Review and approve what NovaAI suggests after a call

Open a call's NovaAI review to read the summary and what was said, then approve, reject or carry out each change NovaAI suggests, and undo one that already ran.

In the sidebar, open Communications, then Calls, and press a call. In the Call detail panel, press Open NovaAI review under NovaAI overview, or Open full post-call review workspace under Live Assist. The page address is /communications/calls/ followed by the call and /nova-ai. The page title reads NovaAI Review Workspace.

Before you start

• NovaAI for calls has to be on for your organization; see Turn on NovaAI for calls. Until it is, the page reads This page is not available for this organization.
• Your role needs permission to read NovaAI results. Deciding on suggestions, carrying them out, undoing them and revealing hidden text each need their own permission, and Nova hides the buttons your role cannot use.

Steps

1. Read the top of the page: who called whom and when, with counts for Summary, Proposals, Blocked and Live assist.
2. Read the summary card for what the call was about.
3. Narrow the suggestions with All proposals or the chips for draft, blocked and high-confidence ones, or type in Filter proposals.
4. On a suggestion, press Show beside Why this was suggested to see the evidence from the call.
5. Press Approve, Reject or Snooze.
6. To carry out an approved suggestion, choose Immediate or Queued at the top, then press Execute now or Queue execution on the suggestion. The link on its right opens the record it changes.
7. If a suggestion ran and should not have, press Rollback execution on it.
8. To approve, in one go, every suggestion that is not blocked and does not need a person to check it, press Approve all safe items.

What you see

• Each suggestion carries a confidence chip and whether it was allowed, needs review or was blocked. Latest state shows what was decided and whether it ran.
• Transcript evidence shows who said what, and when in the call.
• Review signals lists Duplicate candidates, Warnings / ambiguities, Missing fields and Policy blockers NovaAI found.
• Execution results lists every change NovaAI actually made.
• Rerun analysis asks NovaAI to go over the call again. Selected run and Compare run put two passes side by side; press Apply run selection to load them.
• Reveal sensitive text shows the details NovaAI hid from the transcript, and Re-hide sensitive text hides them again.
• Workflow links has Open call context, which opens the call's conversation, and links to the records NovaAI touched.
• Preview / Diff, Evidence and provenance, Edit payload and the runtime panels are technical detail for whoever set up NovaAI.

If something looks different

• The page reads No proposals match the current filters.: press All proposals or clear Filter proposals.
• Approve all safe items is greyed out: your role cannot decide suggestions.
• Rerun analysis is greyed out: your role cannot ask for a rerun.
• Rollback execution is missing: the suggestion has not run yet, was already undone, or cannot be undone.
• Ignore turns a suggestion down the same way Reject does.

Open the Calls Desk