> ## Documentation Index > Fetch the complete documentation index at: https://docs.typewise.app/llms.txt > Use this file to discover all available pages before exploring further. # Write replies with Nova > Draft a whole reply from the conversation, then polish, retone, translate, or rework any passage without leaving the composer 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. ## Before you start * The composer, and Nova's tools in it, appear once you've [taken over](https://docs.typewise.app/documentation/tickets/conversation-view/composer.md) the ticket. * The tools work in reply mode and in [notes mode](https://docs.typewise.app/documentation/tickets/conversation-view/composer.md#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. ![The Draft reply and Summarize chips above the composer, and the Nova button in its toolbar](https://mintcdn.com/typewise/Dj83fGQ8BZevB12r/images/documentation/nova/for-agents/writing-replies/composer-chips.webp?fit=max\&auto=format\&n=Dj83fGQ8BZevB12r\&q=85\&s=4b14461dc2cc95dbd03b224b096feec3) 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 ## Draft a reply **1. Click Draft reply** Click **Draft reply** above the reply box. Anything you've already typed is kept: Nova continues where you were going rather than starting over. **2. Read the draft** The draft appears in a popover headed **Draft reply**. ![The Draft reply popover with Discard and Insert](https://mintcdn.com/typewise/Dj83fGQ8BZevB12r/images/documentation/nova/for-agents/writing-replies/draft-reply-popover.webp?fit=max\&auto=format\&n=Dj83fGQ8BZevB12r\&q=85\&s=6819585f1d1d90e2acfe10155826ff9f) **3. Insert or discard** **Insert** (or `Enter`) puts the draft in the composer, replacing what was there. **Discard** (or `Esc`) throws it away. Then edit as you like and send the reply yourself. ### 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: | Rule | What it means for you | | :- | :- | | **The customer's language** | A German ticket gets a German draft, whatever language your platform is in. Formal address stays formal. | | **The channel** | An email opens with a greeting. A chat reply is short and gets straight to the point. | | **No sign-off** | On email, your own signature is added when you send, so the draft stops at its last sentence. The exception is a sign-off your guidelines require, which Nova adds word for word. | | **Only what the conversation supports** | Nova never invents an order status, a refund, a delivery date, or a policy. Where it doesn't know something, it leaves a placeholder in square brackets, such as `[tracking number]`, for you to fill in. | | **No commitments** | Nova doesn't promise anything the team hasn't. Whatever the draft says, you're the one sending it, so read it before you do. | > [!TIP] > > To answer with facts from your systems, ask Nova in the panel first: "What's > the status of her order?" Once the lookup has run, "draft a reply with that" > gives you a draft built on the result. See [Lookups and > actions](https://docs.typewise.app/documentation/nova/for-agents/lookups-and-actions.md). ## 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. ![Nova's menu in the selection toolbar: Improve, Change tone, Translate, Open Nova chat, and the Give instructions field](https://mintcdn.com/typewise/Dj83fGQ8BZevB12r/images/documentation/nova/for-agents/writing-replies/selection-menu.webp?fit=max\&auto=format\&n=Dj83fGQ8BZevB12r\&q=85\&s=86fa0773fcae626f58b780e5ba4de364) | Menu entry | What it does | | :- | :- | | **Improve** | Fixes grammar, spelling, and clumsy phrasing, and brings the passage in line with your workspace's guidelines | | **Change tone** | Rewrites the passage as **Friendly**, **Formal**, **Apologetic**, or **Firm**, or in a tone you describe | | **Translate** | Translates the passage into the customer's language, English, German, French, Italian, or a language you type | | **Open Nova chat** | Hands the passage to the panel, where you say what you want done with it | | **Give instructions...** | Rewrites the passage the way you describe: "shorter", "add that the refund takes 5 days", "drop the apology" | 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. ### 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. ### 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. ![The Change tone submenu with Friendly, Formal, Apologetic, and Firm](https://mintcdn.com/typewise/Dj83fGQ8BZevB12r/images/documentation/nova/for-agents/writing-replies/change-tone.webp?fit=max\&auto=format\&n=Dj83fGQ8BZevB12r\&q=85\&s=0a797bfe1d93f9afa126b16ec179c781) ### 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...**. ![The Translation submenu with the customer's language first](https://mintcdn.com/typewise/Dj83fGQ8BZevB12r/images/documentation/nova/for-agents/writing-replies/translate.webp?fit=max\&auto=format\&n=Dj83fGQ8BZevB12r\&q=85\&s=1a8b6f2d85651b31b300ebd77826e039) 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`. ### 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. ### 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. ![The rewrite popover with Iterate, Discard, and Insert](https://mintcdn.com/typewise/Dj83fGQ8BZevB12r/images/documentation/nova/for-agents/writing-replies/proposal-popover.webp?fit=max\&auto=format\&n=Dj83fGQ8BZevB12r\&q=85\&s=793eba1616694c5a6f46b33639cbdda4) * **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. ## 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. ![The Nova panel after picking "Make it shorter": a new version with an Insert button, and the passage from the composer above the message box](https://mintcdn.com/typewise/Dj83fGQ8BZevB12r/images/documentation/nova/for-agents/writing-replies/iterate-in-panel.webp?fit=max\&auto=format\&n=Dj83fGQ8BZevB12r\&q=85\&s=b4381221e51932fb5202e53a43c8980d) 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. ![A reply Nova drafted in the panel after a lookup and an action, ending in an Insert button](https://mintcdn.com/typewise/Dj83fGQ8BZevB12r/images/documentation/nova/for-agents/writing-replies/draft-in-panel.webp?fit=max\&auto=format\&n=Dj83fGQ8BZevB12r\&q=85\&s=6dc2b79904140cc48bac0be58c394caf) 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. > [!NOTE] > > **Insert** is greyed out if you've edited the passage the conversation was > opened on, because the text no longer matches. Select the passage again and > press **Iterate**. The button disappears altogether when the composer is no > longer open, for example on another ticket; the text is still there to copy. > [!TIP] > > Tell Nova what to say, not how to say it to this customer. "Just say thanks, > the fee has been refunded" is enough: the language, the greeting, the > formality, and your guidelines are read from the ticket. Dictating your > request in English on a German ticket still gets you a German reply. ## Troubleshooting > **I don't see the chips or the Nova button** > > The composer, and Nova's tools in it, only appear once you've taken over > the ticket. They're also hidden on the **Forward** tab. If you've taken > over and still don't see them, Nova's writing tools aren't switched on for > your workspace yet. Ask your admin or your Typewise contact. > **Insert is greyed out in the panel** > > You've edited the passage this draft was written for, so the text no longer > matches. Select the passage again and press **Iterate**, or copy the draft > across by hand. > **There's no Insert button under Nova's text** > > The reply composer isn't open: the ticket still shows **Take Over**, you're on > the **Forward** tab, or you've moved to a different ticket from the one the > draft was written for. Go back to the reply tab of that ticket. The text stays > in the panel to copy. > **Nova could not draft a reply, or could not rewrite this** > > Something went wrong on the way. Close the popover and try again. If it keeps > happening, report it with the feedback button on a Nova reply or through [Bug > reports](https://docs.typewise.app/documentation/testing-and-feedback/bug-reports.md). > **The draft has square brackets in it** > > That's a placeholder for something Nova couldn't find in the conversation, > such as `[order number]`. Fill it in before you send, or ask Nova to look > it up. See > [Lookups and actions](https://docs.typewise.app/documentation/nova/for-agents/lookups-and-actions.md). ## Related * [Nova for Agents](https://docs.typewise.app/documentation/nova/for-agents/overview.md) * [Lookups and actions](https://docs.typewise.app/documentation/nova/for-agents/lookups-and-actions.md) * [Composer](https://docs.typewise.app/documentation/tickets/conversation-view/composer.md) * [Keyboard shortcuts](https://docs.typewise.app/documentation/reference/keyboard-shortcuts.md#nova) This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.