What is NOVA?

NOVA is Lightspeed Voice's built-in artificial intelligence engine. It listens to every call in real time, transcribes the conversation, and then automatically generates a plain-language summary of what was discussed — including key topics, action items, and the overall sentiment of the call. Everything syncs directly to your CRM so your team always has a complete record without typing a single note.

What NOVA Does on Every Call

• Transcription — converts the full conversation to text, searchable and stored with the call record
• Smart Summary — a concise paragraph summarizing the key points of the call
• Action Items — automatically identifies follow-up tasks mentioned during the call
• Sentiment Analysis — flags whether the call tone was positive, neutral, or needs attention
• CRM Sync — pushes all of the above into the client's record in your connected CRM

How to Enable NOVA

Step 1: Log In as an Administrator

NOVA is enabled at the account level by an admin. Log in to your Lightspeed Voice admin panel at your account portal URL.

Step 2: Go to Features

In the left navigation, click Features, then select NOVA AI.

Step 3: Enable for Your Account

Toggle NOVA on for your entire account, or use the user-level controls to enable it for specific team members only. This is useful if you want to roll NOVA out gradually or limit it to certain departments.

Step 4: Configure Your Preferences

Choose which NOVA features to activate:

• Transcription only
• Transcription + Summary
• Full NOVA (Transcription, Summary, Action Items, Sentiment)

Select your preferred level and click Save.

Reading Your NOVA Summaries

After a call ends, NOVA processes the recording and delivers the summary within a few minutes. You can find summaries in two places:

• Orbit app — tap on any past call in your call history to view the transcript and summary
• Your CRM — the summary and transcript are automatically attached to the relevant client record

NOVA and Call Recording

NOVA requires call recording to be enabled on your account. If you haven't set up call recording yet, go to Admin Panel > Features > Call Recording and enable it before activating NOVA. All recordings and transcripts are stored securely and accessible only to authorized users on your account.

Privacy and Compliance

Lightspeed Voice follows all applicable call recording and AI processing regulations. Some states require two-party consent for call recording — make sure your organization's call recording disclosures comply with your local laws. NOVA's transcripts and summaries are stored on secure, US-based servers.

Troubleshooting

Summaries aren't appearing after calls: Check that NOVA is toggled on for the specific user, not just at the account level. Also verify that call recording is enabled.

Transcripts are inaccurate: Call quality affects transcription accuracy. Poor network conditions or background noise can reduce accuracy. Review the technical requirements guide to optimize your network setup.

CRM sync isn't working: Make sure your CRM integration is active and authorized in Orbit's integration settings.

Need More Help?

Our team can walk you through enabling and configuring NOVA for your specific setup. Use the Live Support button at the top of this page to connect with a specialist.