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.

Explore preview

Sample tickets and analytics. No sign-in or session timeout.

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Analytics

Monitor customer conversations and CX performance.

Total Conversations

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Last 30 days

Deflection Rate

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Resolved by AI

Avg. Response Time

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Seconds

Avg. AI Confidence

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Across AI responses

Resolution Rate

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User confirmed resolved

Sentiment Score

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Average sentiment

Avg. Messages

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Per conversation

Knowledge Usage

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Responses using knowledge

Conversation Volume

Resolved versus escalated conversations

Customer Sentiment

Sentiment distribution

Top User Intents

What customers are asking about

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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

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Last 30 days

Escalation Rate

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Of total conversations

Avg. Handling Time

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Minutes

First Response Time

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Average initial response

Human CSAT

—

Customer satisfaction

Resolution Rate

—

Resolved by humans

SLA Attainment

—

Within service target

Active Agents

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Currently online

Escalation Volume

Daily conversations transferred to humans

Resolution Outcome

Customer feedback after escalation

Escalation Breakdown

Outcomes of conversations handled by humans

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Recent human conversations

Conversations escalated from the AI agent

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

Total Tickets

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Matching selected period

Open

—

Awaiting agent action

In Progress

—

Being worked on

Pending Revert

—

Waiting for response

Resolved

—

Completed tickets

Avg. Resolution

—

Created to resolved

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

Build your operational view

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

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.

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

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

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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.

Published chatbot preview

Test your chatbot

See how customers experience your currently published configuration.

Hello! How can I help you today?

Conditional rules

Tell the AI what to do in specific situations. If rules conflict, the first matching rule takes priority.

Start with a template

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…

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 toFirst Response: Pending

Due in 18 minutes

AI Conversation · Click to view

Human support conversation

Loading ticket…

Call HistoryIncoming and outgoing attempts linked to this ticket 1 attempt

Timestamp	Notes	Call outcome	Agent	Call type	Duration	Resolution outcome	Recording

Capture New CallRecord and save a new call outcome

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.