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
- Zoho CRM
Additional integrations may be available. Contact support if your CRM is not listed.
Before You Begin
Make sure you have the following:
- Admin access to your Lightspeed Voice dashboard
- Your CRM login credentials or API authorization access
- 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 Lightspeed Voice
Log in to your Lightspeed Voice 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.
Then:
- Enter a name for the integration
- Select your CRM from the vendor list
- Click Save
This creates the integration profile.
Step 4: Assign Users
Choose which users should have access to the integration.
You can:
- 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
Orbit controls how and when your CRM opens during calls.
In Orbit or in the Integration settings, choose your preferred Call Pop behavior:
- None – No CRM pop-ups
- Inbound – Opens CRM on incoming calls
- Outbound – Opens CRM on outgoing calls
- All – Opens CRM for both inbound and outbound calls
Inbound is the most commonly used setting.
Step 7: Enable Integration Triggers and Features
Ensure all relevant integration triggers and options are enabled. These may include:
- Call logging
- Contact matching
- Screen pop-ups
- NOVA AI summaries and transcripts
Enabling all triggers ensures full integration functionality.
Click Save when finished.
Testing Your Integration
To confirm everything is working correctly:
- 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
- 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
- Confirm the user is assigned to the integration in Quantum
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
- Confirm Orbit is running and signed in
Calls are not logging
- Ensure integration triggers are enabled
- Verify the phone number exists in your CRM
Need Help?
If you need assistance, our U.S.-based support team can help configure your integration and verify everything is working correctly.
Use the Submit Ticket option in Quantum or contact support for assistance.
