{"id":10694,"date":"2026-04-06T07:02:35","date_gmt":"2026-04-06T04:02:35","guid":{"rendered":"https:\/\/novatalks.ai\/?p=10694"},"modified":"2026-04-17T20:57:32","modified_gmt":"2026-04-17T17:57:32","slug":"novatalks-uspacy-crm-integration-omnichannel-communication","status":"publish","type":"post","link":"https:\/\/novatalks.ai\/en\/blog\/novatalks-uspacy-crm-integration-omnichannel-communication\/","title":{"rendered":"NovaTalks and Uspacy Integration: Contact Center Inside CRM"},"content":{"rendered":"\n<p>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 \u2014 everything they need is available in one unified Uspacy interface.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>What does the NovaTalks and Uspacy integration offer?<\/strong><\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>All calls, messengers, and chats in one CRM window \u2014 without additional apps or plugins<\/li>\n\n\n\n<li>Automatic authorization, call logging, and chat synchronization \u2014 no manual work required<\/li>\n\n\n\n<li>Initiate a call or chat directly from the customer card in just one click<\/li>\n\n\n\n<li>A unified queue, analytics, and quality control tools for the entire team<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>What you get after enabling the integration:<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>A single workspace for all communication channels: calls, messengers, and chats without switching between applications<\/li>\n\n\n\n<li>Automatic authorization in NovaTalks upon login to Uspacy \u2014 no additional credentials required<\/li>\n\n\n\n<li>Built-in WebRTC phone \u2014 no plugins or third-party applications needed<\/li>\n\n\n\n<li>Automatic logging of calls, call recordings, and chats in CRM customer records<\/li>\n\n\n\n<li>One-click call or chat initiation directly from any entity card<\/li>\n\n\n\n<li>Automatic creation of leads, contacts, deals, or tasks for missed or unknown calls<\/li>\n\n\n\n<li>Real-time notifications about new messages and assigned conversations directly in the CRM interface<\/li>\n\n\n\n<li>Full synchronization of NovaTalks chats with native Uspacy chats in real time<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>App Interface and Placement<\/strong><\/h2>\n\n\n\n<p>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.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>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<\/li>\n\n\n\n<li>The app expands along the right side of the screen without overlapping the main workspace<\/li>\n\n\n\n<li><strong>Pinned mode:<\/strong> the app window stays visible while working in the CRM, allowing agents to view both the customer card and the conversation simultaneously<\/li>\n\n\n\n<li><strong>Responsive interface:<\/strong> automatically adapts to screen width, system fonts, and display size<\/li>\n<\/ul>\n\n\n\n<p>This approach solves one of the key challenges for agents: fewer window switches lead to less context loss \u2014 and faster, more accurate responses to customers.<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th><strong>Feature<\/strong><\/th><th><strong>Benefit<\/strong><\/th><th><strong>For Whom<\/strong><\/th><\/tr><\/thead><tbody><tr><td>Launch button above all windows<\/td><td>Instant access to the app from any CRM section<\/td><td>Agent<\/td><\/tr><tr><td>Expansion along the right side of the screen<\/td><td>Work in parallel with CRM without blocking the workspace<\/td><td>Agent<\/td><\/tr><tr><td>Pinned mode<\/td><td>Customer card and conversation visible at the same time \u2014 no loss of context<\/td><td>Agent<\/td><\/tr><tr><td>Responsive interface<\/td><td>Correct display on any device and screen size<\/td><td>Agent, IT Administrator<\/td><\/tr><tr><td>Automatic appearance after setup<\/td><td>No manual installation required \u2014 saves onboarding time<\/td><td>IT Administrator, Manager<\/td><\/tr><tr><td>No third-party plugins<\/td><td>Fewer points of failure, easier maintenance and better security<\/td><td>IT Administrator<\/td><\/tr><tr><td>Notifications inside the CRM window<\/td><td>No customer request goes unnoticed<\/td><td>Agent, Supervisor<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Notifications and Auto-Launch<\/strong><\/h2>\n\n\n\n<p>The system responds to events in real time and instantly notifies the agent:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Automatic app launch when a new message arrives or a conversation is assigned to the agent<\/li>\n\n\n\n<li>Visual notification \u2014 a badge counter next to the app icon that grabs attention even when the window is minimized<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Automatic Login and Seamless Authorization<\/strong><\/h2>\n\n\n\n<p>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.<\/p>\n\n\n\n<p>There is no need to enter additional passwords, open separate applications, or log in multiple times \u2014 the system handles everything automatically.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Automatic Creation of CRM Entities<\/strong><\/h2>\n\n\n\n<p>The integration allows flexible configuration of which CRM entity (lead, contact, deal, or task) should be created automatically in the following cases:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Interaction with an unknown number during a call: if no contact is found, the system automatically suggests or creates a new entity<\/li>\n\n\n\n<li>Missed call from a known number: even if the agent does not answer, the interaction is recorded and linked to the relevant customer<\/li>\n<\/ul>\n\n\n\n<p>This eliminates manual work and ensures that no customer request goes unnoticed.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>How It Works for a Manager<\/strong><\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>The manager logs into Uspacy \u2014 the NovaTalks app is already authorized and ready to use, with no additional steps required<\/li>\n\n\n\n<li>A call or message comes in \u2014 the button in the bottom-right corner starts blinking, and the app expands along the screen without covering the customer card<\/li>\n\n\n\n<li>The manager responds and instantly sees all relevant information \u2014 interaction history, customer data, and the conversation in one window, without switching between applications<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img decoding=\"async\" src=\"https:\/\/novatalks.com.ua\/wp-content\/uploads\/gemini_generated_image_bh2jbzbh2jbzbh2j-1024x630.webp\" alt=\"\" class=\"wp-image-7483\" style=\"width:728px;height:auto\"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Calls: Full Tracking and One-Click Dialing from CRM<\/strong><\/h2>\n\n\n\n<p>All call activity is automatically captured in your CRM:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Calls and recordings are logged directly in the CRM record (customer, deal, etc.) \u2014 no manual input required<\/li>\n\n\n\n<li>Recordings are also stored in the Call Log for easy access and playback<\/li>\n\n\n\n<li><strong>One-click calling:<\/strong> start a call directly from any CRM record by clicking the phone icon \u2014 the built-in WebRTC phone handles the rest<\/li>\n<\/ul>\n\n\n\n<p>The WebRTC phone supports two transfer options:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Blind transfer:<\/strong> instantly pass the call to another agent or team without \u043f\u0440\u0435\u0434\u0432\u0430\u0440\u0438\u0442\u0435\u043b\u044c\u043d\u043e\u0433\u043e \u043e\u0431\u0449\u0435\u043d\u0438\u044f<\/li>\n\n\n\n<li><strong>Consultative transfer:<\/strong> speak with a colleague or supervisor first, then transfer the call<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Chats: Fully Synced with Uspacy<\/strong><\/h2>\n\n\n\n<p>NovaTalks keeps all conversations in sync with Uspacy\u2019s native chats:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Messages sync in real time<\/li>\n\n\n\n<li>Chats are automatically assigned to the right agent<\/li>\n\n\n\n<li>Status updates (open, resolved, etc.) are reflected instantly<\/li>\n<\/ul>\n\n\n\n<p>Just like calls, chats can be started \u043f\u0440\u044f\u043c\u043e from any CRM record in channels like Viber, Telegram, or WhatsApp.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Smart Queue and Workload Distribution (ACD)<\/strong><\/h2>\n\n\n\n<p>NovaTalks brings all channels \u2014 calls, messengers, and web chat \u2014 into one intelligent queue.<\/p>\n\n\n\n<p>Requests are distributed automatically based on your chosen logic:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Least busy agent<\/li>\n\n\n\n<li>Current workload (utilization)<\/li>\n\n\n\n<li>Skill-based routing (most qualified agent)<\/li>\n<\/ul>\n\n\n\n<p>You can also limit how many conversations an agent can handle at the same time.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>How to choose the right setup:<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Least busy agent:<\/strong> best for teams with similar skills and even workload<\/li>\n\n\n\n<li><strong>Utilization-based:<\/strong> great for mixed teams handling multiple conversations<\/li>\n\n\n\n<li><strong>Skill-based routing:<\/strong> ideal for complex or VIP requests<\/li>\n\n\n\n<li><strong>Conversation limits:<\/strong> useful during onboarding or peak periods to maintain quality<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Automation: Chatbots, IVR, and Workflow Tools<\/strong><\/h2>\n\n\n\n<p>Automate customer interactions with:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Chatbots:<\/strong> from simple scripts to advanced AI-driven flows<\/li>\n\n\n\n<li><strong>IVR:<\/strong> customizable call routing scenarios<\/li>\n\n\n\n<li><strong>Snooze conversation:<\/strong> pause a chat until a reply or a specific time<\/li>\n\n\n\n<li><strong>Wrap-up codes:<\/strong> log outcomes and topics after each interaction<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Mass Messaging<\/strong><\/h2>\n\n\n\n<p>Run outbound campaigns directly from NovaTalks:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Send messages via Viber Bot and Telegram Bot<\/li>\n\n\n\n<li>Notify customers about promotions, events, reminders, or personalized offers<\/li>\n\n\n\n<li>Support for dynamic, personalized messages<\/li>\n\n\n\n<li>Replies automatically turn into active chats handled inside the CRM<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Analytics, Reporting, and Quality Control<\/strong><\/h2>\n\n\n\n<p>NovaTalks provides full visibility across your team and channels:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Detailed reports by channel, team, and agent<\/li>\n\n\n\n<li>AI-powered quality analysis of all text conversations<\/li>\n\n\n\n<li>Agent status tracking (Online, Busy, Break, etc.) with analytics<\/li>\n\n\n\n<li>Optional BI dashboards with real-time insights<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Key KPIs you can track:<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>FCR:<\/strong> issues resolved on first contact<\/li>\n\n\n\n<li><strong>AHT:<\/strong> average handling time per interaction<\/li>\n\n\n\n<li><strong>Queue wait time:<\/strong> how long customers wait<\/li>\n\n\n\n<li><strong>Utilization rate:<\/strong> agent workload efficiency<\/li>\n\n\n\n<li><strong>Missed requests:<\/strong> across channels and teams<\/li>\n\n\n\n<li><strong>AI quality score:<\/strong> tone and compliance analysis<\/li>\n\n\n\n<li><strong>Time in status:<\/strong> productivity insights<\/li>\n\n\n\n<li><strong>SLA:<\/strong> response time performance<\/li>\n<\/ul>\n\n\n\n<p>NovaTalks reporting covers everything from individual agents to entire teams and channels, with flexible time-based analysis and real-time dashboards via BI integration.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Upcoming Updates<\/strong><\/h2>\n\n\n\n<p>In the upcoming releases of the NovaTalks app for CRM, the following features will be introduced:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Quick replies:<\/strong> ready-to-use templates for instant responses to common customer inquiries<\/li>\n\n\n\n<li><strong>AI assistant:<\/strong> message translation into any language, grammar correction, tone adjustment, and other tools to enhance agent productivity<\/li>\n<\/ul>\n\n\n\n<p>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 \u2014 no matter how they choose to reach out.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>FAQ: Frequently Asked Questions About NovaTalks and Uspacy Integration<\/strong><\/h2>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><strong>How do I connect NovaTalks with Uspacy?<\/strong><\/summary>\n<p>The integration is set up once at the administrator level. After activation, the NovaTalks app appears automatically in the Uspacy interface \u2014 no plugins or third-party software required. All users are automatically logged into NovaTalks when they log into Uspacy.<\/p>\n<\/details>\n\n\n\n<p><\/p>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><strong>Which channels are supported?<\/strong><\/summary>\n<p><br>Calls (WebRTC phone), Viber, Telegram, WhatsApp, and website live chat. All channels are handled in a single queue within one interface.<\/p>\n<\/details>\n\n\n\n<p><\/p>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><strong>Are calls recorded in the CRM and where can I find them?<\/strong><\/summary>\n<p><br>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.<\/p>\n<\/details>\n\n\n\n<p><\/p>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><strong>How does automatic lead and contact creation work?<\/strong><\/summary>\n<p>The system automatically creates the required CRM entity (lead, contact, deal, or task) in two cases:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>When receiving a call from an unknown number<\/li>\n\n\n\n<li>When there is a missed call from a known contact<\/li>\n<\/ul>\n\n\n\n<p>The type of entity created can be configured by the administrator.<\/p>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><strong>Is ACD and skill-based routing available?<\/strong><\/summary>\n<p>Yes. NovaTalks provides a unified intelligent queue (ACD) across all channels. Supported routing methods include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Least busy agent<\/li>\n\n\n\n<li>Utilization-based distribution<\/li>\n\n\n\n<li>Skill-based routing (most qualified agent)<\/li>\n<\/ul>\n\n\n\n<p>You can also set limits on the number of simultaneous conversations per agent.<\/p>\n<\/details>\n<\/details>\n\n\n\n<p><\/p>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><strong>What data is stored in the customer record?<\/strong><\/summary>\n<p><br>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.<\/p>\n<\/details>\n\n\n\n<p><\/p>\n\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary><strong>Is quality control and reporting available?<\/strong><\/summary>\n<p>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.<\/p>\n<\/details>\n\n\n\n<p><br><\/p>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>The integration of NovaTalks with the Uspacy CRM system is 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, as everything they need is available in one unified Uspacy interface.<\/p>\n","protected":false},"author":7,"featured_media":10699,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[3138,3142,3141,3146,3144,3143,2485,3140,3139,3145,3148,3149,3147,69,3150,3153,1299,1369,3152,3151,3154],"class_list":["post-10694","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","tag-acd-queue","tag-automatic-authorization","tag-automatic-lead-creation","tag-call-log","tag-call-logging","tag-call-recordings","tag-calls","tag-chat-synchronization","tag-chatbots-and-ivr","tag-contacts-and-deals","tag-crm-notifications","tag-customer-card","tag-messengers-and-chats","tag-novatalks","tag-novatalks-analytics-and-reporting","tag-novatalks-and-uspacy-integration","tag-omnichannel-communication","tag-request-distribution","tag-single-crm-window","tag-uspacy-crm","tag-webrtc-phone"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.7 (Yoast SEO v27.7) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>NovaTalks and Uspacy Integration: Contact Center Inside CRM - NovaTalks<\/title>\n<meta name=\"description\" content=\"Integrate NovaTalks with Uspacy CRM: calls, chats, and messengers in one window. 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