NovaraDesk

Your customer experience workspace

One clear view of every customer conversation.

Monitor AI performance, manage escalations and give your team the context they need—all from one secure workspace.

AI + human supportLive performance visibilitySecure access

Welcome to NovaraDesk

Continue with the approved Google account connected to your workspace.

Checking your session…

By continuing, you agree to the Terms of Service.

Analytics

Monitor customer conversations and CX performance.

Customize Analytics

Arrange dashboard cards and choose the colour system used across analytics visualizations.

Chart colour palette

Dashboard arrangement

Total Conversations

—

Last 30 days

Deflection Rate

—

Resolved by AI

Avg. Response Time

—

Seconds

Resolution Rate

—

User confirmed resolved

Sentiment Score

—

Average sentiment

Avg. Messages

—

Per conversation

Conversation Volume

Resolved versus escalated conversations

Customer Sentiment

Sentiment distribution

Top User Intents

What customers are asking about

Loading intents...

AI Performance

Conversation outcome overview

Deflected

—

Escalated

—

Resolution

—

Recent AI Conversations

Latest customer interactions

Session	Date	Query	Intent	Rating	Sentiment	Status
No conversations yet.

Total Escalations

—

Last 30 days

Escalation Rate

—

Of total conversations

Avg. Handling Time

—

Minutes

Human CSAT

—

Customer satisfaction

Resolution Rate

—

Resolved by humans

Active Agents

—

Currently online

Escalation Volume

Daily conversations transferred to humans

Resolution Outcome

Customer feedback after escalation

Escalation Breakdown

Outcomes of conversations handled by humans

Loading escalation data...

Recent Human Conversations

Conversations escalated from the AI agent

Session	Date	Query	Intent	Rating	Sentiment	Status
No human conversations yet.

Total Tickets

—

AI escalations in selected period

Open

—

Awaiting agent action

Pending Revert

—

Waiting for customer / internal revert

Resolved

—

Closed by human agent

Avg. Resolution Time

—

Hours

Reopened

—

Tickets reopened after resolution

All Tickets

All tickets matching the selected view and filters

Ticket	Created	Customer / Query	Assigned To	Status	Age	Resolution
No escalated tickets yet.

Monitor the reports that matter together in one operational view.

Dashboard Grid

Widgets0

Reports available0

Last savedJust now

Saved automatically in this browser

Build your operational view

Add any saved chart, summary table or pivot report. There is no widget limit.

Total customers0Known customer identities

Active customers0Engaged in the last 30 days

At risk0Requires proactive attention

High value0VIP and priority accounts

0 customersUnified profiles across support and commerce sources

Customer	Organisation & segment	Last interaction	Support	CSAT	Health	Lifetime value

Administration

General

Configure the identity and operating defaults for this workspace.

All changes saved

Workspace identity

How NovaraDesk appears to agents and customers.

Workspace nameSupport emailDefault languageTime zone

Business hours

Used for SLA calculations and channel availability.

Working day startsWorking day endsInclude SaturdaysCount Saturday inside business-hour SLAs.

Agents

Invite teammates and control their access.

Role permissions

Keep administration separate from daily ticket handling.

Ticket defaults

Standardise how new support cases are created and managed.

Ticket prefixDefault statusDefault priorityAuto-close resolved ticketsAllow ticket reopeningCustomers and agents may reopen resolved tickets.

Service levels

Default response and resolution expectations.

First response targetResolution target

Channels

Control the customer entry points available to the workspace.

Business integrations

Connect customer, commerce and fulfilment data.

Agent notifications

Choose which operational events should interrupt agents.

New ticket assignedNotify an agent when ownership changes.Customer repliedNotify the assigned agent about new messagess.SLA approachingWarn agents before first-response and resolution breaches.Missed call or callbackNotify owners about outstanding call requests.Browser notificationsShow alerts while NovaraDesk is in the background.

Access security

Protect administrative and customer information.

Session timeoutAllowed email domainRequire two-factor authenticationRequire an additional verification step for administrators.Allow API accessEnable authenticated access for integrations.

Recent administrative activity

Prototype audit trail for critical changes.

Today, 10:42 amWorkspace settings reviewedNovara CX Support

Yesterday, 06:18 pmAgent permissions updatedAdministrator

26 Aug, 03:24 pmAPI access enabledAdministrator

Ticket windowDrag fields to reposition them. Use Edit to rename or configure choices.

Changes are saved on this device

Report builder

Build a report

Turn your CX data into a focused business view.

Report name Dataset Group by Measure Calculation Visual Sort

Advanced · Read only SQL report editor

Use SELECT, WITH, JOIN, WHERE, GROUP BY, HAVING and ORDER BY. The preview refreshes automatically.

Read only

Available tables and columns

ticketsid, ticket_number, session_id, status, priority, subject, customer_query, intent, sentiment, escalation_reason, customer_name, customer_phone, agent_name, created_at, updated_at, first_response_at, resolved_at, reopened_at

ticket_messagesid, ticket_id, session_id, sender_type, sender_name, message, created_at, read_at

ticket_notesid, ticket_id, author_name, note, created_at

chat_logsid, session_id, user_message, bot_reply, intent, recommended_service, rating, sentiment, sentiment_score, escalation_reason, escalated_to_human, resolved, created_at

conversationsid, session_id, client_id, started_at, ended_at, resolution_status

messagesid, conversation_id, sender, message, timestamp, is_resolved

Read-only SQLEnter to run

:start_date :end_date Maximum rows

Display as

Ctrl/⌘ + Enter to refresh now

Live preview

Ticket overview

Current dashboard date range

Rows analysed—

Groups shown—

Total value—

Your report will appear here Choose your fields and the preview will update automatically.

ExecutionNot run

Duration—

Rows returned—

AccessRead only

Row limit500

Last run—

Workspace

Saved reports

Reusable views stored in this browser.

0 reports

No saved reports yetSave a useful report to access it here.

Chatbot status—Published configuration

Prompt version—No version loaded

Active model—Provider

Connected channels—Including website chat

Published experience preview

Customer Experience Simulator

See exactly how your published chatbot responds before customers do.

Hello! How can I help you today?

IdentityWho the chatbot is ObjectivePrimary outcome Company informationApproved business context Voice and toneHow replies should sound Response rulesHow replies should work Knowledge rulesSource-of-truth behaviour Escalation rulesWhen humans take over Data collectionName, phone and consent RestrictionsWhat must never happen FormattingMarkdown and readability

Live configuration

Model configuration

Choose the model used for customer conversations.

Provider Model Operational status

Response style

Advanced settings

Only change these settings if you understand their impact on response quality, speed and cost.

TemperatureMaximum output tokensRequest timeout (milliseconds)Fallback modelRetry attempts

Configuration changesChanges take effect after you save.

Customer channels

Deploy the same published intelligence while preserving channel-specific identity and replies.

Loading channels…

Prompt version history

Restore any earlier configuration as a new draft before publishing.

Loading versions…

Total content—All knowledge entries

Published—Available to the AI

Drafts—Awaiting publication

Needs review—Potentially outdated

Loading Knowledge Base…

New knowledge article

Draft content remains unavailable to customers until published.

TitleCategory Primary customer question Approved answer Alternative questions KeywordsPriority (1–100) StatusInternal notes

Active workflows0Currently monitoring events

Runs today0Automation executions

Successful—Last 30 executions

Time saved0mEstimated this week

Workflow builder

Create workflow

Define what starts the workflow and what NovaraDesk should do next.

Workflow mapNeeds setup

WhenTicket is created

Only ifNo conditions

ThenSet priority

Clear nameTrigger selectedAction configured

1

Workflow details

Give your team a clear name and purpose.

NameDescription

2

When this happens

Select the event that starts the workflow.

Trigger

3

Only if

Add optional conditions to narrow the workflow.

4

Then do this

Add one or more actions in execution order.

AM

Customer

Verified

Customer profile

Customer since—

Lifetime value—

Total tickets—

Average CSAT—

Health score—

Ticket	Subject	Channel	Status	Created

AI Agent Assist

Smart reply and writing assistance

Suggested reply

Read-only · generated from the ticket conversation

Generate a reply suggestion using the ticket context.

Improve your draft

Type or paste the message you want AI to refine

Loading ticket Fetching the latest ticket information and conversation…

Ticket

Assigned agent

Due in 18 minutes

AI Conversation · Click to view

Human support conversation

Loading ticket…

Call History · Click to viewIncoming and outgoing attempts linked to this ticket 1 attempt

Timestamp	Notes	Call outcome	Agent	Call type	Duration	Resolution outcome	Recording

Call Details · Click to viewRecord the outcome after an Exotel call

Timestamp Call type Call outcome Agent Duration Notes RecordingUpload a call recording manually when available.

Resolve ticket

Add a resolution note. The customer will see this note.