NEXT Web FAQ

Signing In

On the NEXT Sign In page, enter your email address in the Email address field, enter your password in the Password field, and click Sign in.

On the Sign In page, click

 Forgot password? under the Password field. Enter the email address associated with your account and click Send Reset Link. Follow the instructions in the email to reset your password.

On the Sign In page, click Sign in with SSO.

On the Sign In page, click the language name next to the globe icon and select your preferred language. NEXT supports English, Spanish, French, and Portuguese.

Navigation

NextIQ is an AI-assisted search and recommendations feature available in the search bar at the top of NEXT.

Home

The Activity View shows your weekly summary, recent contact activity, and your day's schedule. The NextIQ View replaces the home content area with an inline AI prompt where you can ask questions or take actions directly from the Home screen.

The NextIQ View is an inline prompt embedded in the Home screen, accessed by clicking the globe icon at the top right of the Home screen. The NextIQ panel is a persistent AI chat assistant that slides in from the right side of the screen and can be opened from any screen in NEXT using the NextIQ button in the top navigation bar.

Yes. Previous NextIQ conversations are saved in the panel's left sidebar. Click + to start a new chat or click any previous conversation to resume it.

The Complete Setup banner shows your onboarding progress and the number of remaining steps. Click it to continue your onboarding setup. The banner disappears once all setup steps are completed.

Each tile navigates you to the corresponding section in NEXT — for example, clicking Urgent Issues takes you to your issues list.

Inbox

My Inbox is your personal inbox for direct contact conversations. Team Inboxes are shared queues where a team of agents can collectively manage customer conversations across multiple channels.

Team Inboxes allow teams to manage high volumes of customer conversations from a central shared location. Instead of conversations going to a single person, they are routed to a shared queue where any assigned team member can view, respond to, and manage them.

Team Inboxes are created and managed by administrators. If you do not see any team inboxes listed, contact your administrator to have one set up.

Yes. Click All Channels at the top of the conversation panel and select one or more channels from the dropdown to filter your view. Available channels include Call, Direct Message, Email, Facebook, Inbound Call, Instagram, Live Chat, Messenger, Outbound Call, SMS, Video Meeting, and WhatsApp.

Click + New at the top right of the Inbox screen, search for a contact or teammate in the modal, select them, and click Continue.

Click the Unread filter at the top of the conversation panel. Click it again to return to the full conversation list.

Phone

Click the Phone icon in the top navigation bar at any time to open the dialer and place a call directly.

Click the My Number dropdown in the dialer to see all available outbound numbers assigned to your account and select the one you want to call from.

Ensure a phone number has been assigned to your account by your administrator and that your audio devices are configured in the Phone settings panel.

Scroll to the Settings section at the bottom of the Phone screen's left panel and select your preferred microphone and speaker from the two Select a device dropdowns.

Click the Missed tab at the top of the call list in the Phone screen to view only calls you did not answer.

Click the Voicemail tab at the top of the call list in the Phone screen. Each voicemail entry displays a transcript preview of the message where available.

Meetings

Each meeting in NEXT supports a maximum of 10 participants.

No. Each meeting is a single-use session. Once a meeting ends, the link is no longer valid and a new meeting must be created.

When the host leaves, the meeting is closed and cannot be rejoined by any participant.

The instant meeting ends immediately and cannot be rejoined. To continue, start a new instant meeting.

An instant meeting can remain active for up to 24 hours, as long as at least one participant stays in the meeting.

Participants can join a scheduled meeting once its start time elapses. There are no persistent or always-on meeting rooms in NEXT.

The link expires when the meeting's end time elapses and can no longer be used to join.

Contacts

In the left navigation bar, under Manage, click Contacts (the avatar icon).

On the Contacts page, type a name, number, or email address in the search bar at the top of the Contacts panel. Alternatively, you can search for a specific contact on NEXT's home page, in the search bar.

Click the filter icon next to the search bar. Under Filter By, select one of the following: All Contacts, Private, Public, Needs Follow-up, High Value (>$100K), or Favorite. The filter is applied automatically.

No. Only one filter can be applied at a time.

Click the filter icon next to the search bar. Under Sort By, select A-Z to sort alphabetically or Recently Contacted to sort by most recent interaction.

On the Contacts page, click on an individual contact to open their details in the Contact Details panel.

At the top of the Contact Details panel, click the Avatar icon. To upload a photo, click Upload and select a photo from your device. To change the avatar color, select a new color. Click Save changes when finished.

Open the contact's details and click the corresponding Call, Message, Video, or Email button at the top of the Contact Details panel. When clicking Call, a Call Contact window appears displaying the number making the call and the number being called. Click Call to confirm.

At the top of the Contact Details panel, click the Video button and select Instant meeting to start a video call immediately, or Schedule meeting to open the scheduling panel.

Open the contact's details, click the ellipsis (•••), and select Go to conversation. Your conversation history opens in a new tab.

Open the contact's details, click the ellipsis (•••), to Delete contact to delete.

Open the contact's details and click the + sign next to Upcoming Meetings. In the Schedule meeting panel, complete the Meeting Title, Date, Start Time, and End Time fields, add any participants and an optional agenda, then click Schedule.

Open the contact's details and click the + sign next to Tickets. Complete the required fields in the Create Ticket panel and click Create Ticket.

Open the contact's details. Under Contact Information, click the text box next to any field to edit it.

Open the contact's details. Under Contact Information, click + Add Property, select the property you want to add, then click the text field next to it and enter the value.

The available properties are: Addresses, Language Preference, Role, Timezone, Preferred Channel, Website, Phone, Email, Addresses, and Notes.

Open the contact's details. In the Notes section, click the + sign next to Notes or click Add Note if no notes exist. Type your note in the Add note window and click Save note.

Click + Add contacts. Near the avatar, enter the contact's name in the First name Last name field and their job title in the Job Title field. Optionally add or change the avatar by clicking the camera icon. Select whether the contact is Public or Private. Enter any remaining contact details in the fields below — First Name, Last Name, and Job Title will pre-populate from what was entered near the avatar, and vice versa. To add additional properties, click + Add Property and select from the available list. Click Save contact.

Click the chevron icon next to + Add contact and select Import. In the Import Contacts window, upload a CSV or Excel file. Optionally download the Nextiva Contact Template by clicking Template, fill it in, and upload it. Click Continue, select your file, and map the fields. Click Next, choose how to handle duplicates, Replace or Skip Duplicates, and click Next. A confirmation window appears showing the total contacts imported. You will also receive a status email from Nextiva with the full import results.

Companies

In the left navigation bar, click More Options (the ellipsis icon), then click Companies.

On the Companies page, type a name, industry, or account owner in the search bar at the top of the Companies panel.

Click the filter icon next to the search bar. Under Filter, select one of the following options: All Companies or High Value (>$100K). The All Companies filter is applied automatically.

Click the filter icon next to the search bar. Under Sort, select Highest Value to sort by highest value or Recently Active to sort by most recent interaction.

On the Companies page, click on an individual company to open its details in the company details panel.

Open the company's details. Under Associated Contacts, the name and email address of each associated contact is visible. Click on a contact's name to view their full details.

Open the company's details. Under Associated Contacts, click the + sign. In the Associate Contacts window, search for or scroll to find the contact, click the checkbox next to them, and click Associate.

Click + Add Company. Enter the company name in the Company name field and select an Account color. In the Account Information section, enter any relevant details: Address, Industry, Phone, Value, and Website (required). Optionally link existing contacts by clicking + Link Contacts in the Linked Contacts section. Click Save account.

Search for and click on the company you want to edit. In the company details panel, click the text box next to the field you want to change and make your changes.

Click the X in the upper right corner, or click Cancel.

Tickets

A ticket is a record used to track and manage a customer interaction, issue, or request from creation through to resolution.

In the left navigation bar, click More (the ellipsis icon), then click Tickets.

Click the + Create Ticket button. Complete the required fields in the Create Ticket panel — Title, Contact, Team Inbox, Status, Assignee, and Priority — and click Create Ticket.

The available statuses are: Open, In Progress, Hold, Soft-Close, Ignored, Closed, Reopen, Forwarded, and Archived.

There are four priority levels: Low, Medium, High, and Critical.

On the Tickets page, click the drop-down arrow next to All Team Inboxes and click the checkbox next to the team inbox you want to filter by.

On the Tickets page, click the drop-down arrow next to All Status and click the checkbox next to the status you want to filter by. More than one status can be selected.

On the Tickets page, click the drop-down arrow next to All Priority and click the checkbox next to the priority you want to filter by. More than one priority can be selected.

A blue dot to the left of a ticket indicates that it is unread.

Click on an individual ticket in the Tickets list to open the ticket view showing all linked communications.

Open the ticket. At the top of the ticket view, click the drop-down arrow next to the current inbox and select another inbox.

Open the ticket. At the top of the ticket view, click the drop-down arrow next to the current status and select a new status.

Open the ticket. At the top of the ticket view, click the drop-down arrow next to the current priority and select a new priority.

Open the ticket. At the top of the ticket view, click the drop-down arrow next to the current assignee and select another NEXT user.

In the ticket view, click the filter icon and select one or more of the following: Email, Phone, or Text messages.

In the ticket view, click the vertical ellipsis (⋮), click Alignment, and select Left aligned or Left & right.

In the response window, ensure Text message is selected. Type your response and click the blue icon to send. Note that a phone number must be saved with the contact to reply by text message.

In the response window, ensure Email is selected. Click Show details to view and edit the To, CC, BCC, and Subject fields. Type your response and click the blue icon to send. Note that an email address must be saved with the contact to reply by email.

In the Ticket panel, click the + icon if there are no existing linked communications, or the edit icon if there are. In the Link Communications window, click Continue to go to the conversation with the contact. Click the checkboxes next to the messages you want to link and click Save in the blue box at the bottom.

In the Ticket panel, click Unlink All next to Linked Communications.

In the Ticket panel, click the edit icon next to Linked Communications. Click Continue in the Link Communications window. In the conversation, uncheck the checkboxes next to the communications you want to unlink and click Save.

Yes. In the Link Communications window, click Don't show me this again before clicking Continue.

In the Ticket panel, click the + sign next to Notes. Enter your note in the Add note window and click Add note.

In the Ticket panel, hover over the note you want to edit and click the pencil icon. Edit the note in the Edit note window and click Save note.

In the Ticket panel, hover over the note you want to delete and click the trash icon. Click Delete in the Delete note window to confirm.

My Settings - Account

In the upper-right corner, click your avatar icon. It displays either your initials or your uploaded profile image, and select My Settings from the dropdown menu.

In My Settings, select Profile under Account in the left-hand navigation panel. Click the camera icon on your avatar. In the Edit profile photo window, select Upload to upload a new photo, or Change background color to change the avatar color. If you have already uploaded a photo, Change photo and Remove photo are visible instead. Click Save changes when finished.

In My Settings, select Profile under Account in the left-hand navigation panel. Click the camera icon on your avatar and select a new color under Avatar Colors. Click Save changes when finished.

My Settings - Login and Security 

The Login and Security section contains your Username & Password settings for resetting your password, and your Security PIN for verifying your identity when calling global support.

In My Settings, click Login and Security in the left-hand navigation panel. Click Edit PIN next to Security PIN, enter a 4-digit PIN in the Edit Security PIN window, and click Save.

The password reset link expires after 24 hours

In My Settings, click Login and Security in the left-hand navigation panel. Click the eye icon next to Security PIN to reveal your current PIN.

In My Settings, click Login and Security in the left-hand navigation panel. Click Edit PIN next to Security PIN, enter a 4-digit PIN in the Edit Security PIN window, and click Save.

The Security PIN is used to verify your identity when calling global support. If no PIN has been set, No PIN set is displayed in the Security PIN section.

My Settings - Communication

In My Settings, click Calling under Communication in the left-hand navigation panel, then scroll to the Voicemail section. Click New Greeting and choose one of the following methods: type a greeting using Text-to-Speech in the Create tab, click Record to record using your microphone, or use the Upload tab to upload a file. Click Save Greeting when finished.

In My Settings, click Calling under Communication in the left-hand navigation panel, then scroll to the Voicemail section. Click New Greeting, select the Create tab, and click Record instead. Record your greeting and click Save Greeting when finished.

In My Settings, click Calling under Communication in the left-hand navigation panel, then scroll to the Voicemail section. Click New Greeting and select the Create tab. Type your message, choose a voice from the dropdown menu, and click Save Greeting when finished.

In the voicemail greeting list, click the ellipsis (•••) next to the greeting you want to use and select Set as Greeting. The greeting displays an Active label when set as the default.

In My Settings, click Calling under Communication in the left-hand navigation panel, then scroll to Forwarding. Enable the desired forwarding option using the toggle and enter the phone number where calls should be forwarded.

There are four call forwarding options: Always Forward forwards all calls to another number; Forward When Unanswered forwards calls not answered within a specific number of rings; Forward When Unreachable forwards calls when you are not reachable; Forward When Busy forwards calls when your phone is busy.

In My Settings, click Calling under Communication in the left-hand navigation panel, then scroll to Call Routing. Enable the Call waiting toggle.

In My Settings, click the chevron icon next to Calling under Communication and select Call routing. Enable the Anonymous call rejection toggle.

In My Settings, click Calling under Communication in the left-hand navigation panel, then scroll to Call Recording. Enable the Auto enable call recording toggle.

If call recording is disabled, call transcriptions and AI summaries are also disabled.

In My Settings, click Calling under Communication in the left-hand navigation panel. Under Phone Numbers, click the drop-down arrow in the Default Outgoing Number field and select the number you want to use.

In My Settings, click SMS under Communication in the left-hand navigation panel. Under Automatic Replies, enable Use Auto Reply, enter your message in the SMS text message field, and select when replies are sent from the Send when receiving dropdown.

In My Settings, click SMS under Communication in the left-hand navigation panel. Under Automatic Replies, enable Use After Hours Auto Reply, enter your message, click Set business hours to configure your working hours, and select when replies are sent from the Send when receiving dropdown.

In the Automatic Replies settings, click Set business hours. In the Business hours window, click the toggle next to each working day to enable it, enter your working hours, and click Save.

My Settings - Preferences

In My Settings, click Notifications under Preferences. Enable the Calling Notifications and/or Digital Messages toggle, then click the drop-down arrow in the Sound field to select your preferred notification sound. Click Play to preview it.

In My Settings, click Notifications under Preferences. Enable the Calling Notifications or Digital Messages toggle, then enable the Browser Notifications toggle.

Calling notifications play a sound when an incoming voice or video call is received. Digital message notifications play a sound for incoming messages such as live chat, SMS, social media messages, or email. Digital message notifications do not include collaboration messages from coworkers.

In My Settings, click Sound & Audio under Preferences. Choose the desired devices from the dropdown menus. Changes are applied automatically.

In My Settings, click Appearance under Preferences. Under Shared Inbox Conversation Alignment, select Left aligned or Left & right aligned.

In My Settings, click Appearance under Preferences. Under Theme, select Morning Light or Golden Glow.

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In My Settings, click Appearance under Preferences. Under Ask NextIQ, select Dock to open it as a docked panel or Full Page to open it as a full page view.

In My Settings, click Appearance under Preferences. Under General, click the drop-down arrow in the App Language field and select your preferred language.

In My Settings, click Notifications under Preferences. Enable the Live Chat Notifications toggle. Once enabled, you can configure the notification sound, Repeat Until Answered, and Browser Notifications options.

NextIQ

Click the Ask NextIQ button in NEXT

NextIQ can assist with ticket and account management, performance monitoring, call management, and guidance using the knowledge base to help resolve customer issues.

In the Your chats panel, click the + sign next to Your chats.

In the Your chats panel, hover over the chat you want to rename and click the vertical ellipsis (⋮). Click Rename, enter the new name in the Rename chat window, and click Save.

In the Your chats panel, hover over the chat you want to delete and click the vertical ellipsis (⋮). Click Delete. In the Delete chat window, click Delete to confirm. Note that this action cannot be undone.

Team Chats

Click the Team Chats icon in the left navigation bar. The Team Chats page opens and displays your existing team chats and channels. Or click the arrow next to Unread Internal Messages.

Click the + New button in the upper right corner. In the New Conversation window, click the drop-down arrow below the To field, search for or scroll to select the teammate or teammates you want to chat with, and click Continue.

Type your message in the text box, add an emoji using the smiley face icon if needed, and click the blue arrow to send.

The Teammate Information panel appears when messaging one teammate and shows their details along with Message and Call options. The Group Chat Members panel appears in group chats and shows the names and statuses of all teammates in the chat.

To filter in the All Team Chats view, click the filter icon and select Call or SMS. To filter within an individual team chat, click the filter icon and select one or more of the following: Email, SMS, or Phone. To filter within a group chat, click the filter icon and select one or more of the following: Email, SMS, or Phone.

Within an individual team chat, click the vertical ellipsis (⋮), click or hover over Sort, and select Newest on top or Oldest on top

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Within an individual team chat, click the vertical ellipsis (⋮), click or hover over Alignment, and select Left aligned or Left & right.

Click the back arrow to exit the current chat and return to the All Team Chats view.

In Team Chats, scroll to the @ Mentions section below All Team Chats. All instances where you have been mentioned in a Team Chat are listed there. Click on an individual mention to go directly to that message.