Communications

Upload a ringtone or chime, build a profile for calls, texts, emails and voicemail, and choose sounds for your browser and Android app.

Write rules that decide what happens to new email on a support inbox, such as skipping a ticket for auto-replies or raising the priority for one sender, then switch rules off and on.

Add your Google, Facebook or other review links so review requests have somewhere to send customers, pick the primary one, and choose whether requests rotate between links.

Choose how a support inbox treats email from before it went live, preview what would come in, import it in a batch, and turn the messages that still need an answer into tickets.

Search for an available number by country, area code, city or digits, choose whether it texts and calls, name it, give it to a branch and the people who will use it, and buy it.

Rewrite the text or email a customer gets for an appointment notice, reminder or thank-you, drop in fields like the customer's name, preview it and send yourself a test.

See whether technicians can place recorded business calls from their own cell phones through a Nova line, unlock a teammate whose access code is locked, disable one, and review recent attempts.

See whether each support mailbox is still bringing in email, make Nova read a mailbox again, retry or close out failed background work, and read customer ratings and portal article results.

Preview upcoming team messages and check each teammate's delivery results without changing their notification inbox.

Find out which teammates were told about a text, email, call or voicemail, why each one was included or left out, and whether the push, email or text notification actually got through.

Open the NovaAI diagnostics page to see where each NovaAI setting comes from, what your plan limits, which saved versions are in force, and the final values Nova uses.

Set how many days pass before the same customer is asked for a review again, whether a teammate's request goes by text or email, and see who was asked and where the review went.

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.

Choose one daily schedule summary, optional reminders and schedule-change messages, with explicit team recipients.

Choose shared sending defaults, then give a category, branch or single message its own sender.

Choose the staff details each customer message category shows, within shared privacy limits.

Pick the team members who get an email or text when a Nova Payments deposit is on its way to the bank, when it arrives, and if the bank rejects it, and attach the deposit report to the email.

Team emails come from Nova's email sender with your business name. Pick one of your inboxes instead for all team emails or for task reminders.

Choose who is notified when a customer conversation goes unanswered, how long Nova waits between steps, and whether to use push, email, text or a voice call.

Choose and confirm the texting number included in your plan, manage replacements and check carrier verification.

Make a VIP customer, a particular phone line or one teammate ring or chime differently by assigning a sound profile to them, and understand which rule wins when several apply.

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.

Check every email, text and call going to customers, see what is due to go out next, read any message, and stop one reminder before it sends.

One list of every email and text a customer can get from Nova, when each one goes out, and the setting or article that controls it.

Stop customer texts going out late at night, change how many days before or after a due date a reminder goes, and decide how long Nova waits after a schedule change.

Create SLA policies that say how fast your team should first answer a ticket and how fast it should be resolved, and see which policy a ticket follows.

Choose the text customers get when a technician is on the way, which line it sends from, and whether dispatchers can change the wording.

Create the skills your support team has, set each person's availability, ticket limits and skills, and watch which queues are short of people before tickets pile up.

Create the kinds of request customers pick in the portal, send each to the right queue with its own response targets, and publish the questions customers answer when they ask.

Create the queues support tickets wait in, link each to a support inbox, choose who can see it, and decide whether Nova assigns new tickets on its own and what happens when nobody fits.

Name a phone line, give it to a branch, choose the teammates who can answer and text from it, record a voicemail greeting, forward calls after hours, and cancel or reactivate a line.

Choose who is notified about unassigned texts, emails, calls and voicemails, whether a team hears about them too, and how long a callback can wait before it is overdue.

Bring the business number your customers already know into Nova by submitting a transfer request with your current carrier details, then uploading the signed letter of authorization and a recent bill.

Accept the AI terms and switch AI features on for the whole organization, or switch them off with a reason and a choice about what happens to summaries and drafts AI already produced.

Choose customer messages by type, adjust timing and channels, and review delivery without duplicate booking reminders.

Switch on call transcription, live guidance during calls and after-call summaries for your organization, roll it out gradually with shadow or pilot mode, and stop any part of it in an emergency.

See which connected mailboxes are support inboxes, which are already creating tickets, and take one from watch-only to live so new email opens tickets in the right queue.