🚀 Getting Started
What is Nova Chat?
Nova Chat is an AI-powered customer engagement platform. In three steps — create an account, upload your knowledge base, and add one line of code to your site — your AI agent is live and answering customer questions 24/7.
How fast can I get started?
As little as 5 minutes. Sign up, paste your support docs into the knowledge base, embed the widget snippet on your site, and Nova Chat begins answering automatically.
Do I need coding skills?
No. All configuration — knowledge base, routing rules, human handoff settings — is done through a visual dashboard. If you can use a spreadsheet, you can run Nova Chat.
What languages does Nova Chat support?
Nova Chat supports all major languages including English, Chinese, Japanese, Korean, French, German, Spanish, and more. You can configure language-specific knowledge bases per channel.
💬 Widget & Integration
How do I add the chat widget to my website?
Go to Websites → select your site → copy the embed code (looks like <script>window.novaChatSettings=...</script><script src=".../widget.js"></script>). Paste it before the closing </body> tag on your site.
Can I customize the widget appearance?
Yes. In Websites → Widget Settings you can customize colors, button labels, position (bottom-left or bottom-right), and business hours.
Is the widget mobile-friendly?
Yes, the Nova Chat widget is fully responsive and works on mobile phones, tablets, and desktops.
Which channels are supported?
Currently: Website chat, WhatsApp, Line, Facebook Messenger, and Feishu. More channels coming soon.
🧠 Knowledge Base & AI Responses
How do I train Nova Chat to answer product questions?
In the Knowledge Base section, upload documents (PDF, Word, TXT) or manually add FAQs. Nova Chat reads and indexes your content automatically, retrieving relevant answers when customers ask.
What if the AI gives wrong answers?
Use AI Lab to configure intent rules. When a customer query matches a specific intent, Nova Chat follows your predefined response. You can also edit knowledge base content at any time to refine answers.
When does Nova Chat hand off to a human agent?
When AI confidence falls below your set threshold, or when the customer types keywords like "human", "agent", or "real person" — Nova Chat transfers the conversation with full context, including chat history and detected intent.
Can I configure different AI settings per website?
Yes. Each website can have its own AI configuration — separate knowledge base, intent rules, and response style. This enables multi-brand or multi-product management from one account.
👥 Team & Support Management
How do I invite team members?
Go to Team → Invite Agent, enter their email, and click Send. They'll receive an invitation link to register and start taking conversations.
How do I monitor agent performance?
The Dashboard gives you real-time visibility into AI deflection rate, human agent volume, average response time, SLA compliance, and CSAT scores.
Can agents go online/offline?
Yes. Agents can toggle their status in the dashboard. When offline, new conversations are handled by AI — no customer is ever left waiting.
💳 Plans & Billing
Is there a free trial?
All paid plans include a 14-day free trial. At the end of the trial, you'll automatically move to the Free plan — no charge, no commitment.
How do I upgrade or downgrade my plan?
Go to Account Settings → Billing. Upgrades take effect immediately. Downgrades take effect at the end of your current billing cycle.
What payment methods are accepted?
We accept all major credit cards via Stripe. Additional payment methods coming soon.