Nova Choose the number and inbox customer messages come from
Choose shared sending defaults, then give a category, branch or single message its own sender.
Open Settings, then Customer Messages under Communications.
Choose a category's sending details
- Choose Messages for, such as Appointments, Rentals, Quotes or Invoices.
- In the sending details card, choose Change.
- Each sender first shows what the category uses today, under "Same as All customer messages". To change it for every category, choose Change for all customer messages. To use a different sender for this category only, choose the button that reads Use a different sender for, followed by the category (or texting number, for texts).
- Choose the texting number or email inbox. Search by name or address. Only numbers and inboxes you are allowed to use appear. A note under it says the choice is only for this category and what it would otherwise use.
- Under More sending options, optionally change the Email display name or choose an approved reply address. Text replies always return to the sending number.
- Choose Save changes. Saved confirms the result; an error stays beside the editor if anything fails.
To follow All customer messages again, choose the button that reads Same as All customer messages under the choice. It removes your choice and does not copy today's value. Under All customer messages, set defaults shared by every category. Quotes, Invoices and Agreements each keep their own sending details, even when linked to an appointment or work order.
From an invoice or quote, the sender card beside From opens these same settings over the page, so the email you are writing stays as it was. Closing them takes you back to it, with the sender updated.
What customers see as the sender
The sending details show the name and address customers see on your emails.
- Nova's email sender: emails come from Nova's sending address with your business name (or the Email display name you typed) as the sender name. Replies go to your business's reply address, never to Nova.
- A Google or other connected inbox: emails come from that inbox, with the display name you typed or the inbox's name.
- A Microsoft inbox: Microsoft always shows the mailbox's own name, so the Email display name box is greyed out. To change the name customers see, rename the mailbox in Microsoft 365.
Give one message its own sender
Usually every message follows its category. For a special case, such as texts for one message coming from a different number:
- On the message's row, open the ⋯ menu and choose Change who it's from….
- Choose the texting number, inbox, or team names and photos for this message only, then choose Save changes.
- The row now shows Own sender. Hover over it to see what differs; select it to open the same editor.
To undo it, open the ⋯ menu and choose the option that puts the message back on its category's sender, for example "Use Work orders sender again". Nova offers Undo for a few seconds. Inside the editor, a choice made for the message says it is only for this message, shows what it would otherwise use, and has a button to follow the category again ("Same as Work orders", for example).
The ⋯ option appears only when your plan includes individual message sending details and your role can change senders or team details.
Reading where a choice comes from
Every sender says where it comes from. "Set for this message" or "Set for Appointments" in a blue tag means the choice was made at that level. Grey text such as "From Appointments settings" or "From all customer messages" means it follows the level above. The category's sending details card lists any messages that send differently, and All customer messages lists any categories with their own sending details. Select a name to open it.
Branches
Choose a branch in the top bar to change its sending details. A message's own choice takes priority over its category, and a category's over All customer messages. At the same level, the branch's choice takes priority over the organization's.
If your plan doesn't include branch sending details, a branch's own choice is kept but not used, and its card says "Not in effect on your plan — messages use your organization's sender." Messages never wait for it: they go from the organization's sender (or the default), with that sender's reply address. The branch's choice takes effect again as soon as your plan includes it.
An unavailable sender
An explicitly chosen sender holds messages when it is unavailable. Nova does not silently switch to another inbox or number. Restore the sender or choose another one. Allow the next default sender is an optional fallback you can explicitly select. Check What's going out for delivery details.
Your role needs the customer sender permission to save these choices, plus access to the inbox or number itself. Branch and message exceptions also depend on your plan. Emails to your own team have their own sender, under Notification Settings. See Choose who team emails come from.