Novaza Desk on Novaza Docs

Conversation Inbox

Mon, 01 Jan 0001 00:00:00 +0000

Conversation Inbox#

The Conversation Inbox is the central workspace for all customer interactions in Novaza Desk. Every message received across all connected channels flows into the inbox, where agents can view, respond, assign, and resolve conversations from a single screen.

Inbox Layout#

The inbox is divided into three panels:

Left panel — Conversation list — shows all conversations with filters for status (open, pending, resolved, snoozed), channel, assigned agent, team, and label. Use the search bar to find a specific conversation by contact name, email, or message content.
Middle panel — Message thread — the full conversation history with the customer, including all messages, internal notes, and system events (assignment changes, status changes, SLA breaches).
Right panel — Contact & Ticket details — shows the contact’s profile, previous conversations, applied labels, and the current ticket’s SLA status.

Responding to a Conversation#

Type your reply in the Reply box at the bottom of the message thread. Press Enter (or Cmd/Ctrl + Enter for a new line) to send. You can also:

Channels

Mon, 01 Jan 0001 00:00:00 +0000

Channels#

Channels are the communication surfaces through which customers reach your support team. Novaza Desk supports multiple channel types, each of which routes incoming messages into the unified inbox. Connecting a new channel takes only a few minutes and requires no technical knowledge beyond copying configuration values.

Supported Channel Types#

Embed a live chat bubble on your website by copying a small JavaScript snippet into your site’s HTML. The widget supports custom colors, welcome messages, pre-chat forms (to capture name and email before the chat starts), and business hours. Visitors who start a chat create a new conversation in Desk instantly.

Ticket Management

Mon, 01 Jan 0001 00:00:00 +0000

Ticket Management#

While every incoming conversation in Novaza Desk is tracked automatically, the Ticket system adds a structured layer on top — with priorities, SLA policies, formal status workflows, and assignment rules — for teams that need more rigorous issue tracking.

Creating a Ticket#

Tickets can be created in three ways:

From a conversation — open any conversation and click Create Ticket in the right panel. The ticket is linked to the conversation and inherits the contact information.
Manually — go to Tickets → New Ticket to create a ticket without a prior conversation, useful for internally discovered issues.
Automatically — configure an automation rule to create a ticket when a conversation meets certain criteria (e.g., all conversations tagged critical become tickets automatically).

Ticket Fields#

Each ticket includes:

Agent Management

Mon, 01 Jan 0001 00:00:00 +0000

Agent Management#

Agents are the team members who respond to customer conversations in Novaza Desk. Each agent has an individual profile, availability status, and role that determines what they can see and do within Desk.

Adding Agents#

Agents must first have a workspace user account in Novaza SSO. Once the user account exists:

Go to Desk → Agents → Invite Agent.
Enter the user’s email address and select their Desk role (Agent or Administrator).
Click Send Invite. The user will receive an email with a link to accept and configure their Desk profile.

Alternatively, workspace administrators can bulk-add agents from the SSO user list by selecting users and clicking Add to Desk.

Knowledge Base

Mon, 01 Jan 0001 00:00:00 +0000

Knowledge Base#

The Novaza Desk Knowledge Base is a self-service help center where you can publish articles, guides, and FAQs that customers can browse without needing to contact an agent. A well-maintained knowledge base reduces inbound support volume and improves customer satisfaction by providing immediate answers.

Structure#

The Knowledge Base is organized into:

Portals — the top-level container. Each portal has its own public URL, logo, and color theme. Most teams have one portal, but you can create multiple portals for different products or languages.
Categories — sections within a portal (e.g., “Getting Started”, “Billing”, “Troubleshooting”). Categories can have subcategories up to two levels deep.
Articles — the individual help documents within a category. Each article has a title, body content, a short description (used in search results), and an optional cover image.

Creating Articles#

Go to Desk → Knowledge Base → New Article.
Enter the article title and select the category.
Write the article body using the rich text editor. The editor supports headings, bold, italic, bullet lists, numbered lists, inline code, code blocks, links, and images.
Optionally add tags to improve searchability and to surface related articles.
Set the article status to Draft (visible only to agents) or Published (visible to customers on the portal).

Search and Discovery#

The public portal includes a prominent search bar. The search engine indexes article titles, body text, and tags. Search results are ranked by relevance and recency.

Campaigns

Mon, 01 Jan 0001 00:00:00 +0000

Campaigns#

Campaigns let you proactively reach out to customers rather than only responding to inbound messages. Novaza Desk supports two campaign types — Ongoing and One-off — each designed for a different engagement pattern.

Ongoing Campaigns#

Ongoing campaigns trigger an automated chat message in the website live chat widget when a visitor matches a URL pattern or stays on a page longer than a threshold.

Typical use cases:

Show a welcome message on the pricing page after 30 seconds
Offer a demo booking prompt on high-intent product pages
Trigger a support suggestion on a documentation page

To create one, go to Desk → Campaigns → New Campaign → Ongoing. Configure:

Labels

Mon, 01 Jan 0001 00:00:00 +0000

Labels#

Labels are color-coded tags that classify conversations and contacts. They are the primary mechanism for categorizing support workload and slicing reports. Every workspace defines its own label taxonomy.

Creating Labels#

Go to Desk → Labels → New Label and configure:

Title — a short identifier (e.g., billing, bug, vip, refund-request)
Description — an internal note explaining when to apply the label
Color — one of nine preset colors for quick visual recognition
Show on sidebar — pin frequently used labels to the inbox sidebar for one-click filtering

Label titles must be unique and are normalized to lowercase with hyphens.

Custom Attributes

Mon, 01 Jan 0001 00:00:00 +0000

Custom Attributes#

Custom Attributes let you extend Desk’s data model with fields specific to your business — customer tier, account ID, subscription plan, device type, or any other structured metadata. Attributes can be attached to either contacts or conversations.

Attribute Types#

Type	Example
Text	Account code, external CRM ID
Number	MRR, contract value, seat count
Link	URL to internal dashboard
Date	Contract renewal date
List	Plan tier (Basic / Pro / Enterprise)
Checkbox	Paid customer (yes/no)

Creating an Attribute#

Go to Desk → Settings → Custom Attributes → Add Attribute. Configure:

Canned Responses

Mon, 01 Jan 0001 00:00:00 +0000

Canned Responses#

Canned Responses are reusable reply templates that agents can insert into the conversation reply box with a single keyboard shortcut. They cut response time for common questions and keep messaging consistent across the team.

Creating a Canned Response#

Go to Desk → Settings → Canned Responses → Add Canned Response and configure:

Short code — the shortcut used to insert the template (e.g., refund-policy, welcome, shipping-eta)
Content — the message body, with optional rich formatting and variable placeholders

Canned responses are workspace-scoped and visible to all agents.

Teams

Mon, 01 Jan 0001 00:00:00 +0000

Teams#

Teams are groups of agents organized around a shared responsibility — a channel, a product area, a language, or a shift. Teams provide a second axis of assignment (alongside individual agents) and power team-level reporting.

Creating a Team#

Go to Desk → Teams → New Team and configure:

Team name — displayed in the assignment dropdown and team inbox
Description — internal note describing the team’s remit
Members — agents that belong to the team
Allow auto-assignment — whether round-robin assignment can route to team members

A single agent can belong to multiple teams simultaneously.

Automation Rules

Mon, 01 Jan 0001 00:00:00 +0000

Automation Rules#

Automation Rules execute actions on conversations automatically when defined conditions are met. Rules reduce repetitive manual work — routing, tagging, escalation — and enforce consistent processes across the support team.

Rule Anatomy#

Every automation rule has three parts:

Event — when the rule is evaluated
Conditions — which conversations it applies to
Actions — what happens when conditions match

Supported Events#

Event	Fires when
Conversation Created	A new conversation arrives on any inbox
Conversation Updated	Status, assignee, or labels change
Message Created	A new message is added to a conversation

Conditions#

Conditions are logical filters combined with AND/OR. Supported fields include:

Reports

Mon, 01 Jan 0001 00:00:00 +0000

Reports#

The Reports section of Novaza Desk gives support managers the visibility they need to monitor workload, measure quality, and justify staffing decisions. All reports accept date range filters and can be exported as CSV.

Overview Dashboard#

Desk → Reports → Overview shows the live state of the support operation:

Conversations received, resolved, and currently open
First response time and resolution time (median and average)
CSAT score
Agent availability heatmap

Conversation Report#

Detailed conversation volume broken down by hour, day, or week. Useful for identifying peak periods and adjusting staffing schedules. Incoming and resolved counts are overlaid to reveal backlog growth.

Integrations & Webhooks

Mon, 01 Jan 0001 00:00:00 +0000

Integrations & Webhooks#

Novaza Desk exposes conversation and contact events to external systems via webhooks and a dedicated integration hub. This lets you synchronize Desk data with CRMs, analytics pipelines, notification tools, and custom backends without polling the API.

Webhooks#

Webhooks deliver JSON payloads to a URL you control whenever a subscribed event fires.

Configure at Desk → Settings → Integrations → Webhooks → Add Webhook:

Webhook URL — your HTTPS endpoint
Subscribed events — one or more of:
- conversation_created
- conversation_updated
- conversation_status_changed
- message_created
- message_updated
- contact_created
- contact_updated

Each delivery includes the full event payload and a signed header so your endpoint can verify authenticity. Failed deliveries are retried with exponential backoff.

Novaza Desk on Novaza Docs

Conversation Inbox

Conversation Inbox#

Inbox Layout#

Responding to a Conversation#

Channels

Channels#

Supported Channel Types#

Website Live Chat Widget#

Ticket Management

Ticket Management#

Creating a Ticket#

Ticket Fields#

Agent Management

Agent Management#

Adding Agents#

Knowledge Base

Knowledge Base#

Structure#

Creating Articles#

Search and Discovery#

Campaigns

Campaigns#

Ongoing Campaigns#

Labels

Labels#

Creating Labels#

Custom Attributes

Custom Attributes#

Attribute Types#

Creating an Attribute#

Canned Responses

Canned Responses#

Creating a Canned Response#

Teams

Teams#

Creating a Team#

Automation Rules

Automation Rules#

Rule Anatomy#

Supported Events#

Conditions#

Reports

Reports#

Overview Dashboard#

Conversation Report#

Integrations & Webhooks

Integrations & Webhooks#

Webhooks#