Overview

NOVA Pro Workflows let you control exactly what gets tracked, summarized, and scored across your calls. Instead of using one generic summary format for every call, you can build workflows tailored to how your team actually operates — whether that's sales, support, or another use case.

Creating a Workflow

Step 1: Add a Workflow

Click Add Workflow and give it a clear name and description that reflects how your team works. For example, a "Sales" workflow might be described as: tracking summaries, scoring performance, and capturing key call data.

Step 2: Choose Your Modules

Each workflow can include one or more of the following modules:

• Custom Summary — define how call summaries are structured so every call highlights the same key information, such as action items, pain points, or provider details.
• Success Score — build your own scoring system by defining the criteria that matter to your business and assigning a weight to each one, so every call is evaluated consistently.
• Call Queries — pull specific details directly from conversations using custom prompts, automatically capturing things like names, numbers, or follow-ups without digging through transcripts.

Step 3: Save and Assign

Once your workflow is configured, save it and assign it to the appropriate users in Settings, so each team is using the workflow structure that fits how they work.

Using Workflows on Calls

After a workflow is assigned, it becomes part of the call experience automatically. You'll see the assigned workflow displayed within Call Overview, with the option to view it or switch to a different workflow as needed. This keeps every conversation organized, measurable, and aligned with your team's process — without adding extra manual steps.

Need More Help?

Email help@lightspeedvoice.com or call 941-564-3010 for assistance.