NEXT - Administrator Settings

This article provides steps for using the Administrator Settings area of NEXT. Actual buttons or actions to select will be in bold in the instructions below.

The Administrator Settings in NEXT provides essential oversight and control, enabling organizations to manage users, permissions, and system configurations effectively. It ensures data security and compliance by defining access levels and monitoring system activity. Administrators can customize workflows, set up reporting dashboards, and oversee performance metrics, empowering teams to operate efficiently. Agents and Supervisors do not have access to these settings only individuals with Administrator rights.

If you do not have Administrator rights within NEXT, you will not be able to see the information & pages described below.

1. Log into NEXT via [URL — pending].

2. Select the gear icon (Admin home) in the left-hand navigation.

3. You will now see the Administrator Settings area, organized into four sections: Account, People & AI, Manage, and Channels.

The Account section covers your organization's core company details, billing, authentication, phone numbers, and physical devices. This section includes:

• Company information

• Billing

• Single sign-on

• Directory sync

• Numbers

• Devices

Use Company information to view your organization's core account details, company details, and contact information within NEXT.

Accessing Company information

1. After accessing the Administrator Settings area, select Company information in the left-hand navigation bar (under Account).

2. The page opens on the General tab.

Company information fields

Account details

• Company name — Your organization's registered name.

• Account number — Your unique NEXT account identifier.

• Timezone — Your organization's default timezone (e.g., Arizona Time (MST – no DST) - UTC-07:00).

• Extension start range / Extension end range — Defines the numeric range available for user extensions (e.g., 1000–9999).

Company details

• Industry — Dropdown selection (e.g., Other).

• Company website — Your organization's website URL.

Contact information

• Primary phone number — Main contact number for the account.

• Primary email address — Main contact email for the account.

Use Billing to view your company's voice, SMS, transcription, and live chat usage for the current billing cycle, as well as invoices and billing contact information.

Accessing Billing

1. After accessing the Administrator Settings area, select Billing in the left-hand navigation bar (under Account).

Usage

The Usage section displays a snapshot of your current billing cycle (e.g., July 12 – August 12), broken out by:

• Voice — Number of inbound and outbound minutes.

• SMS — Number of inbound and outbound messages.

• Transcriptions — Minutes of transcription and number of summarizations.

• Live chat — Number of conversations started and number of messages sent by a bot.

Invoices

Use the search bar to find a particular invoice. The Invoices table displays:

• Invoice number

• Type

• Invoice date

• Status

• Amount

Use the icons in the upper right corner to switch between list and card views.

Billing contact

Displays your company's internal billing contact — the person(s) you can reach out to with questions about your company's NEXT account.

Connect with NEXT

Provides NEXT's billing contact email and a link to NEXT's support page for further assistance.

Set up your company's SSO platform with NEXT. If you already have SSO enabled, you will see options to view and edit the existing configurations.

Single sign-on (SSO) is an authentication method that allows users to access multiple applications or systems with a single set of login credentials. Instead of needing to log in separately to each platform, users authenticate once through a centralized identity provider, which then grants access to connected systems without requiring repeated logins.

Accessing Single sign-on

1. After accessing the Administrator Settings area, select Single sign-on in the left-hand navigation bar (under Account).

2. Select your Identity Provider (IdP) from the list. The options available are:

• Entra ID

• Google

• Okta

• OpenID Connect

• SAML

1. Follow the steps in the configuration screen to sync NEXT with your company's SSO. Select Save when done.

Identity provider field requirements

[Carried over from legacy NEXT — pending confirmation against NEXT's actual per-provider config screens]

• Entra ID: Client ID, Client secret, Tenant ID, User lookup field (recommended: "preferred_username")

• Google: Client ID, Client secret, User lookup field

• Okta: Client ID, Client secret, Authorization URI, Token URI, JWKS URI, User info URI, User lookup field

• OpenID Connect: Metadata URL, Client ID, Client secret, Scopes, User lookup field, Authorization URI, Token URI, JWKS URI, User info URI

• SAML: Sign on URL, Issuer, Signature verification certificate, User lookup field

Manage SSO

If your company already has one or more SSO options enabled, you can view, edit, and manage these options from this page. Providers that are set up display a checkmark NEXT to the logo, with configuration details visible below it.

Set up directory sync with Microsoft Entra ID to connect it with NEXT.

Directory Synchronization is a process that connects an organization's directory service, such as Microsoft Active Directory (AD) or Azure AD, to an external system or platform. It ensures that user data (e.g., accounts, roles, and permissions) is consistently and automatically updated between the directory and the connected platform.

Accessing Directory sync

1. After accessing the Administrator Settings area, select Directory sync in the left-hand navigation bar (under Account).

2. Toggle Allow users to access Microsoft Entra ID on to enable directory sync.

3. Select the Microsoft Entra ID link to learn more about setting up your Azure directory connection.

Note: When directory sync is off, a banner displays: "Directory sync is off. Select the toggle above to turn on access to Microsoft Entra ID directory sync."

Assign phone numbers to individual users or to a Team inbox in this area of Administrator Settings. You can also port phone numbers into NEXT from another phone provider.

Accessing the Numbers area

1. After accessing the Administrator Settings area, select Numbers in the left-hand navigation bar (under Account).

2. Toggle between the Numbers and Transfer numbers tabs to see those areas.

Numbers tab

1. Select the Numbers tab at the top.

2. Search existing phone numbers using the search bar, download a CSV of all phone numbers using the download icon, or select Add more numbers.

The Numbers table displays:

• Number

• Assigned to

• Created on

• Updated on

• Updated by

Use the ellipses menu on the right of each row to:

• Unassign number

• E911 Address — view or update the emergency address for that number

• Delete (shown in red)

Add local numbers

1. Select Add more numbers. The Add more numbers window opens on the Local numbers tab.

2. Search by area code or number.

3. Select Search.

Note: You can add up to 25 local numbers to your account. Adding phone numbers to your account may result in additional usage charges on your NEXT invoice.

Add toll-free numbers

1. Select Add more numbers.

2. Select the Toll-free numbers tab.

3. Search by prefix (800, 888, 877, 866, 855, 844, or 833).

4. Select Search.

Note: You can add up to 3 toll-free numbers to your account. Adding phone numbers to your account may result in additional usage charges on your NEXT invoice.

Transfer numbers tab

To port phone numbers into NEXT from another provider:

1. Select the Transfer numbers tab at the top.

2. Review what you'll need before starting:

• Billing and account details

• Latest phone bill with the phone numbers displayed

• Your current provider's info

• The type and number of lines to transfer

• If transferring more than 15 numbers, download the provided template

1. Select Transfer Toll-free numbers or Transfer local numbers, depending on your needs.

Important: Do not cancel your current service until the transfer is complete — inactive numbers cannot be transferred. Ensure any open orders are processed or canceled before starting.

What to expect:

• NEXT sends three emails throughout the process: confirmation the transfer request was submitted (with a requested transfer date), a notification confirming the transfer date, and a final confirmation within 48 hours of completion. You can cancel service with your previous provider once you receive the final confirmation.

• Transfers generally take 2 to 4 weeks (average 10 business days) to complete from submission. NEXT checks the transfer status daily and notifies you by email once a confirmed date is received from the current carrier.

• During the transfer period, you'll have service with both NEXT and your previous provider. You're encouraged to set up your NEXT phone system using the temporary numbers assigned to you before the transfer completes.

Physical phones and other devices using NEXT are listed here.

Accessing Devices

1. After accessing the Administrator Settings area, select Devices in the left-hand navigation bar (under Account).

The Devices table displays:

• Status

• Device

• MAC Address

• Number

• User

Use the search bar to find a specific device, MAC address, or phone number. Download a CSV file of the list using the download icon in the upper corner. Select Add device to add a new device.

Add a Device

1. From the Devices page, select Add device.

2. Under Choose a phone, select the make and model from the dropdown.

3. Enter the device's MAC address (12 characters).

4. Optionally, use Assign user to assign a user to this device.

5. Toggle Enable device for Team inbox calls on or off, depending on whether this device should receive and place Team inbox calls.

6. Select Save.

Note: Assigning a user to the device is optional at this stage — a device can be added without a user and assigned later.

Edit a Device

You can edit device settings directly to manage configuration without accessing a third-party Device Management System (DMS).

The Edit Device page allows you to update key settings and perform device-level actions.

1. Select Devices.

2. Locate the device you want to modify.

3. Select the ellipsis menu.

4. Select Edit device.

The Edit Device page opens.

Update device settings

On the Edit Device page, you can modify the following settings:

Select the appropriate time zone for the device.
This enables the time zone that displays on the device.

Update the line key label to reflect the assigned user or function.
This label appears on the first line on the physical device display.

Turn this setting on or off to control whether the device can receive Team inbox calls when not signed into web/mobile.

• When enabled, the device can ring for Team inbox calls.

• When disabled, Team inbox calls will not ring on this device unless the user is signed into web or mobile.

Important: This setting is required for device-only users who want to receive Team inbox calls.

Select Reboot to restart the device.

Use this option when:

• Configuration changes need to be applied.

• The device is not responding correctly.

Rebooting does not erase device settings.

Select Factory reset to restore the device to its default settings.

Use this option only when necessary, such as:

• Reassigning the device to a different user.

• Resolving persistent configuration issues.

A factory reset erases all device-level settings.

The Users page allows you to add, import, edit, and remove users in your account.

To access user management:

1. Navigate to Administration.

2. Select Users.

From the Users page, you can:

• Add individual users

• Import users in bulk

• Edit existing users

• Remove users from the account

• Export the users list as a CSV file

Add a user

Use this option to create a single user manually.

1. From the Users page, select Add user.

2. On the Profile step, enter the user’s information.
   Required fields include first name, last name, and email address.
   Other fields, such as role, phone number, extension, and timezone, can be updated later.

3. Select NEXT.

4. On the Channel access step, select which communication channels the user can access, then select NEXT.

5. On the Assign Team inboxes step, assign:

   • Team inboxes the user will participate in

   • Team inboxes the user will supervise, if applicable

6. Select Finish.

After completing setup, the user receives an email invitation prompting them to activate their account and set a password. The user’s email address is used as their username.

Bulk Import Users

1. Click Administration located at the bottom left from the left-hand navigation panel.

2. Go to the Admin home.

3. Under People & AI section, click Users.

4. Click Import users.

5. Download the CSV template and fill in the required fields.

6. Upload the CSV file.

7. Follow the wizard to configure import options.

8. Click NEXT and complete the import.

Export the Users table

You can export the full list of users on your account as a CSV file. This is useful for performing bulk updates, auditing user configurations, or sharing user information outside of NEXT.

To export the Users table:

1. Navigate to Administration.

2. Select Users.

3. In the upper right corner of the Users page, select the download icon.

4. The CSV file downloads automatically to your device.

The exported file includes key user details such as name, email, role, assigned phone numbers, Team inboxes, and skills.

Edit a User

1. In Administrator Settings, select Users.

2. Find the user you want to update. You can use the Search field to narrow the list.

3. Select the More options icon (three dots) for that user, then select Edit user.

The Edit user screen includes multiple sections in the left navigation. Select each section to review or update the user’s configuration. Select Save to apply changes when the Save button is available. 

Profile

Use Profile to review and update the user’s core information and account level details shown for the user profile.

Channel Access

Use Channel Access to control which communication channels this user can access in NEXT.

1. Select Channel Access.

2. Turn the channel toggles on or off as needed:

   • Calling

   • SMS (text messaging)

   • Live chat

   • Email

   • Social media

3. Select Save.

Note. Channel access controls whether the user can use the channel in the product. CX Mode engagement behaviour is managed separately in CX Mode settings.

Team inboxes

Use Team inboxes to assign or remove Team inbox access for the user.

1. Select Team inboxes.

2. In Team inboxes, search for and select the inboxes you want to assign to the user.

3. To remove an assigned inbox, select the Remove icon (X) on the inbox chip.

4. Select Save.

The Calling section contains multiple user level calling settings. Select Calling to expand the menu, then select the option you want to update:

• Voicemail

• Forwarding

• Call routing

• Call recording

• Monitoring

• Phone numbers

Update the settings in each area as needed, then select Save.

Use Email signature to create or update the user’s email signature.

1. Select Email signature.

2. In the editor, enter the signature content and apply formatting as needed.

3. Select Save.

NEXT offers four roles, each with a different scope of access: User, Agent, Supervisor, and Global Administrator.

To access: Go to Administration → People & AI → Roles & permissions.

Select View permissions NEXT to any role to see its full permission set.

Skills

Skills are used for intelligent routing of customer communications based on agent expertise, such as language, product knowledge, or certifications. A skill can represent any talent or notable area of expertise that employees might have.

Examples: SQL, French language, Mobile developer, Top 5 sales performer, Data analysis.

Access Skills Management

1. Click Administration located at the bottom left from the left-hand navigation panel.

2. Go to the Admin home.

3. Under People & AI section, click Skills.

Add a New Skill

1. Select Add skill in the upper-right corner of the Skills management page.

2. In the new window, enter the Name and Description for the skill.

3. Click Save. The skill will now appear in the Skills list.

Edit or Delete a Skill

1. Use the search bar to find the skill you want to update.

2. Select the ellipses menu NEXT to the skill.

3. Choose Edit skill or Delete skill.

• Edit skill: Update the skill’s name or description, then click Save.

• Delete skill: Confirm the deletion in the pop-up window by selecting the red Delete button.

Assign a Skill to a User

1. Under People & AI section, click Users.

2. Select the user’s name to open their profile.

3. In the Skills dropdown, select the skill(s) you want to assign.

4. Click Save.

Team inboxes let teams collectively manage incoming communications — calls, chats, SMS, email, and social media — from a single, shared location.

To access: Go to Administration → Manage → Team inboxes.

The Team inboxes list shows:

Use Search to find a specific inbox, the view toggle icons to switch layouts, or select Create inbox to add a new one.

Creating a Team inbox

1. From the Team inboxes page, select Create inbox.

2. On the Add Team inbox step:

   • Optionally select Choose an icon for this inbox.

   • Enter an Inbox title (required).

   • Optionally enter a Description.

3. On the Assign people step, search for and add Agents to the inbox. Assigned agents can pick up tickets or work items associated with the inbox.

4. On the Configure SLAs step:

   • Select which channels to set Wait time thresholds for: Calling, Live chat, SMS text, Email, Social media.

   • For each selected channel, set a threshold value and unit (e.g., seconds).

   • Select how the SLA is calculated (e.g., "% of communications answered or abandoned within threshold") from the dropdown.

5. Select Save & finish.

Editing or deleting a Team inbox

From the Team inboxes list, select the ellipsis menu NEXT to an inbox, then select:

• Edit Team inbox — to update the inbox title, description, icon, assigned agents, or SLA configuration.

• Delete Team inbox — to remove the inbox.

Add your company’s knowledge base articles here so that NEXTIQ AI will be able to pull information from those articles to help your Agents quickly when they have questions. You can sort them into Knowledge bases to make it easier to find and organize the various articles. Each Knowledge Base URL is now automatically crawled and validated during ingestion. Admins can view whether the crawl succeeded or failed directly from the Knowledge Base interface. Failed pages can be re-checked or replaced with valid URLs.

A Knowledge base is a grouping of articles that helps you organize your knowledge base content. Knowledge bases define how knowledge articles are grouped and where they are used across NEXT.

After accessing the Administrator Settings area, select Knowledge base from the left navigation bar.

The page opens on the Knowledge bases tab. Select the Create knowledge base button on the right side of the screen.

On the Create knowledge base page:

1. Enter a Title and Description.

2. Choose whether to Map to Inbox.

3. Optionally, choose how you want the knowlege base to be searched. The options are Document Search and Structured Data. You can only add articles that support the search method chosen.

4. Optionally, add articles to the knowledge base. You can add articles later if needed.

5. Select Save.

The Map to Inbox option allows you to associate a knowledge base with a Team inbox. When mapped, knowledge from this knowledge base is available to Agents through NEXTIQ while they are working in that Team inbox.

The Add articles option lets you upload documents or add URLs that contain information such as company services, products, business hours, or internal help content.

Each Knowledge base now clearly shows where it is being used. From the Knowledge base list, administrators can see the associated:

• Team inboxes

• AI Employees

• Chatbots

This visibility helps you understand the impact of changes before editing or removing a Knowledge base.

The Not in Use status has been removed. Knowledge base usage is now determined by these visible associations rather than a standalone status label.

Knowledge bases include article-level status indicators for their associated articles. These indicators appear directly in the Knowledge bases list and help identify content that requires attention.

Article statuses include:

• Warning The article was ingested but may require review.

• Error The article could not be crawled or returned an error.

These indicators allow you to quickly identify broken, incomplete, or partially successful knowledge content.

Individual articles cannot be deleted once uploaded. To remove articles, you must delete the Knowledge base that contains them.

To edit or delete a Knowledge base:

1. From the Knowledge base tab, select the Collection name.

2. In the Knowledge base details window, you can:

   • Edit the Title or Description, then select Update Knowledge base, or

   • Select Delete Knowledge base to remove the Knowledge base and all associated articles.

An Article is an individual knowledge base article (KBA). Articles can be uploaded as files or added as web links. Source content used by NEXTIQ, Chatbot, and AI Employee (XBert AI) to generate AI-assisted responses.

Once an article is added, you cannot view the contents of uploaded files directly in NEXT. To view the contents of a web link article, copy and paste the URL into a browser.

When adding a Web link, you can now choose how the website content is ingested:

• Entire website

• Single webpage only

• All pages within a subdomain

This allows more precise control over which pages are crawled and added to the knowledge base.

After selecting the website scope, enter the URL and select NEXT.

You can upload the following file types:

• PDF
  PDFs must contain text or simple tables only. Files with images, multimedia, or heavy formatting are not ingested. Files larger than 10 MB cannot be uploaded.

• CSV

• TXT

• XLSX

• DOCX

You can add website content using the following URL formats:

• https://[full webpage URL]

• https://[full website URL]/sitemap_index.xml

Website content is ingested only at the time of upload. NEXTIQ does not automatically refresh content. If a webpage changes, you must delete and re-add the article to ingest the updated content.

After accessing the Administrator Settings area, select Knowledge base from the left navigation bar.

The page opens on the Knowledge bases tab.

1. Select the Articles tab.

2. Select the Add article button on the right side of the screen.

3. Choose one of the following options:

   • Upload to add a file, or

   • Web link to add website content.

Use templates to add structured data to the Knowledge Base. This option is best for product catalogs, menus, pricing tables, FAQs, or any content stored in rows and columns.

Structured data must be uploaded into a dedicated Knowledge base and cannot be mixed with unstructured articles. Templates preserve the structure of your data so AI can return more accurate results for filters, comparisons, lookups, and basic aggregations.

• You must have access to Administration.

• Prepare your data in one of the following formats:

  • CSV

  • XLSX

• Use a supported template. Templates are optimized for structured data and provide more accurate search results than standard file uploads.

• Structured data must be uploaded into a new knowledge base.

1. Select the Articles tab.

2. Select Add Article.

3. In the How would you like to start? window, select Use a template.

4. Select Create new collection.

5. In the collection creation flow, select the Structured Data tab.

6. Select Upload new file.

7. Download the sample structured file format.

8. Update the file to match the required format.

9. Upload your updated CSV or XLSX file.

After you upload the file, the system validates the structure, including:

• Column headers

• Data types

• File encoding

If validation fails, update the file to match the template requirements and upload it again in the same flow.

After validation succeeds, review the preview to confirm that:

• Columns are mapped correctly.

• Values appear as expected.

Select Confirm to complete ingestion.

After a structured collection is created:

• Selecting Add Article within that collection allows only structured data files to be uploaded.

• Unstructured articles cannot be added to this collection.

After ingestion completes, AI can answer questions such as:

• Filtered results. For example, “Show me items under $500.”

• Comparisons. For example, “Which plan has the highest coverage?”

• Lookups. For example, “What is the price of SKU-12345?”

• Aggregations. For example, “How many items are in stock?”

Notes:

• Files uploaded using Upload files are treated as unstructured content.

• To enable structured queries, you must use Use a template.

• You cannot convert an existing article into a template-based article.

• Templates determine how data is interpreted during search and AI responses.

1. Enter the Article Name and Description.

2. Select Save & Close.

The article appears in the Articles list with a link icon NEXT to the title. A confirmation message appears at the bottom of the screen when the article is created successfully.

After an article is uploaded or added as a web link, select the article name to open the View Article window.

This view displays all associated URLs and their individual crawl status. Each endpoint shows one of the following indicators:

• Ready to use. The page was successfully crawled and ingested.

• In progress. The system is still processing the page.

• Failed. The page could not be crawled or returned an error.

• Warning. The page was ingested but may require review.

This endpoint-level visibility helps you identify exactly which pages succeeded or failed during ingestion.

Tip:
If a URL shows Failed, confirm that the webpage is public and accessible. You can delete and re-add the article to trigger a new crawl.

For JSONL articles, NEXT displays additional ingestion details:

• The number of successful objects

• The number of failed objects

You can export the failed objects to review error details and correct issues before re-uploading the file.

The filters options and search bar allow you to narrow down the list of articles and knowledge bases to quickly find the one you are looking for.

• The search bar will allow you to narrow down the knowledge bases and articles areas within the Knowledge Base. 

• Filters are available on the Knowledge bases and Articles tabs. The Filters button appears to the right of the search bar. There are preset options for Order and Date Range as shown in the photos:

   Note: You can now filter or search articles by Status (Ready to use, Failed, In progress) to identify problematic URLs more efficiently.

You can adjust the view for the knowledge bases and articles to card view or list view using the icons in the upper right corner.

Card view:

List view:

View, create, and edit your company’s business hours and other schedules.

1. After accessing the Administrator Settings area, select the Schedules button in the left hand navigation bar.

2. Select the blue Create schedule button in the upper right corner.

1. In the new window, add in the schedule name, schedule type (business or holiday hours), and schedule description to set up your schedule. Toggle on and off the days your business is open.

   • Add in extra time slots for specific days as needed and adjust the times. The time slots can be used for scheduled breaks or other closures during the day.

   • The timezone is the one selected by the initial Administrator who set up the NEXT account for their company.

2. Once you are finished, select the blue Save button.

3. You will now see your schedule in the list. Select on the name of it in blue to make any changes or view the details.

1. There are two ways to accomplish this action. You can either select the name of the schedule in blue, or you can select the ellipses menu and choose Edit schedule. Both methods will bring you to the Edit Schedule screen. 

2. Once you are viewing the current schedule, select any field to make changes if needed. You can also select the Assignments menu on the left hand side to view and edit that information. Assignments indicates how that schedule is used at the company.

3. Select Save when finished.

1. Select the ellipses menu and choose Delete schedule.

2. A pop up will appear asking you to confirm. Select Delete.

Calling allows administrators to configure inbound call routing and manage call-related settings for the account. From this section, you can define how inbound phone numbers route to Team inboxes or phone menus, and configure global calling behaviour such as call recording, transcription, and hold music.

Calling is the primary location for setting up inbound call routing. It does not control how calls are handled once they reach a Team inbox.

To access Calling settings:

1. Navigate to Administration.

2. Select Channels.

3. Select Calling.

The Calling page opens in the context of the selected admin group or company.

The Calling page is divided into two main areas.

• Global call settings, which apply at the account level.

• Inbound phone number routing, where each inbound phone number is configured individually.

The inbound phone numbers table displays all available inbound numbers for the account and shows their current routing status. Phone numbers that have not yet been configured display a status of Not setup.

Global call settings control account-wide calling behaviour. These settings do not determine where inbound calls are routed.

To access global call settings, select Manage settings.

From the left-hand navigation, you can configure the following options.

Use the Phone Numbers screen to manage inbound and outbound calling configuration.

From this screen, you can:

• Set an outbound caller ID

• Add or remove inbound phone numbers

• Update outbound calling settings

It may take a moment for the Phone Numbers screen to populate.

Use the Call recording screen to configure call recording behaviour, including file service, file format, and related recording options.

On the Call recording page, configure the following options.

File server

Select the storage server where call recordings will be saved.

Administrators can choose the configured file server that stores audio recordings generated during calls.

Filename format

Define the naming structure used when saving recordings.

Example formats may include variables such as:

• Caller number

• Agent number

• Date

• Time

• Call ID

This helps administrators organize and identify recordings more easily.

Enable this option if your region requires two-party consent before recording a call.

When enabled, the system will ensure recording consent is handled for both participants in regions that require it.

Enable this setting if recording must be completely disabled in regions that require two-party consent.

This helps maintain legal compliance where recording is restricted.

Select the audio prompt that informs participants that the call is being recorded.

The selected prompt is played at the start of the call.

Configure how often the recording notification is repeated during the call.

For example, the system may play a reminder prompt periodically to notify participants that recording is active.

Define the percentage of calls that should be recorded.

• 0% – No calls are recorded

• 100% – All calls are recorded

This option allows administrators to sample calls instead of recording every interaction.

After configuring the settings:

1. Click Save to apply the configuration.

The updated call recording settings will apply to new calls.

Administrators can view, play, and download recorded calls from the Call Recording section in the Admin portal.

1. Navigate to Channels.

2. Select Calling.

3. Select Call recording.

The Call recordings & transcriptions page opens.

The recordings table displays all available call recordings with the following information:

Administrators can use the Search bar or Filters to locate specific recordings.

For each recording, administrators can:

• Play the recording directly in the portal

• Download the recording file

• Open recording details

Use the action icons in the right column of the recording row to perform these actions.

Use the Transcriptions screen to configure call transcription behaviour, including timing, duration, and supported languages.

Use the General Settings screen to configure options such as:

• Music on hold

• Spoof ANI

• Extension dialing

When changes are saved successfully, a confirmation message appears at the bottom of the screen.

The SMS text page manages your account's SMS capabilities, including phone number-to-workflow mapping and required carrier registration.

To access: Go to Administration → Channels → SMS text.

This page has two tabs: Setup and configuration and 10DLC Registration.

If 10DLC registration hasn't been completed, a banner displays: 10DLC Registration Required — U.S. carriers require 10DLC registration before business SMS can be used reliably. Select Go to 10DLC Registration to proceed.

The table below lists each SMS-enabled phone number:

To change a number's routing, select the Workflow dropdown for that row and choose a different Team inbox.

To edit a number's configuration, select the ellipsis menu (⋮) NEXT to it, then select Edit. This opens the Edit SMS Number dialog:

• Phone Number — read-only (locked icon)

• Workflow — select a different Team inbox from the dropdown

• Select Save changes or Cancel

This tab explains the U.S. carrier requirement for business SMS registration:

• Why do I have to do this? Due to recent U.S. phone carrier regulations, all businesses must register the phone numbers they use to send text messages, as part of an industry-wide effort to reduce spam and protect customers.

• What does this do? Adds visibility around who is sending business texts, improving deliverability of legitimate messages.

• A link to US phone carrier regulations and our website provides further FAQs.

Select Start registration to begin. Registration should only take a few minutes.

Create a Live Chat widget so your company can chat with its customers, or edit an existing chat widget.

1. After accessing the Settings area, select Channels in the left-hand navigation, then select Live chat.

2. The Live Chat page displays existing widgets in a table with the following columns:

   • Name

   • Workflow — the Team inbox or workflow the widget routes to, editable directly from the list via dropdown.

   • Created Date

   • Script — select Copy code to copy the widget's install script directly from the list, without opening the full editor.

   Use the Search bar to find a specific widget, select the checkboxes to select one or more entries, or select Create to build a new widget.

3. To edit or delete an existing widget, select the ellipsis menu (⋮) to the right of its row, then select Edit Survey or Delete survey.

Either Create or Edit Survey opens the Edit Survey screen, organized into five tabs: General, Display Settings, Chat Configuration, Advanced Settings, and Installation. A live preview panel appears on the right side of the screen as you make changes. Select Save to apply your changes, or Cancel to discard them.

General

• Name* — the name of the survey.

• Brand Name — the brand name displayed on the widget.

• Themes — the survey's theme, which defines its colors, styles, and branding. The available themes are a set number of options; additional customization will be added in the future.

• Open Icon — select the icon shown for opening the chat widget, from your desktop or files.

• Close Icon — select the icon shown for closing the chat widget, from your desktop or files.

• Fonts — the font family and style used for the survey text. The available fonts are a set number of options; additional customization will be added in the future.

Display Settings

• Width — the width of the survey widget, in pixels.

• Height — the height of the survey widget, in pixels.

• Use Panel Shadow — toggle on to enable a shadow effect on the survey panel for visual depth.

Chat Configuration

• Allow Attachments — toggle on to let website visitors send file attachments in the chat.

• Allow Voice Messages — toggle on to let website visitors send voice messages in the chat.

• Allow Emoji — toggle on to let website visitors use emoji in the chat.

Advanced Settings

• Show Top Page Control — toggle on to display navigation controls at the top of survey pages.

• Show Bottom Page Control — toggle on to display navigation controls at the bottom of survey pages.

• Allow Tab Navigation with Mandatory Fields — toggle on to allow keyboard tabbing through mandatory fields without requiring them to be completed first.

Installation

Displays the install code for the widget, which includes your account's protocol, host, tenant ID, campaign ID, and survey ID.

1. Select Copy code to copy the snippet to your clipboard.

2. Paste the code before the </body> tag on each page of your company's website where you want the widget to appear.

Email integration connects your company's inbox with Nextiva, enabling agents to send, receive, and manage emails directly from their unified workspace.

To access: Go to Administration → Channels → Email.

The Email list shows:

Use Search to find a specific address, the view toggle icons to switch layouts, or select Add email address to connect a new one.

Select Add email address to start the setup wizard. The steps vary slightly depending on the provider.

Gmail (OAuth):

1. On the Prepare step, review what to expect: connecting Gmail requires creating a Google App and using OAuth 2.0 authentication — registering a new app in the Google Developer Console, enabling the Gmail API, creating OAuth 2.0 credentials (Client ID and Client Secret), and authorizing access.

2. On the Add email step, enter:

   • Mailbox name, Description, Email address

   • Gmail Client ID and Gmail Client Secret (from the Google Developer Console)

3. Select Next. Once added, a confirmation screen displays Email added, prompting you to complete the authorization process to activate the email. Select Back to emails or complete authorization to finish.

Microsoft/Entra:

1. On the Add email address step, enter:

   • Mailbox name, Description, Email address

   • Tenant ID, Client ID, and Client Secret

2. Select Next, then complete the Authorize provider step to activate the email.

Other providers (IMAP/SMTP):

1. On the Add email address step, enter:

   • Mailbox name, Description, Email address

   • Username and Password

   • IMAPS Host (incoming) and IMAPS Port (default 993)

   • SMTP Host (outgoing) and SMTP Port (default 465)

2. Select Next to complete setup.

NOTE: Each provider flow includes a link to the email guide for additional setup help.

View the available social media channels to add, set them up, or delete the account(s) from NEXT. At this time, the following social media applications are available to connect with NEXT:

• Facebook

• Facebook messenger

• Instagram

If your company has not set up social media accounts already, you will need to create those, and then log into those accounts to sync them. To connect Instagram and Facebook accounts to third-party apps or manage them through Facebook Business Suite, you’ll need a Facebook Page and a professional Instagram account (either business or creator type). If your Page is part of a Meta Business Account, your Instagram account must also be added to that Business Account. Depending on how your accounts are configured, you may be required to log in using a Business Login for Instagram or a Facebook Login for Business. In some cases, a managed Meta account may also be needed to oversee your business assets.

1. After accessing the Administrator Settings area, select the Social media button at the bottom of the left-hand navigation bar.

1. The available social media channels will be displayed under the Available Social Channels area. If you do not see the social media type listed here, NEXT does not currently have a way to integrate that social media platform within the product.

2. Select whichever social media application you would like to sync with NEXT.

3. Once you select it, a new window will appear, asking you to log in to that platform.

1. Type in your company’s username and log in for that platform.

2. It will ask you to select the Continue button to verify the account information is correct.

3. Choose all of the pages within the social media account, or only some for NEXT to access. Select Continue.

4. A new window will appear, asking you to verify the request for access. Select Save.

5. Once you have logged in, you will see your company’s social media homepage in that window. You can close out of that pop-up window.

6. You will see that it is connected:

7. Done, if you would like to add more than one social media account, you can repeat these steps for each account until all accounts are synced.

1. After accessing the Administrator Settings area, select the Social media button at the bottom of the left-hand navigation bar.

2. Under the Connected social channels tab, you will see a list of connected accounts.

3. If you only want to delete 1 account, select the Trash can icon NEXT to that row.

4. A pop up will appear asking you to confirm that you want to delete that account. Select Delete.

1. After accessing the Administrator Settings area, select the Social media button at the bottom of the left-hand navigation bar.

2. Under the Connected social channels tab, you will see a list of connected accounts.

3. Check the boxes NEXT to the accounts you would like to delete. Once you have selected more than one account, a red Delete all button will appear above the list in the right-hand corner.

1. Select it to delete those accounts.

2. A pop up will appear asking you to confirm that you want to delete those accounts. Select Delete. 

This area has video meeting settings, including dial-in phone number setup for phone conferences.

1. After accessing the Administrator Settings area, select the Meetings button at the bottom of the left-hand navigation bar.

1. Choose if you want all NEXT users to be able to use video meetings.

If desired, select a dial-in phone number to use for meetings.