Communications

Use the Blocked Senders list to block or unblock a phone number's texts and calls, mark it as spam or not spam, and see the history behind the decision.

Search one list of every email thread, text conversation and call with a customer, filter it by channel or state, and open the one you need.

Open one conversation to see its texts, emails, calls, recordings and voicemails in one timeline, link it to a customer, and text, email or call them back from the same page.

Open the Social inbox, find a direct message from Facebook, Instagram or another connected social account, reply with text or a file, and link the sender to a customer.

Decide how Nova treats suspicious callers and texters, which reputation lists it checks, whether it shares reports, and review the numbers it has flagged.

Open the Communications overview to look up a customer, start an email, text or call, and see how many messages need a reply or are waiting on you.

Use the Communications Workflow page to see the texts, emails, calls and voicemails you own or follow, then assign, claim, mute, snooze or hand them off in bulk.

Connect a shared mailbox such as support@ or info@ through the sign-in of someone who is a member of it. The mailbox needs no password or licence of its own.

Connect an Outlook.com, Hotmail, Live or Microsoft 365 mailbox so its email shows up in Nova. Name the mailbox, answer one question about your administrator, then sign in at Microsoft as the mailbox.

What to do when Microsoft wants a second verification step, such as an app code or security key, before Nova can be connected to a mailbox.

What to check when the Microsoft account itself stops a mailbox connection, such as the wrong account, a disabled or locked account, an expired password, or no mailbox.

What to do when Microsoft blocks the sign-in for a mailbox connection because of your company's conditional access, device or location rules.

Read the status badge on an inbox card, tell Sync stopped from Needs reconnecting, and use Try again, Reconnect or Force resync to get mail arriving in Nova again.

What to do when Nova asks whether you are the Microsoft 365 administrator, how to approve Nova yourself or send the request to the person who is, and what they see.

Move between mailboxes and folders, search and filter messages, reply or forward, and archive, star, snooze, file or link a message to a customer's account.

What the Microsoft app configuration error means when connecting an inbox, what to try once, and what to send to support so it can be fixed.

Write a new email from a connected mailbox, add recipients, a subject, attachments and a template, then send it or save it as a draft.

Review names, phone numbers, email addresses and work addresses from a text conversation, then create or link the customer account.

Open a text conversation's details to link the number to a contact and account, add people to a group text, pause alerts, choose how replies are sent, hand it to a teammate and leave internal notes.

Start a text to a customer or a group from the Text page, pick the line it sends from, attach a photo or PDF, schedule it, and send it.

Keep the text inbox tidy by starring, coloring, filing, pausing alerts on, archiving, trashing or blocking a conversation, and search inside it or across all of them.

Open one text conversation, then star a message for the team, save it for yourself, copy it, file its photos, react to it, or see when it was sent, delivered and read.

From one call's detail, hand the call to a teammate, leave an internal note, move its follow-up through Start, Waiting, Escalate and Resolve, and act on what NovaAI suggests.

Use NovaAI Ops to see whether NovaAI for calls is ready, what it has cost and how busy it has been over the last 30 days, for the whole organization or one phone line.

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.

Find a call on the Calls Desk, listen to its recording or voicemail, read the transcript, link the caller to a customer, and call them back.

Watch the calls in progress right now, bring a teammate in, transfer a caller, send them to voicemail or a callback, change who owns the call, and listen in or coach.

Find a ticket in the queue, take it or hand it off, change its queue, status and priority, add internal notes, and mark it waiting or resolved.

Start a support ticket by hand, choose its queue and request type, set the priority, and leave a kickoff note for the team.

Write a reply to the customer from a ticket, save it as a draft, attach files, and send it without stepping on a teammate who is already replying.