Use the Communications overview

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.

In the sidebar, open Communications, then Overview. The page address is /communications. The page title reads Communications Hub.

Steps

1. Under Global Search, type a customer's name, email address or phone number in Search by name, email, or phone. Nova searches your accounts once you have typed at least two characters and shows up to eight matches.
2. On a result, press Open Account to go to the customer's account, or Quick Text to start a text to the account's primary contact.
3. Under Quick Actions and Queues, press New Email to open Email, New Text to start a new text message, or Open Dialer to open the Calls Desk and place a call.
4. Press a queue tile, such as Needs Reply, Unread, Missed Calls, Voicemails or Assigned to Me, to open the page it counts.
5. Under Recent Activity, press an item to open where it happened.

What you see

• Each queue tile shows a count. Counts above 999 read 999+.
• Needs Reply counts text conversations assigned to you that have unread messages. Unread counts unread text conversations plus unread emails in the inboxes you belong to. Assigned to Me counts text conversations assigned to you.
• Missed Calls counts inbound calls that did not connect, and Voicemails counts voicemails left on your lines. Both count every one on record, not only new ones.
• Missed Calls and Voicemails open the Calls Desk with the matching filter already on. Needs Reply, Unread and Assigned to Me open Conversations with every switch off; turn on Needs reply, Unread only or Assigned to me there to narrow the list. See Find a conversation across email, text and calls.
• Recent Activity shows the 20 latest texts, calls, voicemails and emails. Each row carries a channel chip (Text, Email, Call or Voicemail), a status, a title, and how long ago it happened. A text opens its Conversation Timeline, a call opens the Calls Desk, a voicemail opens the Calls Desk filtered to voicemail, and an email opens Email.
• When nothing has happened yet, the page reads No recent activity yet.
• Before you type, the search box reads Start typing to search accounts by contact name, email, or phone. With one character it asks you to Enter at least 2 characters to search.

If something looks different

• The page reads Search is unavailable without CRM account read access.: your role cannot read accounts. Ask your admin.
• Quick Text is missing on a result: the account's primary contact has no phone number, or your role cannot send texts.
• A queue tile or quick action is missing: your role does not have access to that channel, or the channel is turned off for your organization. The page reads No quick actions are available for your current role. or No queues are visible for your current communications access. when none are left.

Open the Communications overview