FAQ — Novera AI CSR for HVAC

FAQ

Questions, answered plainly.

What is Novera?

Novera is an AI CSR (customer service rep) built specifically for HVAC shops. It answers every call, triages the issue, quotes and books the job straight into your field service software, and follows up on anything that doesn't close.

How does pricing work?

Two options: pay per outcome (just 2% of the job value you would've otherwise missed, nothing booked, nothing owed) or a flat monthly rate for unlimited calls answered. You can switch between the two anytime.

How is Novera different from an answering service?

An answering service takes a message and hopes someone calls the customer back before they call the next shop on Google. No booking, no CRM sync, no real triage, just a human relaying "so-and-so called about their AC." By the time your team follows up, the emergency job already went to whoever picked up first. Novera skips that gap entirely, it books the job live on the call and writes it directly into ServiceTitan, Housecall Pro, or FieldEdge, no manual entry, no message to call back on, no lost job.

How is Novera different from Avoca or Broccoli?

Avoca and Broccoli are built for PE-backed roll-ups and franchise platforms, and they bundle in outbound campaigns, lead nurture sequences, and QA/coaching tools that drive up the price. Novera focuses on inbound, answering, booking, and follow-up, done well, without paying for platform bloat you don't need. with direct support and pay-per-outcome pricing, and a fraction of the cost.

What if Novera mishears something or gets a job wrong?

Novera is mapped directly to your triage and intake during onboarding, not a generic script, so it handles real HVAC, Plumbing and Electrical terminology and there edge cases correctly. If a caller hangs up it's flagged and handed to your team immediately by text and email, nothing falls through silently.

How does setup work?

You dont lift a finger, You're live in 12 days. Over 3 working sessions, we sit down with your CSRs or Service manager and map your triage, intake, service area, call routing, and escalation logic directly, no generic script, no training the AI yourself, no self-serve configuration.

What's included in the free trial?

Your free trial is a full month, starting once you're live. The 12 days it takes us to set everything up don't count against your trial time. If you dont see an ROI walk away at anytime.

What happens after I sign up?

We schedule your first onboarding session within days. From there, you're live in 12 days, after 3 working sessions mapping your triage, intake, and routing directly with your CSRs, then your free trial starts.

Is there a contract?

No long-term contract. No setup fees. If Novera isn't booking jobs for your shop, you can walk away anytime.

Do you offer support if I run into issues?

Yes, absolutely. Support is direct no wait que, included in every plan. No account manager layer, no upsells, you get a real response fast because our success is tied to yours. We treat are customers as partners not line items

Can Novera transfer a caller to a real person?

Yes. Updates are sent to your team by text and email on every call, for constant awareness, not just when Novera can't close it. During business hours, Novera can also transfer the call directly to your team in real time, useful for emergencies or anything that genuinely needs a human on the line immediately, not just a callback.

What happens if I need to make changes to how calls are handled?

You submit the change directly, no ticket queue. We review and confirm updates quickly so you're never stuck waiting.

Will this replace my call receptionist?

That's entirely up to you. Novera ensures every call gets answered, whether it's after-hours or during busy periods. Many shops use it to support their team and reduce missed opportunities, while others rely on it more fully, it's designed to fit your operation, not force a change.

Can I keep my existing business phone number?

Yes. You keep your same phone number and simply redirect your unanswered calls to Novera, so you don't lose any continuity with customers.

Which systems does Novera integrate with?

Novera maps directly to your FSM (field service management) software, however you already have it set up, with integrations ServiceTitan, Housecall Pro, and FieldEdge + 500 more

What if my calendar or FSM/CRM software isn't listed?

That's fine. As long as your platform supports an API, we can connect it and make sure everything works for your shop.

What happens if multiple calls come in at the same time?

Unlike a human receptionist, Novera can handle multiple calls simultaneously, no busy signals, no missed opportunities.

Will I be charged for spam calls?

No. Novera's automatic spam detector hangs up on robocalls and spam so they never count toward your usage or minutes.

Do you support multiple languages?

Yes, Novera supports dozens of languages with live detection on the call, included out of the box.

Who owns my call and customer data?

You do. Call data and customer records live in your ServiceTitan, Housecall Pro, or FieldEdge account, not locked in a third-party platform. All the technology we use can be found in our privacy policy and terms of service.

How secure is Novera?

All data is encrypted end-to-end, and we follow strict compliance standards. Your customer information and call data are fully protected.

Still have questions?

Talk it through with us directly.