NOVA AI Setup
NOVA currently includes features such as Call Transcription, Summary, Sentiment Analysis, and Sentiment Alerts, with more AI-driven tools coming soon.
You can access NOVA’s tools across multiple platforms — whether you’re using Quantum in your browser, Orbit on desktop, or LS Orbit on mobile. If you've just finished a call and want to check the transcription right away, the quickest option is to go to your Call History and click Play Recording - Transcription Complete. You’ll see a “T” for transcription on this button. It appears orange while processing and turns blue once complete.
You can also find transcription access on your Prospects page under Activity Timeline, where you’ll see additional details such as Call Sentiment and Summary. For now, let’s click the button to view the complete layout.
A new box will open called Call Transcription & Recording. In this box, you can access all your regular call details, such as the date, time, and duration.
Below, you’ll find a sentiment that evaluates the overall tone of the call — grading it as Positive, Neutral, or Negative. Following that, you’ll see a Call Summary, which provides a short recap of the conversation. Further down, you can explore details tied to the call sentiment, including the ability to play the recording and view which parts of the call were rated as Positive, Neutral, Negative, or Mixed. On the right, you’ll have options to download the recording or adjust playback volume.
When reviewing the transcription, you can scroll through the conversation and notice that private information is automatically redacted. At the top, you can search for specific words or download the transcription as a PDF.
If you opened this window and were met with a different screen instructing you to Go to Settings, it means this user doesn’t have Call Transcription features enabled. You can click Go To Settings, or get there manually by navigating to NOVA > Transcription Settings.
On this screen, you'll see a list of all the users in your office and whether Call Transcription is active on their account. To activate this for a user, click the toggle and a box with pricing information will appear. If you agree to the terms, click Yes, Enable to proceed. If you want to enable Call Transcription for all users at once, click the box in the upper left to Select All, then open the menu in the top-right corner and choose Enable Transcription.
The next toggle is Transcribe by Default. This means that all calls for that user will start with transcription automatically. During an active call, you’ll see a highlighted “T” for transcription — when it’s highlighted, the call will be transcribed at hangup. You can turn this on or off at any time during the call, but whatever state it’s in when the call ends determines the result.
If you want to control whether a user can turn call transcription on and off, you can change permissions for that user's role under Management > Account Settings > Roles & Permissions. Choose a role, click Edit, and scroll down to Phones > Call Transcriptions to manage these permissions. Don’t forget to click Save when finished.
Users with Can Change Own Settings enabled can toggle transcription on and off during their calls.
You can sort the user list by using the search in the upper left or filter by All, Enabled, or Disabled in the upper right.
If you want to turn off Call Transcription entirely, use the toggle in the top right corner.
Below the Call Transcription section, you'll find settings for managing PII Redactions — this refers to information automatically withheld from transcriptions. By default, bank account numbers, routing numbers, credit or debit card numbers, and Social Security numbers are redacted. You can also choose whether to redact physical addresses, card CVV codes, expiration dates, or PINs.
