Overview

The HawkSoft integration connects Lightspeed Voice directly to your HawkSoft Client Management System. Once connected, incoming calls automatically open the matching client record, call activity is logged for you, and if NOVA AI is enabled, you'll get a sentiment rating and smart summary attached to every call.

Before You Begin

An authorized HawkSoft admin in your agency needs to enable Data Sharing for both "Lightspeed Voice" and "Lightspeed Voice (W)" in HawkSoft's Marketplace. This allows two-way API access between the two systems.

You'll also need the following from HawkSoft before starting setup:

• Your Agency ID
• Your User Initials
• Your HawkSoft Password

You can find these in your HawkSoft Client Management System — copy or write them down so they're ready during setup.

Step-by-Step Setup

Step 1: Install Orbit

If you haven't already, download the Orbit desktop app by clicking the gear icon in the Lightspeed Voice Dashboard and selecting Download Orbit. Install it and sign in using your Lightspeed Voice credentials.

Step 2: Create the Integration in the Dashboard

In the Lightspeed Voice Dashboard, go to Management → Lead Settings → Integrations. Click the + icon in the upper-right corner to start a new integration.

• Enter the integration name as HawkSoft
• Select HawkSoft as the vendor
• Click Save

Step 3: Assign Users

Under the Users section, toggle access on for each person who should use the integration, or click Select All and use the three-dot menu to assign everyone at once.

Step 4: Authenticate the Connection

Click Authenticate in the upper-right corner, then Set Executable Path so Orbit knows where your HawkSoft application lives on your computer.

• Click Automatic first — Orbit will try to locate the HawkSoft files on its own.
• If it can't find them, click Manual and use the file browser to navigate to your HawkSoft folder, typically located at C:\HAW. Look for CMSScreenPop.exe and select it.
• If that file isn't present, make sure the HawkSoft Uploader program is installed, then set the path to C:\HAW\HawkSoftUpload\Program\HawkSoft.Connect.exe instead.

Step 5: Enter Your Credentials

Enter the Username, Password, and Agency ID you gathered earlier.

Step 6: Test the Connection

Enter a phone number that exists in your HawkSoft system and click Test Integration. HawkSoft should automatically open to the matching client record. If it works, click It Worked!, then click Save Settings.

Step 7: Configure Call Pop Settings

Before call pop-ups will appear, set your Orbit Call Pop preference on the Integration page or in Orbit under Integrations. Choose from:

• None — no pop-ups
• Inbound — pop-ups on incoming calls (default)
• Outbound — pop-ups on outgoing calls
• All — pop-ups on both

Step 8: Enable Triggers

In the Triggers section, it's recommended to enable all available triggers so you get full use of the integration.

What Happens After Setup

Once connected, answering a call automatically opens the matching HawkSoft client record. After the call ends, you'll see a link to the call recording, plus any prior texts or emails with that contact — all in one place. If NOVA AI is active on your account, you'll also see an auto-generated sentiment rating and smart summary attached to the call.

Troubleshooting

Orbit can't find the HawkSoft executable: Confirm the HawkSoft Uploader is installed, then manually set the path to CMSScreenPop.exe or HawkSoft.Connect.exe as described above.

Test Integration doesn't open the client record: Double check the phone number format matches what's stored in HawkSoft, and confirm Data Sharing is enabled for both Lightspeed Voice entries in HawkSoft's Marketplace.

Call pop-ups aren't appearing: Check your Call Pop setting (it defaults to Inbound) and confirm Orbit is running and signed in.

Need More Help?

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