Using the NoVa Chatbot in Cloudpermit

Cloudpermit’s AI assistant, the NoVa chatbot, helps applicants, contractors, and staff navigate Cloudpermits application processes. The NoVa chatbot is an embedded support tool within Cloudpermit that enables Cloudpermit users (applicants, municipal staff and others) to access relevant help content without leaving your current Cloudpermit session. NoVa uses natural language processing (NLP) to retrieve answers from the Cloudpermit knowledge base, allowing for efficient, context-aware assistance.

NoVa is also multilingual. When asked a question in another language (e.g. French, Finnish, Mandarin), it can respond correctly in that language.

Accessing the Chatbot

• To open the chatbot, click the NoVa button on the right edge of the screen.

Chat Interface Behavior

• The chatbot opens as a right-side panel (drawer).
• The panel is designed to:
  • Remain visible while interacting with the main application
  • Support parallel workflows (so you can continue working while chatting)

Panel Structure

The chat panel consists of three persistent sections:

1. Header (Top)

   • Displays chatbot controls (HIDE CHAT)

2. Message Area (Center)

   • Displays the conversation thread
   • Becomes scrollable as messages accumulate

3. Input Field (Bottom)

   • Always visible
   • Used to submit queries (SEND)

Interacting with the Chatbot

Submitting Queries

• Enter your question in the input field at the bottom of the panel.
• Press Enter or use the SEND action to submit your inquiry.
• The chatbot processes your query and returns a response based on available knowledge base content.

Example Queries

• “How do I submit a permit application?”
• “What does this application status mean?”
• “How do I assign a reviewer?”

Response Behavior

• Responses are generated using content from the Cloudpermit Support Knowledge Base.
• The chatbot leverages NLP to interpret user intent and retrieve relevant articles.
• Answers are optimized for concise, direct responses.

Conversation Management

• The message area supports vertical scrolling for longer conversations.
• You can review previous messages without interrupting the session.
• The chatbot session remains active while the panel is open.

When No Answer Is Found

• If the chatbot is unable to find relevant information for your query, or the response is unsuccessful after multiple attempts, you will be prompted to submit a support ticket.

Closing the Chatbot

• The panel can be dismissed by:
  • Clicking the CTA again, or
  • Using the close control within the panel
• You can reopen the chatbot at any time during their session.

Best Practices

• Use clear, specific language when submitting queries.
• Reference specific actions, statuses, or features when possible.
• If results are not relevant, refine or rephrase the query.