CRM Integration Setup Guide

Overview

Lightspeed Voice integrates directly with your CRM or agency management system to automatically log calls, display caller information, and sync NOVA AI summaries and transcripts. This allows your team to work entirely within your CRM while Lightspeed Voice handles call activity and data synchronization in the background.

This guide walks you through the general process of setting up a CRM integration.

Supported CRM Systems

Lightspeed Voice integrates with many popular CRM and agency management platforms, including HawkSoft, AMS360, AgencyZoom, Applied Epic, QQCatalyst, EZLynx, Salesforce, and Zoho CRM. Additional integrations may be available. Contact support if your CRM is not listed.

Before You Begin

Make sure you have admin access to your Lightspeed Voice dashboard, your CRM login credentials or API authorization access, and the Orbit desktop application installed on each user's computer. Orbit can be downloaded from the Lightspeed Voice dashboard by clicking the gear icon and selecting Download Orbit.

Step-by-Step Setup

Step 1: Install and Sign In to Orbit

Download and install the Orbit desktop app from Lightspeed Voice. Once installed, sign in using your Lightspeed Voice credentials. Orbit enables call pop-ups, contact matching, and real-time integration features for each user.

Step 2: Open the Integrations Page in the Lightspeed Voice Dashboard

Log in to your Lightspeed Voice Dashboard. Navigate to Management → Lead Settings → Integrations. This is where all CRM integrations are configured and managed.

Step 3: Create a New Integration

Click the plus (+) icon in the upper-right corner. Enter a name for the integration, select your CRM from the vendor list, and click Save. This creates the integration profile.

Step 4: Assign Users

Choose which users should have access to the integration. Toggle individual users on, or use Select All to assign access to everyone. Only assigned users will receive CRM pop-ups and call syncing. Click Save after assigning users.

Step 5: Authorize the Connection

Click the Authenticate or Authorize option in the integration settings. Enter your CRM login credentials or follow the authorization prompts. Once complete, Lightspeed Voice will establish a secure connection to your CRM.

Step 6: Configure Orbit Call Pop Settings

Choose your preferred Call Pop behavior: None, Inbound, Outbound, or All. Inbound is the most commonly used setting.

Step 7: Enable Integration Triggers and Features

Ensure all relevant integration triggers and options are enabled, including call logging, contact matching, screen pop-ups, and NOVA AI summaries and transcripts. Click Save when finished.

Testing Your Integration

Make a test call to or from a contact in your CRM, verify the CRM record opens automatically if Call Pop is enabled, confirm the call activity appears in the CRM record, and if NOVA is enabled, verify the AI summary appears after the call completes.

Troubleshooting

Integration does not appear in Orbit: Make sure Orbit is installed and running, and confirm the user is assigned to the integration in the Lightspeed Voice Dashboard.

Authorization failed: Verify your CRM credentials; some CRMs require API authorization instead of username and password.

Call pop-ups are not appearing: Check Orbit Call Pop settings and confirm Orbit is running and signed in.

Calls are not logging: Ensure integration triggers are enabled and verify the phone number exists in your CRM.

Need Help?

Email help@lightspeedvoice.com or call 941-564-3010 for assistance.