browser’s Share › Add to Home Screen. This adds a shortcut that opens the web app.

Differences on the web app

• It needs a connection to open.
• It can’t send task reminders or add visits to your phone’s calendar. Use Download calendar file (.ics) instead.
• It is the only place to set up a new company and to subscribe and pay.
• Bulk editing in Edit in a grid works best there.