Client Success Manager
Getting More Out of thinkrr: Features You Should Be Using
Introduction
We've been shipping a lot of updates recently, and while release notes are great for keeping up with what's new, they don't always show you how to use things together. That's what this post is about.
We're going to walk through some of the most impactful features we've rolled out, explain how they work, how to set them up, and most importantly — how to pair them with other tools in the platform to get the most out of your setup.
Whether you're an agency managing multiple client accounts or a business running inbound agents, there's something here for you.
Structure Your Agency Billing with Auto Allocation and Minute Transfers
If you're running an agency, you've probably spent time figuring out how to structure billing for your clients. How do you make sure each sub-account always has minutes? How do you handle pricing so you're actually making money on each one?
Two features work together to solve this: Automated Sub-Account Minute Allocation and Minute Transfers Between Sub-Accounts.
Automated Sub-Account Minute Allocation
This one's straightforward. From your primary account, you can now set up automatic minute purchases for any sub-account on a 30-day renewal cycle. The allocation is charged using your primary account's saved payment method, with a minimum value of $10 per allocation.
The idea is simple: if you have a recurring billing arrangement with your clients, you can mirror that inside thinkrr. Set it once, and that sub-account gets topped up automatically every 30 days without you having to think about it.
Before you set this up, configure your Margin Settings first. Head to Account Manager and set your markup amount in the "Amount to Charge Sub-Account" field. This determines what your clients pay per minute on top of the base rate. For example, if the base Premium rate is $0.16/min and you set a $0.04 markup, your clients pay $0.20/min — and you keep the $0.04 difference as profit on every minute they consume.
Once your margins are in place, the auto allocation ensures minutes are always purchased at the rate you've configured. Your clients stay operational, your margins stay intact, and your profits accumulate toward payout via Stripe once they hit the $100 threshold.
Transfer Minutes Between Sub-Accounts
This pairs well with auto allocation for situations where you need more flexibility. Agencies can now move minutes between sub-accounts directly from Account Manager, and transfers work in both directions.
Here's a practical example: if you're on the Agency Unlimited plan, you could maintain a demo sub-account that's always stocked with minutes. When you onboard a new client, you transfer minutes from that demo account to their sub-account to get them started immediately — no waiting for a purchase to process.
You can also use this to manually redistribute premium allocated minutes across your client accounts if one account needs more than another.
One thing to keep in mind: when sub-accounts have different pricing markups, the system will clearly show you how many minutes will be deducted from one account versus how many will be received by the other before you confirm. A visual warning appears whenever markup differences affect the final amount, so there are no surprises.
The takeaway for agencies: set your margins, automate your allocations, and use transfers for the exceptions. That's a clean billing structure that runs itself.
Automate Your CRM Directly From Your Inbound Agents
If you're a GHL user, you've probably built workflows using our Smart Actions and Smart Triggers inside GHL's automation builder. That approach still works and is great for complex, multi-step automations.
But now there's a faster option for common CRM tasks. Every inbound agent in thinkrr now has built-in Smart Actions that let you trigger GHL workflows and apply CRM tags directly — without needing to set up triggers on the GHL side at all.
How Smart Actions Work on Inbound Agents
Inside your inbound agent's configuration, you can now enable Smart Actions that do two things:
Apply CRM tags to contacts automatically after each interaction. This means every call your receptionist handles can tag the contact in your CRM based on the interaction — no workflow required on the GHL end.
Trigger one or more published CRM workflows directly from within thinkrr. You build the workflow in GHL, publish it, and then select it inside thinkrr when configuring your inbound agent's actions. The agent handles the rest.
This bypasses the need to use our dedicated triggers inside GHL for basic CRM automation. You're still building your workflows in GHL — the logic stays there — but the trigger point moves inside thinkrr. It keeps things cleaner because most of your voice AI configuration lives in one platform rather than being split across two.
Automatic CRM Contact and Note Sync
This is where it gets really valuable for day-to-day operations.
With the new CRM sync settings, contacts are created automatically in your CRM when they don't already exist. So if someone calls your inbound agent for the first time, thinkrr creates a new contact record tagged with voice-ai-agent-created — and it never overwrites existing CRM contacts.
On top of that, call notes are now logged to the CRM after both inbound and outbound calls. Each note includes the call direction, duration, sentiment, and a summary of the conversation.
Here's where this becomes a compounding advantage: as your inbound agents receive calls and gather data over time, they're continuously building context on every person who calls. That information can be used in two ways:
Feed it into a Knowledge Pack so your agent can reference past interactions during future conversations.
Add contact notes into the contact info field inside thinkrr so the agent has context the next time that person calls.
Either way, the result is the same — your AI builds familiarity with repeat callers. It knows what was discussed before, what the sentiment was, and what the caller's situation looks like. That makes every subsequent interaction feel more personal and informed, which is exactly what you want from a receptionist handling real customer relationships.
Get Agents Running Faster with AI Copilot
One of the most popular features on the platform is AI Copilot, and it just got better. Copilot can now be used to update existing Receptionist agents — not just new ones.
Why Start with Copilot
Setting up an agent from scratch involves a learning curve. You need to understand how the AI interprets your instructions, how it handles pronunciation, and how different field configurations affect the conversation flow. Copilot skips most of that initial friction.
Instead of writing out every field manually, you talk to the Copilot agent in plain language. Describe your business, explain what the agent should do, what kind of callers it will handle, and what tone you want. The Copilot takes that conversation and auto-populates a draft configuration for you.
The amount of time it takes to set up your agent is basically how long you're willing to have a conversation with Copilot. The more detailed and clear you are, the more accurate the resulting agent will be.
The Recommended Workflow
A good rule of thumb: whenever you're creating a new agent — whether it's for an inbound receptionist or an outbound campaign — start with Copilot. Every time.
Start with Copilot. Give it a rundown of what the agent is for, who it's talking to, what the goals are, and any specific behaviors you want. Let it generate the initial configuration.
Add Knowledge Packs. Once your base agent is set, attach a Knowledge Pack with the information it needs during conversations — pricing sheets, FAQs, company policies, product details.
Refine the Agent Guidelines. This is where you tighten things up. Add specific instructions about what it should or shouldn't say. Include example questions and answers if there are particular interactions you want handled a certain way.
Test and iterate. Run test calls, review the transcripts, and adjust. Copilot gets you to a working agent fast — the refinement after is what makes it great.
Think of Copilot as your kickstart. It gets the foundation built so you can focus your time on the fine-tuning that actually matters.
Stay Informed Without the Noise: Call Outcomes, Reports, and Notifications
Visibility into your calls has always been a priority, but we've added a few layers recently that make it easier to track what's happening — and more importantly, to only get notified about the things that matter to you.
Call Outcomes in Call History
Call History now includes a dedicated Call Outcome column. This sits alongside the existing call status and sentiment data, giving you another layer of detail on what actually happened during each call.
Each outcome comes with a helpful tooltip that explains what it represents, so you're not guessing at what the values mean. Between status, sentiment, and outcome, you now have three dimensions of visibility into every call — which makes filtering and identifying trends much more practical.
Daily Agent Report Emails
Instead of checking the dashboard every day, you can now have performance reports delivered straight to your inbox. Agent reports support daily, weekly, and monthly intervals, giving you a broader view of how things are going over time.
You enable reports per agent and can add up to 10 recipient email addresses. This is especially useful for agencies or teams where multiple people need to stay in the loop without all logging into the platform separately.
Weekly and monthly reports are particularly valuable for spotting trends. Daily snapshots are great for operational awareness, but the longer intervals help you measure consistency and make decisions based on more meaningful timeframes.
Enhanced Email Notifications
Here's where you get surgical. Email notifications can now be configured based on specific conditions — you choose what triggers a notification based on call statuses, outcomes, sentiment, or any combination of those.
You can create multiple notification rules, which means you can set up one rule for calls with negative sentiment, another for specific call outcomes, and so on.
The strategy here is to use these three features together:
Agent Reports give you the broad picture — how all your calls are performing across a given timeframe.
Enhanced Notifications alert you when something specific happens — a call went poorly, a high-value outcome was hit, whatever you define.
Call History with Outcomes is where you go to drill into the details when something catches your attention.
This way, you're not drowning in notifications for every single call. You get the overview through reports, the exceptions through targeted alerts, and the full picture on demand through Call History.
Final Thoughts
These features aren't isolated upgrades — they're designed to work together. Auto allocation keeps your agency billing clean; Smart Actions and CRM sync build a continuous feedback loop between your calls and your CRM; Copilot gets agents deployed faster; and the reporting stack keeps you informed without creating noise.
If you've been using thinkrr for a while, take a look at which of these you haven't turned on yet. Chances are, a couple of them will save you time every single week.
And if you're just getting started, this is a good roadmap for how to set things up right from day one.
For more details on any feature mentioned here, check out our full documentation at docs.thinkrr.ai.
