← Back to Nova Chat
Tutorials
From zero to AI-powered support in 3 steps
Step 1
Sign Up & Add Your Website
After logging into Nova Chat, add the website you want to connect in the Websites section.
- Go to Websites → click Add Website
- Enter your site name and domain (e.g.
mywebsite.com)
- Select your plan (Free / Starter / Professional / Enterprise)
- Click Create — Nova Chat will generate your unique widget embed code
One account supports multiple websites. Each website can have its own AI configuration and knowledge base.
Step 2
Set Up Your Knowledge Base
The knowledge base is the brain behind AI responses. Upload documents or add Q&A pairs manually.
- Go to the Knowledge Base page
- Click Import Docs to upload PDF, Word, or TXT files — Nova Chat automatically parses and indexes the content
- Or click Add Q&A to manually enter question-answer pairs
- Organize entries into categories for easier management at scale
Supported formats:
· PDF (text extraction)
· Word (.docx)
· TXT / CSV
· Plain text (manual entry)
More and higher-quality knowledge base content = more accurate AI responses. We recommend starting with at least 20-50 common Q&As.
Step 3
Embed the Chat Widget
Copy your widget embed code and paste it into your website's HTML.
- In Websites, find your website and click Get Embed Code
- Copy the full code snippet
- Paste it before the closing
</body> tag on every page of your site
<script>
window.novaChatSettings = {
"websiteToken": "wk_live_xxxxx",
"position": "bottom_left"
};
</script>
<script src="https://livesupport.getocall.com/widget.js"></script>
Once embedded, refresh your site and the chat widget appears. AI starts handling conversations automatically.
Advanced
Configure Intent Rules (AI Lab)
For fine-grained control, use AI Lab to define custom intent rules beyond general knowledge retrieval.
- Go to AI Lab
- Click Add Intent, set an intent name and trigger keywords
- Configure conditions: when a user message matches the keywords/phrases, this intent fires
- Set the response: a fixed reply, or retrieval from a specific knowledge base category
- Set human handoff: auto-transfer to agents when confidence drops below a threshold
Intent rules take priority over global knowledge base retrieval. Start with your highest-frequency scenarios (e.g. "pricing", "refund request") and expand over time.
Advanced
Invite Your Team
Add your support agents so they can collaborate and handle escalated conversations.
- Go to Team → Invite Agent
- Enter the agent's email and click Send Invitation
- They'll receive an email with a registration link — after signing up, they're automatically added to your team
- Agents see pending conversations in the Conversations list and can click to join at any time
Remind agents to set their online/offline status in Settings. When offline, all new conversations are handled by AI — no customer is ever missed.
Advanced
Monitor Performance with Analytics
The Analytics dashboard gives you real-time visibility into your support operation.
- AI Deflection Rate: % of conversations resolved by AI without human involvement
- Human Agent Volume: number of conversations handled per agent
- Avg Response Time: how fast human agents reply on average
- SLA Compliance: % of P1/P2 urgent conversations responded to within SLA thresholds
- CSAT Score: customer satisfaction rating per conversation (1-5 stars)
Review your analytics weekly. Watch AI deflection trends and agent workload — use insights to refine your knowledge base and intent rules.
Advanced
Agentic RAG - Self-Learning AI
Let your AI learn from every human conversation. No manual KB entry required.
- Go to Settings - enable AI Self-Learning (Agentic RAG)
- When a human agent resolves a conversation, click the Extract button in the conversation detail panel
- Nova Chat analyzes the full conversation and extracts Q&A pairs as drafts
- Go to Knowledge Base - Pending Drafts to review, approve, or reject each extracted pair
- Approved pairs are automatically added to your knowledge base - your AI gets smarter after every conversation
Agentic RAG is available on Starter plan and above. Once enabled, it works continuously - the more your team uses Nova Chat, the more accurate your AI becomes.
Advanced
Real-Time Translation
Break language barriers between your team and global customers.
- Go to Settings - find the Translation toggle
- Turn it ON - the chat widget automatically translates messages between customers and agents in real time
- Supported languages: English, Chinese, French, Japanese, Spanish, Korean, German, Portuguese
- Both outgoing and incoming messages are translated
- Agents can still see the original message by hovering over translated text
Translation works automatically - no extra setup needed. Your agents can communicate with customers worldwide without speaking their language.
Advanced
Customize Widget Style
Make the chat widget match your brand - no coding required.
- Go to Websites - find your website - click the Style button
- Button Text: customize the chat bubble label (e.g. Chat Now, Help, Contact Us)
- Button Color: pick any color to match your brand palette
- Position: choose bottom-left or bottom-right placement
- Changes apply instantly - refresh your site to see the updated widget
Style settings are per-website. If you manage multiple websites, you can give each one a different look.
Advanced
Notification Settings
Control how you are alerted when customers need help.
- Go to Settings - find the Notifications section
- Sound: play an audible alert when a new conversation arrives. Adjust volume to your preference
- Popup: show a desktop notification popup in the corner of your screen
- Browser: enable browser push notifications (requires browser permission)
- Mix and match - turn on sound only during work hours, popup for urgent conversations, etc.
- All settings are saved per-browser and persist across sessions
Recommendation: enable Sound and Popup during active support hours, and keep Browser notifications OFF to avoid distractions outside work.
Advanced
SLA Dashboard
Track response time commitments and catch violations before customers complain.
- Go to SLA in the sidebar to open the SLA compliance dashboard
- Priority Tiers: P1 (urgent, under 5 min), P2 (high, under 15 min), P3 (normal, under 1 hr), P4 (low, under 4 hr)
- Live Overview: see all open conversations with their SLA deadlines and current status
- Breaches and Warnings: flagged conversations that are approaching or have exceeded their SLA limit
- Auto-Escalation: when a conversation is about to breach, it is automatically highlighted for your team
SLA compliance data is also available in the Analytics dashboard. Use it to track team performance over time and identify bottlenecks.