Choose how phone numbers and email addresses open

Choose whether phone numbers and email addresses open Nova's calling and email tools or your device's apps, with separate defaults for computers and phones.

In the sidebar, open Settings, then choose How Links Open under Communications. The page address is /settings/org/communications-workflow. The page title reads Communications Workflow, and the section you want is Contact launch defaults.

Before you start

• Your role needs permission to change organization notification settings. Otherwise the section shows a Read-only pill and the lists cannot be changed.
• These are organization-wide defaults. Each person can still pick something different for themselves under Phone and email launch behavior on the Calling tab of their profile; see Set up calling from your browser and your cell phone.

Steps

1. Scroll to Contact launch defaults.
2. Under Desktop phone links, choose Browser softphone or System phone app. The softphone opens Nova's call panel with the number filled in and waits for you to press dial; the phone app hands the number to whatever your computer uses for calls.
3. Under Mobile phone links, make the same choice for phones and tablets. Most people expect the phone's own dialer here.
4. Under Desktop email links, choose Nova inbox composer, which opens a new email in Nova with the address filled in, or System mail app.
5. Under Mobile email links, choose the same for phones.
6. Watch the pill in the section header: it reads Autosave queued, then Saving, then Saved. These choices have no save button.

What you see

• The choices apply anywhere in the app a phone number or email address is shown as a link.
• The Browser softphone choice never dials on its own. It stages the call so you can check the number first.
• On a computer, a person who has not picked their own email choice is asked each time: How do you want to send this email? Your default is the highlighted button, Use Nova or Use my email app. Ticking Remember my choice saves their pick to their profile.
• Email links open Nova's composer only for people allowed to read and send email in Nova. Everyone else gets their own mail app.
• The Coverage resources section links to Manage phone lines and Manage email inboxes, where lines and mailboxes are set up.

If something looks different

• A teammate says numbers still open their phone app: they set their own preference on their profile, which wins over the organization default, or their browser softphone is turned off or their role cannot place calls. See Set up who answers a phone line and where calls go.
• A number opens the phone's dialer although Mobile phone links is Browser softphone: the softphone only shows on a phone or tablet for people who turned on Enable on mobile and tablet web on their profile. Everyone else gets the dialer.
• The pill stays on Autosave queued after an error message: the save failed. Change the choice again to retry, or reload the page and check whether it held.

Open Workflow settings