Uspacy

Uspacy is a unified digital workspace with modern online tools for managing your company’s key processes, focused on delivering results.

Integration with Uspacy allows support and sales teams to handle all customer interactions without switching between systems:

• All calls, messages, and customer interaction history are automatically logged in the CRM.

• Leads/Contacts/Cases/Deals are automatically created for incoming or outgoing calls to unknown numbers.

Integration setup

Installation

To install the NovaTalks app in your Workspace, go to the Marketplace, find the NovaTalks app, and click the “Get” button.

Next, proceed to configure the settings of the already installed app.

Connection

In this settings section, you need to enter the NovaTalks URL and NovaTalks API key.

The Uspacy webhook field is system-generated and does not require any input.

• NovaTalks URL – the address of your workspace (server) in the NovaTalks system.

• NovaTalks API key – can be obtained in your NovaTalks account under Profile Settings → Access Key.

For a successful integration, only a user key with the Administrator role is valid.

Then click “Check Connection.”

As a result, the connection status should change to “Connected.”

CRM Integration

Creating entities for calls

In this settings section, you can select which entities should be created for different types of calls:

When a new entity is created automatically:

• The entity source is automatically recorded as “Calls.”

• The responsible user is assigned as the Workspace Owner.

Creating entities for chats

You can link an entity to a chat from an unknown contact by finding the chat in the “External Lines” section directly within your Workspace chats.

Notification Settings

In this settings section, you can configure how notifications will appear when a new dialogue is assigned to a user or when a new message is received. The following options are available:

• Show notifications – if this option is enabled, a red “bubble” (notification) will appear on the NovaTalks app icon when an event occurs.

• Open window – if this option is enabled, the NovaTalks app will automatically open when an event occurs.

NovaTalks App in the Uspacy Interface

After installing the app from the Marketplace, the icon to open NovaTalks will automatically appear in the bottom-right corner of the Uspacy interface.v

Logging into the NovaTalks App

When logging into Uspacy, the user is automatically authenticated in NovaTalks, as well as in the built-in NovaTalks WebRTC phone (if telephony is configured).

For successful authentication, the user’s login must be identical in both systems. If the logins differ, the authorization parameters must be entered manually in the login window.

A detailed description of the authorization procedure (system login) is available.

Working with requests

After this, you can start handling NovaTalks calls and chats directly within Uspacy. All interactions (calls and chats) are displayed in a single window within the NovaTalks app.

Learn more about handling requests in NovaTalks – here.

Working with telephony

You can make outbound calls:

• Directly from the CRM entity card. To do this, click the receiver icon next to the phone number, then in the NovaTalks window that opens, click “Call.”

• Using the “New Dialogue” feature in the NovaTalks app. More details here.

To ensure the call is recorded in the history, it must be made through the “New Dialogue” functionality, not just via the web phone.

• By reopening a dialogue in an active conversation within NovaTalks

All calls (incoming, outgoing, and missed) will be saved in the history and can be found on the Call Log page.

On the Call Log page, you can immediately manage calls—for example, listen to call recordings or navigate to the CRM entity card associated with the call.

Please note that call recordings are usually added with a 10–15 minute delay. For longer calls, the delay may be slightly longer.

Call recordings are also available in the CRM entity card, on the right side under the Activity Filter, where the interaction history with the item is displayed.

Working with chats

You can handle chats:

• Directly through the NovaTalks app

• In the “External Lines” section within the chats of your Workspace

NovaTalks fully synchronizes with native Uspacy chats. This means that all messages, status changes, and dialogue assignment information are instantly updated in both systems.

You can initiate a chat:

• From the CRM card: To message a client first, open their card. Click the chat icon next to the phone number. In the window that appears, select the communication channel (e.g., Telegram), enter your message, and click “Send.”

• Using the “New Dialogue” feature in the NovaTalks app. More details here.

Available for numbered channels (Telegram, Viber, WhatsApp).

• In existing chats: Find the desired dialogue in the NovaTalks window or access it from the Uspacy window via the client’s CRM card.

The chat history is also available in the CRM entity card, on the right side under the Activity Filter, where the interaction history with the item is displayed.