Does the AI receptionist handle tier-one tickets?

Yes for common questions. It escalates to a human with full context the moment something complex shows up.

Does Zendesk sync work both ways?

Yes. Tickets, contacts and call notes flow in both directions natively.

How does sentiment-aware routing decide what's hot?

A live model watches tone, pace and keywords. Calls that turn sour are escalated to a senior agent automatically.

Can supervisors barge a call without interrupting the customer?

Yes. Supervisors can listen silently, whisper to the agent or barge in fully — every action is audit-logged.

Solutions · Support Teams

Support where your customers already are.

Q: Do agents see the full history across channels?

Yes. Shared memory ties every past interaction to the contact record, no matter which channel it came through.

Six-plus channels in one queue. Shared memory, AI assist and a receptionist that handles tier-one around the clock.

Get A Free Trial See Pricing

6+ ChannelsShared Memory24/7 AIManned NOC

Instagram

Voice

SMS

Shared Queue

One thread per customer

Live

Aisha N.

now

Order #4821 — refund timeline?

Marcus R.

Reschedule callback to 3pm

Priya S.

Booked appointment confirmed

Diego L.

Sent shipping address via DM

Shared memory across 6+ channels12 in queue

Unified Queue

One queue. Every channel.

Voice, SMS, web chat, WhatsApp, Instagram, Facebook, Telegram and Twitter/X — all on one seat with shared customer memory and native Zendesk, Freshdesk and HubSpot Service Hub sync, with built-in sentiment analysis on every thread.

Voice

Routed

+1 (415) 555-0142

nowshared queue

Routed

Order #4821 — refund?

1m agoshared queue

Instagram

Routed

DM via @nova.support

8m agoshared queue

Web Chat

Routed

Live · /pricing

12m agoshared queue

Routed

support@nova.io

1h agoshared queue

Shared Memory

One thread per customer

Every interaction across voice, chat and social ties to the same contact record. Agents pick up where the customer left off — even on a different channel.

Cross-channel timeline
Native Zendesk & Freshdesk sync
AI summary on every handoff

Agent Assist

Agent assist that helps a new rep sound senior.

Live knowledge search and suggested responses in real time — new starters answer complex questions on day one, with interaction analytics watching every thread.

Live KB search
Sub-second retrieval, ranked by intent.
Suggested responses
Drafted as the agent types, in their tone.
Tone & sentiment cues
A nudge when the customer's mood shifts.

Kim Park

Web chat · Account: Pro

Sentiment · OK

I was charged twice for last month — what happened?

Looking into that now — pulling up your account…

And the second one — was that a duplicate?

AI suggestion · use Tab to accept

It looks like a proration on your plan upgrade — I'll send the breakdown and credit the difference now.

KB · 0.6s

Article: Plan upgrades & proration

Mid-cycle plan changes prorate the next charge by the day count.

Macro · Refund credit

Apply a $-12.40 credit

Posts to next invoice · audit-logged.

Supervisor Ops

Supervisors on the floor, not in spreadsheets.

AI conversation intelligence surfaces the calls that need attention right now. Supervisors barge, whisper or silently listen — every action audit-logged via our secure call recording feature, mapped to the Gartner CCaaS model. Our 24/7/365 manned NOC keeps the platform running while your team sleeps.

3 New

Attention queue

Sentiment crash · #2841now
Repeated question · #28391m
Missed disclosure · #28324m

Live · #2841

Listen · whisper · barge

Drop in silently, coach the agent only, or take over the call — with one click and a full audit trail.

24/7/365

Manned NOC

A real engineer on duty — not just a runbook. The platform stays awake while your team sleeps, with proactive alerts on every operator we ride.

MTTR

< 8m

Uptime

99.9%

Region

Global

Contact Center Bulk SMS Virtual Number All Products Pricing

Customer Stories

Support orgs that stopped making customers repeat themselves.

CX leaders on what shifted when every channel landed in one queue with shared context.

Tomás Albuquerque

Contact Center Manager

Aethon Industries

5.0

“AI sentiment catches upset callers before they escalate. Senior agents pick those up automatically.”

Sentiment Routing

Hina Patel

Director of CX

Northbloom Health

5.0

“Shared memory means a customer who DM'd us on Friday and called on Monday gets the right answer in twenty seconds.”

Omnichannel Inbox

Marcus Lee

Support Operations Lead

Ferro Logistics

5.0

“AI agent assist made our new hires sound senior on day three. We retired a knowledge-base nobody opened.”

Agent Assist

Naledi Sithole

Head of Customer Care

Quartzlite Retail

4.5

“The AI receptionist handles tier-one around the clock. Our humans handle the conversations that actually need humans.”

AI Receptionist

FAQ

What support leaders ask before swapping platforms.

The questions that come up on the first call. Anything we missed — your account manager will walk you through it.

Yes. Shared memory ties every past interaction to the contact record, no matter which channel it came through.

Get A Free Trial

One queue. Every channel a customer might use.

Voice, chat, WhatsApp, Instagram and email in one shared inbox — with AI assist on every seat from day one.

Get A Free Trial See Pricing

14-day trialNo credit card requiredNative Zendesk sync24/7 manned NOC

Solutions · Support Teams

Support where your customers already are.

Six-plus channels in one queue. Shared memory, AI assist and a receptionist that handles tier-one around the clock.

Get A Free Trial See Pricing

6+ ChannelsShared Memory24/7 AIManned NOC

Instagram

Voice

SMS

Shared Queue

One thread per customer

Live

Aisha N.

now

Order #4821 — refund timeline?

Marcus R.

Reschedule callback to 3pm

Priya S.

Booked appointment confirmed

Diego L.

Sent shipping address via DM

Shared memory across 6+ channels12 in queue

Unified Queue

One queue. Every channel.

Voice

Routed

+1 (415) 555-0142

nowshared queue

Routed

Order #4821 — refund?

1m agoshared queue

Instagram

Routed

DM via @nova.support

8m agoshared queue

Web Chat

Routed

Live · /pricing

12m agoshared queue

Routed

support@nova.io

1h agoshared queue

Shared Memory

One thread per customer

Every interaction across voice, chat and social ties to the same contact record. Agents pick up where the customer left off — even on a different channel.

Cross-channel timeline
Native Zendesk & Freshdesk sync
AI summary on every handoff

Agent Assist

Agent assist that helps a new rep sound senior.

Live knowledge search and suggested responses in real time — new starters answer complex questions on day one, with interaction analytics watching every thread.

Live KB search
Sub-second retrieval, ranked by intent.
Suggested responses
Drafted as the agent types, in their tone.
Tone & sentiment cues
A nudge when the customer's mood shifts.

Kim Park

Web chat · Account: Pro

Sentiment · OK

I was charged twice for last month — what happened?

Looking into that now — pulling up your account…

And the second one — was that a duplicate?

AI suggestion · use Tab to accept

It looks like a proration on your plan upgrade — I'll send the breakdown and credit the difference now.

KB · 0.6s

Article: Plan upgrades & proration

Mid-cycle plan changes prorate the next charge by the day count.

Macro · Refund credit

Apply a $-12.40 credit

Posts to next invoice · audit-logged.

Supervisor Ops

Supervisors on the floor, not in spreadsheets.

3 New

Attention queue

Sentiment crash · #2841now
Repeated question · #28391m
Missed disclosure · #28324m

Live · #2841

Listen · whisper · barge

Drop in silently, coach the agent only, or take over the call — with one click and a full audit trail.

24/7/365

Manned NOC

A real engineer on duty — not just a runbook. The platform stays awake while your team sleeps, with proactive alerts on every operator we ride.

MTTR

< 8m

Uptime

99.9%

Region

Global

Contact Center Bulk SMS Virtual Number All Products Pricing

Customer Stories

Support orgs that stopped making customers repeat themselves.

CX leaders on what shifted when every channel landed in one queue with shared context.

Tomás Albuquerque

Contact Center Manager

Aethon Industries

5.0

“AI sentiment catches upset callers before they escalate. Senior agents pick those up automatically.”

Sentiment Routing

Hina Patel

Director of CX

Northbloom Health

5.0

“Shared memory means a customer who DM'd us on Friday and called on Monday gets the right answer in twenty seconds.”

Omnichannel Inbox

Marcus Lee

Support Operations Lead

Ferro Logistics

5.0

“AI agent assist made our new hires sound senior on day three. We retired a knowledge-base nobody opened.”

Agent Assist

Naledi Sithole

Head of Customer Care

Quartzlite Retail

4.5

“The AI receptionist handles tier-one around the clock. Our humans handle the conversations that actually need humans.”

AI Receptionist

FAQ

What support leaders ask before swapping platforms.

The questions that come up on the first call. Anything we missed — your account manager will walk you through it.

Yes. Shared memory ties every past interaction to the contact record, no matter which channel it came through.

Get A Free Trial

One queue. Every channel a customer might use.

Voice, chat, WhatsApp, Instagram and email in one shared inbox — with AI assist on every seat from day one.

Get A Free Trial See Pricing

14-day trialNo credit card requiredNative Zendesk sync24/7 manned NOC

Support where your customers already are.

One queue. Every channel.

One thread per customer

Agent assist that helps a new rep sound senior.

Supervisors on the floor, not in spreadsheets.

Attention queue

Listen · whisper · barge

Manned NOC

Support orgs that stopped making customers repeat themselves.

What support leaders ask before swapping platforms.

Q1.Do agents see the full history across channels?

Q2.Does the AI receptionist handle tier-one tickets?

Q3.Does Zendesk sync work both ways?

Q4.How does sentiment-aware routing decide what's hot?

Q5.Can supervisors barge a call without interrupting the customer?

One queue. Every channel a customer might use.

Support where your customers already are.

One queue. Every channel.

One thread per customer

Agent assist that helps a new rep sound senior.

Supervisors on the floor, not in spreadsheets.

Attention queue

Listen · whisper · barge

Manned NOC

Support orgs that stopped making customers repeat themselves.

What support leaders ask before swapping platforms.

Q1.Do agents see the full history across channels?

Q2.Does the AI receptionist handle tier-one tickets?

Q3.Does Zendesk sync work both ways?

Q4.How does sentiment-aware routing decide what's hot?

Q5.Can supervisors barge a call without interrupting the customer?

One queue. Every channel a customer might use.