The integration of NovaTalks with the Uspacy CRM system provides a complete unification of all customer communication channels (calls, messengers, chats) within a single workspace. Agents no longer need to switch between tabs or applications — everything they need is available in one unified Uspacy interface.

What does the NovaTalks and Uspacy integration offer?

• All calls, messengers, and chats in one CRM window — without additional apps or plugins
• Automatic authorization, call logging, and chat synchronization — no manual work required
• Initiate a call or chat directly from the customer card in just one click
• A unified queue, analytics, and quality control tools for the entire team

What you get after enabling the integration:

• A single workspace for all communication channels: calls, messengers, and chats without switching between applications
• Automatic authorization in NovaTalks upon login to Uspacy — no additional credentials required
• Built-in WebRTC phone — no plugins or third-party applications needed
• Automatic logging of calls, call recordings, and chats in CRM customer records
• One-click call or chat initiation directly from any entity card
• Automatic creation of leads, contacts, deals, or tasks for missed or unknown calls
• Real-time notifications about new messages and assigned conversations directly in the CRM interface
• Full synchronization of NovaTalks chats with native Uspacy chats in real time

App Interface and Placement

The NovaTalks app is seamlessly integrated directly into the Uspacy interface. It appears automatically after the integration is set up, with no need to install any plugins or third-party applications.

• The launch button is located in the bottom-right corner of the screen and remains visible above all windows, ensuring quick access from any CRM section
• The app expands along the right side of the screen without overlapping the main workspace
• Pinned mode: the app window stays visible while working in the CRM, allowing agents to view both the customer card and the conversation simultaneously
• Responsive interface: automatically adapts to screen width, system fonts, and display size

This approach solves one of the key challenges for agents: fewer window switches lead to less context loss — and faster, more accurate responses to customers.

Feature	Benefit	For Whom
Launch button above all windows	Instant access to the app from any CRM section	Agent
Expansion along the right side of the screen	Work in parallel with CRM without blocking the workspace	Agent
Pinned mode	Customer card and conversation visible at the same time — no loss of context	Agent
Responsive interface	Correct display on any device and screen size	Agent, IT Administrator
Automatic appearance after setup	No manual installation required — saves onboarding time	IT Administrator, Manager
No third-party plugins	Fewer points of failure, easier maintenance and better security	IT Administrator
Notifications inside the CRM window	No customer request goes unnoticed	Agent, Supervisor

Notifications and Auto-Launch

The system responds to events in real time and instantly notifies the agent:

• Automatic app launch when a new message arrives or a conversation is assigned to the agent
• Visual notification — a badge counter next to the app icon that grabs attention even when the window is minimized

Automatic Login and Seamless Authorization

One of the key advantages of the integration is fully automatic authorization. When logging into Uspacy, the user is instantly logged into NovaTalks and the built-in WebRTC phone.

There is no need to enter additional passwords, open separate applications, or log in multiple times — the system handles everything automatically.

Automatic Creation of CRM Entities

The integration allows flexible configuration of which CRM entity (lead, contact, deal, or task) should be created automatically in the following cases:

• Interaction with an unknown number during a call: if no contact is found, the system automatically suggests or creates a new entity
• Missed call from a known number: even if the agent does not answer, the interaction is recorded and linked to the relevant customer

This eliminates manual work and ensures that no customer request goes unnoticed.

How It Works for a Manager

• The manager logs into Uspacy — the NovaTalks app is already authorized and ready to use, with no additional steps required
• A call or message comes in — the button in the bottom-right corner starts blinking, and the app expands along the screen without covering the customer card
• The manager responds and instantly sees all relevant information — interaction history, customer data, and the conversation in one window, without switching between applications

Calls: Full Tracking and One-Click Dialing from CRM

All call activity is automatically captured in your CRM:

• Calls and recordings are logged directly in the CRM record (customer, deal, etc.) — no manual input required
• Recordings are also stored in the Call Log for easy access and playback
• One-click calling: start a call directly from any CRM record by clicking the phone icon — the built-in WebRTC phone handles the rest

The WebRTC phone supports two transfer options:

• Blind transfer: instantly pass the call to another agent or team without предварительного общения
• Consultative transfer: speak with a colleague or supervisor first, then transfer the call

Chats: Fully Synced with Uspacy

NovaTalks keeps all conversations in sync with Uspacy’s native chats:

• Messages sync in real time
• Chats are automatically assigned to the right agent
• Status updates (open, resolved, etc.) are reflected instantly

Just like calls, chats can be started прямо from any CRM record in channels like Viber, Telegram, or WhatsApp.

Smart Queue and Workload Distribution (ACD)

NovaTalks brings all channels — calls, messengers, and web chat — into one intelligent queue.

Requests are distributed automatically based on your chosen logic:

• Least busy agent
• Current workload (utilization)
• Skill-based routing (most qualified agent)

You can also limit how many conversations an agent can handle at the same time.

How to choose the right setup:

• Least busy agent: best for teams with similar skills and even workload
• Utilization-based: great for mixed teams handling multiple conversations
• Skill-based routing: ideal for complex or VIP requests
• Conversation limits: useful during onboarding or peak periods to maintain quality

Automation: Chatbots, IVR, and Workflow Tools

Automate customer interactions with:

• Chatbots: from simple scripts to advanced AI-driven flows
• IVR: customizable call routing scenarios
• Snooze conversation: pause a chat until a reply or a specific time
• Wrap-up codes: log outcomes and topics after each interaction

Mass Messaging

Run outbound campaigns directly from NovaTalks:

• Send messages via Viber Bot and Telegram Bot
• Notify customers about promotions, events, reminders, or personalized offers
• Support for dynamic, personalized messages
• Replies automatically turn into active chats handled inside the CRM

Analytics, Reporting, and Quality Control

NovaTalks provides full visibility across your team and channels:

• Detailed reports by channel, team, and agent
• AI-powered quality analysis of all text conversations
• Agent status tracking (Online, Busy, Break, etc.) with analytics
• Optional BI dashboards with real-time insights

Key KPIs you can track:

• FCR: issues resolved on first contact
• AHT: average handling time per interaction
• Queue wait time: how long customers wait
• Utilization rate: agent workload efficiency
• Missed requests: across channels and teams
• AI quality score: tone and compliance analysis
• Time in status: productivity insights
• SLA: response time performance

NovaTalks reporting covers everything from individual agents to entire teams and channels, with flexible time-based analysis and real-time dashboards via BI integration.

Upcoming Updates

In the upcoming releases of the NovaTalks app for CRM, the following features will be introduced:

• Quick replies: ready-to-use templates for instant responses to common customer inquiries
• AI assistant: message translation into any language, grammar correction, tone adjustment, and other tools to enhance agent productivity

The NovaTalks and Uspacy integration is an all-in-one solution for support and sales teams. Agents work in a single interface without unnecessary switching, managers get full analytics across all channels, and customers receive fast, high-quality service — no matter how they choose to reach out.

FAQ: Frequently Asked Questions About NovaTalks and Uspacy Integration

How do I connect NovaTalks with Uspacy?

The integration is set up once at the administrator level. After activation, the NovaTalks app appears automatically in the Uspacy interface — no plugins or third-party software required. All users are automatically logged into NovaTalks when they log into Uspacy.

Which channels are supported?

Calls (WebRTC phone), Viber, Telegram, WhatsApp, and website live chat. All channels are handled in a single queue within one interface.

Are calls recorded in the CRM and where can I find them?

Yes. Call recordings are automatically saved in two places: the CRM entity card (customer, deal, task, etc.) and the Call Log for easy search and playback.

How does automatic lead and contact creation work?

The system automatically creates the required CRM entity (lead, contact, deal, or task) in two cases:

• When receiving a call from an unknown number
• When there is a missed call from a known contact

The type of entity created can be configured by the administrator.

Is ACD and skill-based routing available?

Yes. NovaTalks provides a unified intelligent queue (ACD) across all channels. Supported routing methods include:

• Least busy agent
• Utilization-based distribution
• Skill-based routing (most qualified agent)

You can also set limits on the number of simultaneous conversations per agent.

What data is stored in the customer record?

The CRM record automatically includes: call recordings, conversations from all channels, interaction history, and conversation outcomes (Wrap-up Codes). No manual input is required from the agent.

Is quality control and reporting available?

Yes. NovaTalks provides detailed reports across all channels, teams, and agents, AI-powered quality evaluation of 100% of text conversations, agent status analytics, and optional BI dashboards with real-time data.