Give one phone line its own NovaAI settings

Make NovaAI behave differently on one phone line, such as keeping it off on a line for sensitive calls or piloting it on one line first, without changing the rest of your organization.

In the sidebar, open Settings, then choose Phone Lines under Communications. Open the menu at the right end of the line's row and choose NovaAI override. The page address is /settings/communications/nova-ai/phone-lines/ followed by the line. Manage this line override on NovaAI Ops opens the same page.

Before you start

• NovaAI for the whole organization is set on Turn on NovaAI for calls. Use this page only when one line needs something different.
• Your role needs permission to read NovaAI settings to open the page, and to change them to edit it. Without the second, the status chip reads Read only.

Note: If the page shows Phone line not found., Nova could not tell which line you opened and nothing you change is saved. See the last section.

Steps

1. Check the heading shows the line's name and Line context shows its number.
2. Read the state at the top: NovaAI is ON, NovaAI is in pilot, NovaAI is in shadow mode or NovaAI is OFF. The controls start from what this line gets today.
3. Change what this line should do differently. For example, turn AI master switch off to keep AI off this line, or turn Realtime assist or Post-call analysis off.
4. To try NovaAI on this line first, set Rollout mode to Pilot and choose Phone line under Cohort scope.
5. Watch the status chip at the top right. It reads Saving changes... and then "Saved at" with the time. Switches and lists save at once; text boxes save when you leave them.

What you see

• The same sections as the organization page, for this line only: Master access and rollout, Provider, model, and cost controls and Emergency kill switches. Turn on NovaAI for calls explains each control.
• The first change you save stores every setting on the page for this line. From then on, changes on the organization page no longer reach this line, including its emergency stops. To stop AI on this line in a hurry, use this page's own switches.
• There is no button to remove a line's settings. To match the organization again, set the controls to the same values.
• Back to phone lines returns to the line list, and NovaAI Ops opens the live view for this line.

If something looks different

• Phone line not found. appears and the heading reads only Phone line: the page could not match the line. Changes show Autosave failed. Go back with Back to phone lines and use Report a problem in the help panel.
• This page is not available for this organization.: AI is off for your organization or not in your plan. See Turn AI on or off for your organization.
• Autosave failed with Retry save: press Retry save. If it fails again, the message under Autosave failed says why.
• Why AI is OFF lists a reason although the organization is on: this line's own AI master switch, Emergency stop all AI or Rollout mode is the cause.

Open Phone Lines