Write replies with Nova

Nova’s writing tools live in the reply composer. Draft reply writes the whole message from the conversation. Selecting text in your draft opens a menu to improve it, change its tone, translate it, or rework it the way you describe. A draft or a rewrite waits in a popover until you press Insert, so nothing you typed is overwritten without you saying so. The one exception is a translation, which replaces the selected passage straight away because you named the language yourself.

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Before you start

• The composer, and Nova’s tools in it, appear once you’ve taken over the ticket.
• The tools work in reply mode and in notes mode. In notes mode, Draft reply writes an internal note for a colleague instead of a message to the customer. They aren’t available on the Forward tab.
• Nova runs one request at a time. While a draft or a rewrite is on its way, the chips and the menu wait for it to finish. Cancel stops a run you no longer want.

1. Draft reply writes the whole message
2. Summarize appears on longer tickets
3. Nova opens the menu of your team’s actions and lookups

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Draft a reply

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What goes into a draft

Nova doesn’t write blind. Before it drafts, it reads:

• The conversation, and answers the customer’s latest message in the context of everything before it.
• Your workspace’s guidelines, the company and channel instructions your admins wrote: form of address, words to use or avoid, tone, and a required sign-off if there is one.
• The customer’s earlier conversations, when one of them plainly bears on what they’re asking now. Nova uses them for context and never brings them up unprompted.
• What you’d started typing, which it keeps and builds around.

And the draft follows a few rules:

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Rework a passage

Select any text in your draft, from a word to the whole reply. The formatting toolbar appears with Nova’s menu under it. Whatever you pick, Nova changes only the passage you selected and only in the way you asked. The facts stay the facts: a rewrite never invents a promise, a date, or a refund that the passage didn’t contain, and never drops one. What you ask for is different: “Say the replacement ships Monday” adds that date, the Apologetic tone adds an apology, and “drop the apology” removes one. Formatting, links, and placeholders such as {{firstName}} stay where they were.

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Improve

Improve is the second pass a careful writer would make. It also reads your workspace’s guidelines, so a required form of address or sign-off is applied: under a guideline that asks for a formal last-name greeting, “Hi Elena” becomes “Guten Tag Frau Elzesser”, with the name taken from the ticket. If the passage is already fine, it comes back unchanged.

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Change tone

Pick one of the four tones, or type your own in Describe tone… and press Enter. The result says the same thing in a different register. A firm tone is still one you could send to a customer.

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Translate

The customer’s language is listed first, marked Customer language, followed by English, German, French, and Italian. Type any other language in Another language…. A translation lands in your draft straight away, with no popover to confirm, because you named the language yourself. Product names, order numbers, email addresses, and links are left as they are. Formality follows the conversation: a German customer reply is Sie unless the thread has clearly moved to du.

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Give instructions

Type what you want in Give instructions… and press Enter, or click the microphone to dictate it. Shift + Enter adds a line, Esc goes back to the menu. The instruction can be anything about the passage:

• “Make it shorter”
• “Say the replacement ships Monday”
• “Less apologetic, but keep the refund”
• “Turn this into a bulleted list”

A question about the ticket, or a request to send the reply, isn’t something Nova can do to a passage. It hands the text back unchanged. Ask those in the panel instead.

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Accept, discard, or iterate

Every rewrite except a translation waits in a popover beside your selection. The heading says what you asked for: Text improved, Friendly tone, or the instruction you wrote.

• Insert (or Enter) replaces the selected passage with the rewrite. The rest of your draft is untouched. You can keep typing elsewhere while the popover is open.
• Discard (or Esc) closes it and leaves your text as it was.
• Iterate takes the rewrite to the panel, where you can keep shaping it in conversation.

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Iterate on a draft in the panel

The panel is where you shape a reply over several rounds. You get there with Iterate from a rewrite, with Open Nova chat from the selection menu, or by asking for reply text directly.

1. Insert on the new version
2. The passage this conversation is about, marked from composer

• After Iterate, Nova shows the text under discussion and asks What should I change?, with a few changes that fit this text, such as “Make it shorter” or “Acknowledge the urgency more clearly”, and room to type your own.
• After Open Nova chat, the selected passage is shown above the message box, marked from composer, and you say what you want done with it.
• Asking directly works too: “Draft a reply that confirms the refund”, “give me two versions, one warmer”, “say it in Italian”. After a lookup or an action, “draft a reply with that” writes the reply around what Nova just found out.

Every version Nova writes for your customer ends in an Insert button. Click it to put that version in the composer; the button then reads Inserted. When you started from a selection, only that passage is replaced. When you started from nothing, the whole reply is.

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Troubleshooting

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Related

• Nova for Agents
• Lookups and actions
• Composer
• Keyboard shortcuts