Turn on NovaAI for calls

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.

In the sidebar, open Settings, then choose NovaAI for Calls under Communications. The page address is /settings/communications/nova-ai. The page title reads NovaAI Configuration.

Before you start

• AI has to be on for the organization first; see Turn AI on or off for your organization. Until then the NovaAI for Calls card is hidden and the page is unavailable.
• Your role needs permission to read the NovaAI policy to open the page and to write it to change anything.
• There is no save button. Switches and lists save the moment you change them; text fields save shortly after you stop typing or when you leave them. A failed save shows Autosave failed with Retry save.
• Everything here is the organization default. A single phone line can be different; that is set from the line's own menu under NovaAI override.

Steps

1. Read the banner at the top: NovaAI is OFF, in shadow mode, in pilot, or NovaAI is ON. When it is off, the reasons are listed under it.
2. Under Master access and rollout, turn on AI master switch and make sure Emergency stop all AI is off.
3. Set Rollout mode: Shadow to watch traffic without any AI result reaching anyone, Pilot to go live only for the cohort you define, or Enabled for everyone. Disabled keeps it off.
4. Turn on the features you want: Transcription (required by the other two), Realtime assist for guidance during a live call, and Post-call analysis for summaries and follow-ups.
5. Set the privacy choices: Redaction mode (Strict, Standard or Permissive), Transcript reveal mode and Transcript export mode (Blocked, Review required or Allowed).
6. Under Provider, model, and cost controls, set Retention days and the caps such as Monthly call cap and Monthly minute cap, and decide Auto-action mode and Require human approval before execute.
7. For a pilot, set the cohort under Pilot rollout rule, which appears once Rollout mode is Pilot: Cohort scope, Percentage, and any role, branch, phone line or user lists.

What you see

• The banner changes as you go and names what still blocks NovaAI.
• Emergency kill switches at the bottom stop one capability at once without touching the rest: Realtime assist emergency stop, Post-call analysis emergency stop, Sensitive reveal emergency stop, Transcript export emergency stop and Auto-actions emergency stop.
• The Line overrides card counts the phone lines with their own settings, and Line override inventory lists them. Lines without one follow this page. To change a line's own settings, open Manage phone lines and choose NovaAI override in that line's menu.
• NovaAI Ops opens the live view of readiness, spend and backlog; Open diagnostics shows how the policy resolves.

If something looks different

• The page says it is not available for this organization, or the card is missing from Settings: AI is off or not in your plan. Start at AI Governance.
• A switch will not turn on and the banner still says OFF: Emergency stop all AI is on, or Rollout mode is Disabled.
• A line behaves differently from what you set: it has an override. Open it with NovaAI override in the line's menu on Phone Lines. See Set up who answers a phone line and where calls go.

Open NovaAI Settings