Release notes

Each AI Employee's Overview and Activity cards now show sessions, conversation length, and how often it answered without a handoff.

Connecting a Salesforce account no longer fails if the login screen takes a few extra minutes.

Inbound queue calls that rang an agent but went unanswered now show up in the Call Log Details report.

The Responded By Agent column in inbox reports now reflects agent replies correctly.

The FRT column in the Inbox Detail Report showed 0 for answered tickets and has been removed.

E911 addresses with a street number that includes letters, like 15N272, now save correctly.

Recordings of agent-to-agent calls now show up in the call recording history.

Contact and ticket edits made in HubSpot reach Nextiva.

Users who sign in with single sign-on do not get password reset emails.

An in-app notice tracks each contact import, and imported contacts stay in Nextiva.

The call pop names the connected app a caller's details come from.

The agent who starts a warm transfer to an inbox sees Complete transfer once it is accepted.

Leaving a team channel no longer removes it for everyone else.

During a call, each speaker's words appear on their own side of the live transcript.

Intercom contacts sync with a phone number, and calendar apps return open slots.

Progressive and predictive SMS campaigns send through the carrier of the campaign's number.

A blind or cold transfer to a teammate's voicemail reaches it, and the message is saved.

Meeting invite emails now use a branded template with a calendar attachment recipients can accept or decline.

Text invites for video meetings open with the recipient's name and lay details out on separate lines.

The warm transfer panel has a Hang up button, and the dialpad works during voicemail.

A contact's new name, color or photo appears across Nextiva without a refresh.

The avatar menu has a Status list, and contact center users can switch ACD on and off there.

Calls from a contact now route to its assigned Contact Owner when Sticky Agent routing is enabled.

Accepting a transferred queue call now records it as answered instead of missed.

Atlantic Standard Time (UTC-04:00) can now be selected as a business time zone.

Greetings recorded in My Settings and the default greeting play before the beep.

The Add inbox dialog in onboarding shows what is wrong with an invalid name.

My Settings opens normally for a user still assigned to a deleted team inbox.

People who join a meeting by phone show a formatted number and the default avatar.

Hovering over a deleted contact shows Contact not found.

Fixes for completing a transfer, muting as a call ends, and dialing US numbers.

Creating a password for a new account, or setting a new one after a reset, now happens inside Nexar Mobile instead of a browser.

Pick your outgoing number right in the dialer, manage it in My Settings, and have your choice sync across your devices.

Admins can now complete channel and account setup by chatting with NextIQ instead of using admin forms.

You're notified in-app and by email when an integration contact import progresses, finishes, or fails.

Call flows can queue a caller directly to a chosen AI Employee.

Opening the app from a notification, Recent Activity, or the foreground now shows your latest messages immediately.

Call history entries now show which team inbox a call belonged to.

The in-meeting search for adding people now shows each teammate's photo and live presence status.

NextIQ chat shows plain-language status messages, like 'Searching for data,' while it answers.

Incoming live chat offer notifications arrived silently, with no audible alert.

A warm transfer to an extension could fail to start its new outbound call leg on iOS.

Warm-transferring a call from the mobile app to a desktop user could leave the call ringing even after the desktop user answered.

Opening a direct message from a push notification and sending a reply could make the call icon in the header flicker.

Placing a call on a company line with no campaign or queue assigned could fail outright.

Opening the chat from a video meeting's recap could show a "Something went wrong" error with no data loading.

Answering an incoming call while an Android phone was locked or asleep could crash the app and leave the call stuck.

On iOS, the system's Increase Contrast accessibility setting could make chat messages invisible even though they had loaded.

The Inbox and Team Chats lists could fail to load, and new conversations sometimes didn't appear.

Merging a conference call could disconnect a different participant from the call.

On Android, a conversation handled by a different agent in the same inbox showed their internal ID instead of their name.

A live chat session's summary sometimes failed to appear after the session was closed.

Completing a warm transfer while the app was backgrounded and the iPhone was locked could leave the call without audio.

NextIQ chat now keeps filters like 'my' and 'open' when you ask about tickets or contacts.

Insights Center's Summary, Activity, Sentiment and Topics tabs show only real data, with no overlapping cards.

Contact and ticket sync fixes for Copper, Mailchimp, Outreach, Gorgias, Attio and Pipedrive.

The Supervisor User History tab, previously always blank, now shows data.

Supervisor User Activity now shows an accurate sign-in time and average handle time.

Nextiva sends each connected app only the contact changes it should get.

Guests you ask again show as invited, and removed invites stay listed.

Recording and transcription can start while a meeting runs past its end time.

Contact and ticket sync fixes for Clio Manage, ActiveCampaign, Attio, Pipedrive and Freshdesk.

An AI Employee trained on the Salesforce skill creates leads.

Salesforce connections now authenticate using PKCE, an additional verification step in the OAuth handshake.

Contact sync with connected apps now refuses to create a duplicate record and keeps a contact you've deleted in Nextiva from reappearing on the next sync.

A call could go silent after a function step in a call flow handed control back, including in voicemail and callback-overflow paths; the handoff now completes without interrupting the call.

Rescheduling an appointment through Google Calendar, Outlook, or Zoho Calendar could drop the event's title, notes, or attendee list; rescheduling now keeps all three.

Filtering conversations by topic disposition only matched a conversation's most recent work item; it now checks every work item on the conversation.

Orders and appointments created through the Square integration could be matched to the wrong record and always priced in US dollars; both now use Square's own ids and the seller's currency.

Creating or updating a contact through the Pipedrive integration could drop the phone number; it now carries over correctly.

A Salesforce contact with no last name or an invalid state or country, or a HubSpot contact with an undialable phone number or invalid email, could sync anyway; both are now caught before syncing.

A Jobber job created from a call defaulted to a six-month recurring job; it's now a one-off, fixed-price job as expected.

A record created through a connected app could show a Nextiva-generated id where the app's own id belongs; connected records now use the app's own id throughout.

Appointments created through the Clio Manage integration could be missing the caller's name and contact details; appointments now include caller fields, and a new function checks availability before booking.

Admin Home now opens as a conversation with NextIQ, with suggested next steps for common admin tasks.

Accepting a call to a healthcare queue now opens the caller's conversation with Patient Verification prefilled.

NextIQ chat now includes a session history panel for reviewing, renaming, and deleting past sessions.

Meeting invite links are now shorter and no longer need your workspace in the URL.

Meeting cards on Home display prep notes right where you'll see the meeting.

Insights Center now includes a Users view with team performance cards, a roster, and a top performers podium.

Guest video meetings now include a Continue to Agent button that returns you to the meeting after you sign in.

Chat sessions started from Admin now stay within Admin instead of opening inside NextIQ.

Signing in now returns you to the page you were trying to reach, like a specific meeting, instead of a default page.

The unread toggle in My Calls now covers missed calls as well as voicemails, with live counts.

The dial-in number on a meeting now appears as a tap-to-call link.

Changing Call from in the dialer now sets it as your default outbound number across devices.

New accounts now get a 60-day grace period before phone number overage charges apply.

Chart legends on supervisor and admin dashboards no longer fail to render.

Incoming call offers now expire on a fixed deadline instead of drifting when a browser tab is backgrounded.

Opening a call's details no longer crashes the page when its transcript is missing or fails to load.

Users whose name was stored as empty text now show their initials and full name instead of a blank circle and their email.

Setting up AI Employee skills training no longer fails with a collection creation error.

The gear icon in the ACD status popup opened an older My Settings view; it now opens the current one.

The ACD status control no longer appears editable for accounts without permission to change it.

Closing a document or media share sheet on Safari and iOS no longer shows a false failure or network error.

The report schedule form no longer blocks scheduling when no email integration is connected.

Browsers below Chrome or Edge 110, and their equivalents, no longer crash the app on load.

Refreshing the page during a live chat no longer makes earlier messages disappear from the conversation.

The Live Chat composer now reflects an unlinked visitor's actual phone and email instead of guessing.

The AI Employee wizard's default greeting could show a blank company name; it now always includes it.

A caller who joined a Web Meet by phone and then hung up could remain listed as a participant; hanging up now removes them as expected.

A live chat where the visitor's email was new but their phone number matched an existing contact could fail to reach any agent; it now connects correctly.

Scrolling back through a conversation could stop loading older activity partway through; it now keeps loading correctly.

An answered blind transfer could previously still be routed to voicemail if a behind-the-scenes save ran slowly; that no longer happens.

After an AI Employee hands a call to a human agent, callers are now disconnected within about a second of the agent ending the call.

The eClinicalWorks integration can look up a patient's active medications and submit a refill request.

Vietnamese is now available as a language for AI Employee personas.

Redox patient search can now check multiple common phone number formats to find a match.

Looking up a patient's insurance coverage through Redox now reaches the connector and returns results.

Call logs synced to Pipedrive and Salesforce no longer arrive with a blank subject, wrong outcome, or missing contact details.

Each connected app now syncs contacts and tickets independently of the others.

Marketplace API docs no longer fail to load for integrations with larger specifications.

Mute channels, set a quiet time and turn in-app banners on or off.

Live chat conversations come to the mobile app, so you can reply from anywhere.

Bring contacts from your phone into Nextiva with a guided import.

Marketplace now has API docs and a natural-language search for every connected integration's operations.

The in-meeting People panel shows who has not joined and lets you add people.

Creating, updating, or deleting a tenant's shared video dial-in number now requires provider sysadmin access.

Sharing a tenant's own video dial-in number across its domains now takes one update instead of two.

Viewing notes on a conversation or workitem now returns only the notes tied to it.

AI employee conversation summary emails can now go to more than one recipient.

AI employee conversation summary emails now include the call transcript or chat thread, with timestamps.

Looking up a meeting by its legacy dial-in number now only reaches the meeting it belongs to.

System Admins can now enter the DCA Complete date on a 10DLC campaign that was already approved.

Leftover ring or welcome audio no longer overlaps with the next prompt when an unanswered queue call times out.

When a second person starts sharing their screen, their share replaces the first.

Messages to an existing contact from the General inbox stay in that inbox.

Video from other participants returns after your phone switches networks.

Agents' avatars appear in video meetings on mobile.

Long text pasted into the inbox message box now sends.

Audio works after you accept a call from a team inbox.

The Join button is removed once a meeting has ended.

A call remains in Recent activity once it is disconnected.

Declining a call you were added to no longer drops the customer.

Callback, reminder, and scheduling SMS flows on a linked conversation now use the conversation's real business phone number.

An outbound call placed from your default company number now creates a conversation in My Inbox, matching calls made through a Team Inbox number.

A queue setting change now updates live for everyone viewing it, instead of only saving on the backend.

Add-on seat lines like Call Recording or Toll-Free no longer trigger their own extra phone number order.

A guest who joins a scheduled meeting early is no longer stranded if the host leaves before the meeting starts.

Contact and ticket syncs to connected apps no longer stall waiting on another tenant's sync.

A customer's live chat rating now shows to the agent right away and can't be changed after it's submitted.

An agent offered a live chat that skipped the pre-chat form now sees the customer's opening message right away.

Signing in with SSO no longer sends some tenants to a legacy page that returned an error.

A call offer notification that expired unanswered now updates or clears instead of staying stuck on the lock screen.

Blind-transferring a call to someone already on another call, with call waiting off, now routes the caller to voicemail.

Calls your AI employee dispatches internally no longer count as billable outbound voice minutes.

A guest joining a meeting from a shared link now sees the live transcript and recording status, like a host does.

Live Chat is now part of every NEXT account, with chat offers, active chats and a Live Chat filter.

You can now sign in to NEXT with your Google account.

The Calls page now has a filter for narrowing the list to one inbox.

A Call From selector in the Phone sidebar lets you pick your outbound number before dialing.

Meeting transcripts can now be downloaded as WebVTT or plain text, in addition to JSON.

A Live Chat visitor who didn't share their name now shows consistently as Anonymous everywhere.

The Supervisor statistics dashboard now resumes updating on its own after a brief network drop.

A brief network blip during a meeting no longer tears down the call.

The app detail view in the Integrations Marketplace now fills the full width of the screen.

A customer's Live Chat rating now displays as a rating, not as a message from Teammate.

Clicking an anonymous Live Chat visitor's name or avatar now opens their conversation.

The mobile app no longer keeps ringing after a call is answered on another device.

Pressing keys during a mobile call now sends keypad tones on both iOS and Android.

A failed outbound call plays a short spoken reason instead of silence or ringback.

Russian is available as an AI Employee language, with matching persona voices.

AI Employee can now find a caller in more helpdesk apps using phone or email.

A phone participant added by dialling out now shows their own name in the transcript.

AI Employee actions in ServiceTitan without a stored contact ID no longer get rejected.

Deskphones play a tone when Push-to-Talk auto-answers, so the line opening is never silent.

An email with an attachment but no written message no longer gets rejected.

Starting a meeting you didn't create no longer also sends you a push to join it.

Incoming calls on the mobile app no longer show as ANONYMOUS.

A missed call or voicemail notification from an unsaved caller now shows their number.

Agents who aren't on a meeting no longer get a mobile push notification for it.

Every invitee is now added to a meeting, even when several are resolved at once.

An instant meeting no longer stays active with only a guest in it.

A new live chat notification on mobile now shows the saved contact's name.

A caller moved from the phone menu into a meeting now shows up as a participant.

Declining a warm-transfer consult now ends only the consult, not the original call.

A photo uploaded on the Company detail page now saves instead of silently failing.

The E911 address step in bulk user import no longer returns an API error.

A message that's just a photo, video or file now shows what it contains.

A live chat started with no name or email now carries its conversation forward.

Cancelling an AI-booked appointment now also cancels the reminder for it.

Ticket actions your AI Employee sends to Copper and Intercom no longer get rejected.

Turn on Open Conversation on Answer to go straight to a caller's conversation when you pick up.

Clear a conversation you no longer need from My Inbox or Team Chats.

Add files to a new email or an email reply from the inbox composer.

During a warm transfer, controls that would start another call are unavailable until you finish or cancel.

People who join a meeting by phone show their phone number and an avatar, including in the transcript.

The dialer lists every personal number you have, so you can call from any of them.

The 10DLC registration wizard shows an error message when a step can't be saved.

The supervisor dashboard's engagement preview shows a live call transcript, by speaker.

The reply box on a ticket grows with your message, up to about five lines.

The video meeting join page adapts to mobile browsers.

Contact and company cards have clearer labels, aligned fields and photo editing for companies.

Every invitee stays on a meeting when you create or edit it, and can join.

Images included when you create a ticket from a conversation appear in the ticket thread.

The onboarding review page loads for users without access to AI employee settings.

A Microphone unavailable message appears when the browser cannot open your microphone for a call.

The call recording date filter uses the time zone in your profile.

Start a new email or reply to one from your inbox, with a subject line and formatting.

Files you add to a message show as previews, and files you receive open inside the app.

Two spreadsheet apps are available in the Integrations marketplace.

Four more apps are available in the Integrations marketplace.

A card pops up for new email in a team inbox you staff, with a link to the conversation.

New email in a team inbox you staff appears as a browser notification.

Guests in a video meeting see when recording or transcription starts or stops, and who changed it.

Web addresses show a preview card, and email addresses and phone numbers are tappable.

SMS replies from My Inbox or a team inbox show whether they were sent, delivered or read.

Inbox, team chat and NextIQ share one message box that floats above the conversation.

Ask NextIQ and suggestion chips are available when you start a new message on mobile.

Resetting your password in the mobile app uses a full-screen flow that reuses the email you entered.

Join a video meeting from your phone before it starts, if the organizer set an early join window.

Callers no longer hear one more ring just before reaching voicemail.

The Email workflow picker in Administration no longer offers the legacy Email Routing Flow.

Each call appears a single time in the Call Log Details report.

The status column is filled in on the Agent Busy Summary and Agent Status Detail reports.

Tapping unread messages on the Home screen shows them without clearing the Unread filter.

New SMS on an inbox number and new incoming email trigger a notification and an unread count.

The mobile app no longer replaces your screen with an error page when the network drops.

Opening a team inbox notification with the app closed shows the right conversation, and replies are delivered.

Incoming call alerts that arrive late are dismissed instead of ringing for a call that has ended.

A cold transfer from an iPhone to an Android phone moves the call fully to the Android phone.

On iPhone, playing a long call recording no longer closes the app.

Changes to a video meeting update the existing meeting instead of replacing it.

Calls answered in the mobile app follow your automatic call recording setting, and you can add notes.

Smaller fixes to voicemail, email, notifications, meetings, NextIQ and team chat in the mobile app.

Live transcript shows on a call after you merge in another agent, and on its inbox item.

A call from a returning caller stays at the top of Recent Activity on Home after it ends.

Home loads normally when unread message counts cannot be fetched.

The hover toolbar on messages appears as expected after a quick actions menu closes.

A declined or unanswered call shows as a missed call in the activity panel as soon as it ends.

Meeting invites play your calling ringtone and follow your repeat setting.

The four live chat templates are named for what they include.

Searching video meetings returns the meetings you take part in.

Calls routed to you by a phone menu or team inbox overflow use your own call settings.

Records with no agent show an empty Agent ID in the Agent Ticket Report.

Only people still in a paused meeting are told when it starts again.

A supervisor who whispers to an agent or joins a call can be heard on every call.

An agent receiving a call transferred into a team inbox sees who transferred it.

Someone invited during a meeting appears in every agent's participant list.

Guests can join a resumed meeting even when someone was removed before the pause.

Someone outside your company can join a meeting without an account.

Scheduling a meeting lets you record where it takes place.

Your browser notifies you about new work when the tab is not in front.

The call detail panel names the contact's job title and company.

Monitoring records which control was used, not the data shown on it.

Inviting someone during a call updates the panel for every agent.

Recording times match the time zone set on your account.

Each line of a transcript shows the person who spoke it.

The From list on a callback is scoped to the inboxes you are part of.

Live chat and its survey pages are reachable from Channels.

Settings held against your own user persist between sessions.

Conversations update in place without needing a reload.

Editing a meeting leaves out anyone already removed from it.

The virtual agent steps during setup no longer stop on an error.

Editing a scheduled report shows the schedule already saved against it.

Opening a conversation sets your default number for the reply.

The skills filter is switched off rather than empty when no skills exist.

An incomplete cached conversation no longer replaces the app with an error.

Four Zoho apps are available in the Integrations marketplace.

Four more apps are available in the Integrations marketplace.

Three field service apps are available in the Integrations marketplace.

Convert a team chat group into a channel from its Group Details screen.

Blur what is behind you before you join a meeting or while you are in it.

Open the meeting chat from a video meeting on your phone.

Add a guest to a meeting by typing their email address or phone number.

A preview screen lets you set up your camera and microphone before joining a meeting.

Mute someone in a video meeting from the people list.

Raise your hand so others in the meeting know you want to speak.

Meeting Recap has a Chat tab with the messages sent during the meeting.

Start and stop meeting recording from the mobile app.

Start and stop meeting transcription from the mobile app.

Pick the sounds the app plays for incoming calls and new messages.

Dial *50 and an extension to speak through a teammate's desk phone.

A guest you remove from a meeting can no longer open it from their link.

During a call, the screen tells you when your network is poor or reconnecting.

A channel's conversation records when it was created, renamed, or its members changed.

Sort the Contacts list so the people you were in touch with most recently come first.

Recent Activity on the Home screen includes your video meeting conversations.

A hold screen shows the meeting and lets you resume or leave it.

The meeting host is marked in the people list.

You are notified when you are invited to a meeting, when it changes, and when it starts.

The Reports list under AI Employee leaves out unrelated ticket reports.

The confirmation after parking a call speaks the extension it was parked on.

A failed park plays a clear message and leaves the call with you.

An email arriving in an inbox raises a notification on your phone.

A number taken off the account stops appearing in the outbound number list.

A teammate removed from a meeting can rejoin once the host adds them back.

Recording can be stopped even once a meeting runs past its scheduled end.

Calls to a toll free number reach your inbox as expected.

A message with several attachments, text and a mention sends in one go.

An AI Employee's handover message no longer reappears after an agent joins.

The live chat step of AI Training leaves out survey templates.

A Calendly booking uses your account's time zone instead of UTC.

A desk phone clears as soon as the other side ends the call.

Web addresses in chat messages become links you can tap.

Opened images respond to pinch to zoom.

A meeting started from a channel or group appears in that channel or group.

Mentioning someone outside a group or channel does not add them to it.

Tapping an inbox message notification opens the app, even when it was closed.

Answering a call on the web stops it ringing on your phone.

Missed calls and new voicemails now appear as browser notifications.

The Your day section of the Home page lists instant meetings alongside scheduled ones.

Call rows have a new layout, and contact photos appear in calls, search and recent searches.

Selecting a meeting link in the meeting sidebar opens the video meeting popup.

Browser notifications for messages include the message text, attachments and mentions.

Google Maps business suggestions load in onboarding right after sign-in.

A message that cannot be displayed shows its own error instead of replacing the page.

Selecting an AI activity metric on Home opens the analytics dashboard with matching filters.

In the mobile app, team chat attachments can be up to 250MB, while SMS and MMS keep their existing limit.

The attachment count in a live chat pop links to the conversation.

Being invited back to a meeting you already left shows the join prompt again.

The Quick Search box grows and shrinks with the number of results.

Choosing a reaction in team chat closes the hover toolbar straight away.

A conversation containing an image sent without any text opens as expected.

Set a message that goes out when someone texts or calls after hours.

The NEXT mobile app brings your inbox, calls and team chat with you.

One search covers contacts, conversations and tickets, with results as you type.

Your phone can store your NEXT password and fill it in for you.

Bold, italics, lists and links are available in the email and notes composers.

You can start a meeting or join one from the mobile app.

A Your Day card lists today's meetings with times and who is attending.

Choosing Guided setup opens the next step and keeps the skill you added.

A cancelled meeting is no longer listed in the conversation it came from.

A guest you invite by typing an email address or phone number can join from their invite link.

Teammates and contacts added to a meeting that has started are invited to join it.

Teammates who were in a meeting get the pop-up to join when it starts again.

Scrolling back for older messages no longer blanks the thread.

An account with an active AI employee no longer runs through setup again.

The Assignee field shows Unassigned instead of an internal value.

A supported phone can carry one primary user and several secondary users.

The composer shows the contact's number as a chip you can select.

Offer popups for SMS and team chat stay hidden while notifications are paused.

The header lists the customer, any AI Employee and the agents who took part.

Opening a conversation marked as a missed call shows that call in the thread.

The app opens with your session ready after sign-up and payment.

The same caller shows the same initials and color everywhere in a call.

A PDF attached to an inbox conversation or a ticket shows its first page.

An attachment that cannot be previewed shows an icon for its file type.

The conversation header shows job title and company under the contact's name.

Sending a message scrolls the conversation to show it.

A URL in a plain-text message opens when you select it.

A warning appears if your invite cannot be sent by text message.

Live chat shows the AI Employee's name on its own messages.

The placeholder for an unpreviewable attachment no longer looks like an invoice.

A warm transfer to a colleague can be completed once they pick up.

Conversation cards no longer show an internal id where a number belongs.

The dialer offers your tenant's default outbound number when you have none.

Quick actions that do not work on a group are no longer shown.

A group picture message renders without an extra line beneath it.

The Home page renders for users who cannot see AI Employees.

Compose and form windows stay open until you close them.

A group conversation lists its participants and shows a grouped avatar.

The Inbox column in a report reads as a name.

An unrecognized icon name no longer stops the editor rendering.

XBert billing and report widgets count the whole period.

A meeting link can open in a floating window that stays on top.

Blur your background or replace it with an image, before or during a meeting.

An expanded NextIQ summary lays its points out line by line.

Office documents, archives and design files can be attached in Team Chat.

Members are assigned in one request when you create a shared inbox.

The conversation header shows the contact you assigned, and messaging is available.

The unread tiles on Home open a specific inbox rather than a combined view.

The greeting list and the active greeting reflect what you just saved.

The meeting notification popup is hidden while you are joining a meeting.

Clicking anywhere on the Manage apps button opens the page.

Starting a meeting from a team chat works after removing someone.

Team inbox calls and other agents' calls no longer appear in My Inbox.

A multi-line message shows one truncated line in Recent Activity.

Direct message rows carry the teammate's presence dot.

The call back action on a team chat voice item dials your teammate.

The avatar in a ticket row uses the contact's saved color.

A transcription that fails to load leaves the rest of the page working.

Facebook and Messenger no longer appear when you create a workflow.

The Zendesk sign-in window completes and the app connects.

Your own number stays available even when a shared inbox number is selected.

A plus button in the Channels list starts a new channel.

Selecting the quoted message in a reply takes you to the original.

Team chat offers a Direct Message filter and leaves out call and SMS filters.

A conversation opens even when a message arrives without a type.

A call from a contact with no name no longer removes the phone controls.

Dashboard figures change as offers arrive and agents take calls.

The Message Agent button opens a conversation instead of reloading the page.

Creating a ticket from a voicemail attaches the recording and its transcript.

Creating or selecting a workflow works from the templates page.

A change was made to Nextiva Contact Center to introduce a direct integration with the Bluefin payment gateway.

A change was made to Nextiva Contact Center to support parameter substitution in WhatsApp template messages sent through the Web Form API.

Open a PDF, Word file or spreadsheet from a chat without downloading it.

The marketplace walks you through connecting an integration and configuring it.

Add emoji reactions to any message, and see who reacted with what.

The Integrations marketplace opens with updated artwork.

The Insights panel on a ticket shows its summary card and actions right away.

The Recent Activity section on Home covers every kind of activity, not only inbox conversations.

Meeting panels and the Meet option do not appear on Xbert accounts.

A greeting you have recorded can be removed from your voicemail settings.

A mention shows as a mention in message popups and in the edit box.

Searching for someone to message leaves your own name out of the results.

Selecting an attachment opens a gallery with every file in the conversation.

A company's name can be edited, and a company can be deleted.

Mentions in the team chat sidebar gathers every message that tags you.

Typing @ suggests people in the conversation and tags them in your message.

The Insights panel shows its summary card and actions as soon as it opens.

A transferred call is labelled with who transferred it to you.

A team inbox you create shows in admin settings right away.

A reply quotes the message you are answering in team chat.

A home page tile takes you into text message registration.

Call details sit in their own section, with consistent titles and order.

The Calls list shows internal calls between you and teammates.

Message notifications use an updated design.

Team chat attachments can be up to 250MB, while SMS and MMS keep their existing limit.

New message counts on Home update as messages arrive.

The call back button dials, and is disabled when there is no number to call from.

A ticket in the list shows the contact's avatar, not the assignee's.

A change was made to Nextiva Contact Center to introduce a new Stop Play workflow action for voice workflows.

An enhancement was made to Nextiva Contact Center to introduce a configurable grace period for named-user billing.

After some calls, a short survey lets you rate the call you just finished.

A conversation shows the number, so callers sharing a carrier name stay apart.

Consecutive messages from one person in the same minute share a single header.

A Share action in call details copies a link to the contact.

Presence on avatars separates teammates from contacts when inviting to a meeting.

A message in a group conversation goes to every participant.

Accepting a live chat offer makes the chat channel available in the composer.

An instant meeting appears once in the conversation feed.

Each line in a call transcript shows the agent who said it.

An Assigned to me filter in the ticket list header narrows it to your tickets.

Pick a suggestion and NextIQ drafts the reply for you to check.

The Xbert home page reports conversations handled, time saved, and how much your AI resolved.

Live chat appears in the inbox channels filter alongside the other channels.

A none option silences the notification sound while the pop-up still appears.

The SMS and email popups always offer an Add option for what you typed.

Selecting someone in a channel's member list opens their details.

A channel's member list shows each person's real availability.

A message sent in an internal chat shows when it was delivered.

The notification says whether the agent or the customer ended the chat.

A change was made to Nextiva Contact Center to address agent reservation and assignment handling for progressive campaigns

A How to join section gives the meeting link and dial-in details.

The Advanced Settings section is not switched on for any account.

An AI Training step walks you through channels, business details, products, and your calendar.

The Complete Setup prompt and advanced onboarding do not appear on Xbert accounts.

You can attach m4a audio files to a team chat.

Marketplace integrations are available to admins and global admins.

Contacts in the new conversation modal have room and sort consistently.

On Xbert accounts the settings gear goes to Company information.

You can remove a chat message after sending it.

A message you start typing stays in the composer after you move to another conversation.

Recent Activities on a contact's page lists their latest interactions.

Calling back from call history or a recent contact dials using your assigned number.

A channel notification shows the sender of that message.

Sending only an attachment shows the attachment on its own.

Each toggle in Forwarding settings changes only its own setting.

A meeting started in a team channel records its history in that channel.

The conversation header and contact panel show the contact instead of staying empty.

Opening the inbox shows a loading state, then your conversations, rather than an empty list.

Creating a team adds you as a member, so it appears in your inbox list.

The header and details card reflect a new company as soon as you save.

The email composer shows a recipient's name and address while you add them.

Replying to an older conversation continues the original thread instead of starting a new one.

The profile menu shows your extension and the number tied to it.

Filtering Campaign Engagement by SMS or Social returns that channel's own data.

Switching the incoming message sound off in settings now silences it.

The User History view lists users and their history instead of blank fields.

Pausing notifications now has a Custom option for picking your own date and time.

The contact card opens from rows in your contact, inbox, and ticket lists.

On Xbert accounts the Inboxes nav opens the General inbox rather than a combined view.

SMS replies from an AI Employee carry its own name and picture.

Smaller fixes across the inbox sidebar, the minimised chat card, and the contact popover.

A shared inbox with no conversations says so instead of loading indefinitely.

Replies appear in both the conversation view and the floating chat window.

The live transcript panel follows the call's actual transcription state.

The contact detail view has a NextIQ Insights section.

A group conversation has a panel listing the contacts in it.

Live chat uses the same workflow routing as calling and email.

Hovering someone's avatar or name opens a card with their contact details.

My Inbox and each shared inbox show a red dot when something in them is unread.

Xbert accounts no longer carry the agent status control, dialer, or video meeting settings.

Pop-up notifications for team chats and channels show the channel name, not an internal id.

Searching for a number during a cold transfer lists results that match what you typed.

Dialing waits until a caller ID is selected, and the From menu marks which inbox is active.

An enhancement was made to Nextiva Contact Center to expand appointment status mapping for Cloud9 appointment synchronization.

An enhancement was made to Nextiva Contact Center to update patient and appointment data processing for healthcare integrations.

Live chat arrives in your inbox like any other conversation, with offers, transcripts, and a clear way to end it.

The composer carries a Meet option for starting a video meeting with the person you are talking to.

Meeting invitations accept an email address or phone number for people who are not saved contacts.

The XBert home page lists your AI Employees.

The XBert sidebar lists the areas an XBert workspace uses.

The advanced onboarding setup appears for administrators only.

Images shared in team chat display as thumbnails in the conversation.

Dragging the active call or supervisor widget keeps it within the window.

Report creation completes once a time zone is set.

Message previews in the Jump to menu show the text of the message.

A video meeting sent in a conversation shows on the card and in the conversation itself.

Starting a video meeting from team chat opens the meeting.

The Agent Messages tone has a play button and plays only when you ask.

The Reports section carries the standard report set.

The Download our template link on the Transfer numbers page downloads the template spreadsheet.

The New Voicemails shortcut on Home opens the Voicemails view in Calls.

Your chat alignment choice is saved to your account and applies across Tickets, Inbox, and Team Chat.

A change was made to Nextiva Contact Center to address the configuration required for SAML request signing, allowing SAML authentication to be initiated successfully.

Start a video meeting with a teammate from their team chat panel.

Team chat has channels for group conversations, alongside direct messages.

A Clear Filters button in the Tickets header resets every active filter.

Channels without an available outbound number are disabled, with a tooltip explaining why.

Team chat unread counts track only messages you have not opened.

The Reply button in a team chat quick reply opens that chat room.

A change was made to Nextiva Contact Center to support multi-value and range-based searches on supported Contact search fields.

A change was made to Nextiva Contact Center to display a confirmation dialog when creating a new user would increase an organization's active user count above its contracted active user limit.

An enhancement was made to Nextiva Contact Center to introduce permission-based visibility for call recording controls.

An enhancement was made to Nextiva Contact Center, to simplify configuration of Google Generative AI services.

A change was made to Nextiva Contact Center to improve duplicate lead detection during lead loading.

A change was made to Nextiva Contact Center to support SCIM provisioning with Okta for automated user lifecycle management.

A change was made to Nextiva Contact Center to support environment-specific configuration for Hyperswitch (Stripe) payment services.

An enhancement was made to Nextiva Contact Center to enhance payment processing through Hyperswitch by including the payment_channel: telephone_order parameter in payment requests for telephone order transactions.

An enhancement was made to Nextiva Contact Center to improve synchronization of agent statuses with Assembled.

An enhancement was made to Nextiva Contact Center to improve conversation status synchronization with Assembled.

A change was made to Nextiva Contact Center to include deeper integration with AI Employee (XBert).

A change was made to Nextiva Contact Center to introduce a new Register from Assembled call to action in the WFM (Assembled) Integration dropdown.

A change has been made to Nextiva Contact Center, to introduce a new Login with All Groups auto-login option.

A change has been made to Nextiva Contact Center, there is a new Holiday Time Event type.

A change was made to Nextiva Contact Center to improve disconnect beep handling for WebRTC-based calls.

A change was made to Nextiva Contact Center to to ensure the lead removal confirmation pop-up window displays correctly and remains available for user interaction.

A change was made to Nextiva Contact Center to ensure the confirmation pop-up window remains open when removing an agent from a queue using the right-click context menu.

A change was made to Nextiva Contact Center to introduce a new SMS fraud detection capability.

A change was made to Nextiva Contact Center to ensure applied filters are displayed using their configured names rather than their identifiers.

A change was made to Nextiva Contact Center to ensure real-time transcription settings are applied correctly at the agent level.

An enhancement was made to Nextiva Contact Center to the progressive dialer, to provide greater visibility into lead availability across campaigns and lists.

An enhancement was made to Nextiva Contact Center to extend outbound list query support for time-to-call data.

A change was made to Nextiva Contact Center, to ensure dashboard data is refreshed more consistently and accurately.

A change was made to Nextiva Contact Center, the Authorize CC and Process Payment Information workflow component can now include customer, billing, and order information in payment requests.

A change was made to Nextiva Contact Center to improve disconnect beep handling for WebRTC-based calls.

A change was made to Nextiva Contact Center, administrators can now control which outbound campaigns an agent can access and see when the agent opens the dial pad.

An enhancement was made to Nextiva Contact Center to the Move to Panel survey action to support dynamic variable names using JavaScript-style expressions.

A change was made to Nextiva Contact Center, to ensure work item completion times are recorded accurately during extended after-call workflows.

An enhancement was made to Nextiva Contact Center, to allow filtering contacts by their last inserted or updated date.

A change was made to Nextiva Contact Center, to standardize WhatsApp address formatting for both inbound and outbound interactions.

A change was made to Nextiva Contact Center, to improve how longest call duration data is stored, displayed, and filtered.

An enhancement was made to Nextiva Contact Center, to the Assembled conversation sync process in Nextiva Contact Center to ensure all workitems are included in workforce forecasting data.

A change was made to Nextiva Contact Center, to ensure the required campaign information is consistently applied during inbound call handling.

An enhancement was made to Nextiva Contact Center, to the agent experience to provide clearer visual identification of the currently active call when managing multiple calls.

An enhancement was made to Nextiva Contact Center, to the payment verification experience by adding card verification details to the agent payment token popup.

An enhancement was made to Nextiva Contact Center, to the context menu functionality through an update to the underlying menu framework.

A change was made to Nextiva Contact Center, to improve handling of missing or uninitialized login times in the Supervisor Dashboard.

A change was made to Nextiva Contact Center, the retention time for call recordings can be different for different campaigns.

Assembled can now connect to Nextiva Contact Center (NCC) as a Workforce Management to forecast staffing needs, monitor agent utilization, and optimize operational performance.

A change was made to Nextiva Contact Center, that provides greater visibility into card verification results during tokenization.

to ensure that all payment attempts are accurately recorded in the workitem history when using the survey-based Pay-By-Phone function, so there are no gaps in the timeline of events.

A change was made to Nextiva Contact Center, A change was made to Nextiva Contact Center, to ensure that prompts in the Play & Collect Digits workflow component repeat as configured.

An enhancement was made to Nextiva Contact Center, in the Campaign object in the Recording tab the Filename Format field can now support these additional dynamic fields as placeholders:

An enhancement was made to Nextiva Contact Center, survey input fields can now trigger action buttons when a user presses the Enter key.

A change was implemented in Nextiva Contact Center, in a chat survey with multiple components, the second panel with no configrued dimensions inherits the survey’s dimenstions.

A change was implemented in Nextiva Contact Center, so when users use multi-screen recording, users have all screen recordings and all audio.

A change was implemented in Nextiva Contact Center, so the chat window for chats does occupy the whole screen on mobile devices.

A change was implemented in Nextiva Contact Center, so that when opening a chat-based survey via a URL on a mobile device, the page does display correctly and does not result in a broken or inconsistent view.

A change was implemented in Nextiva Contact Center, so that when playing a voicemail in the Voicemail widget, the entire message is played, and the player is not reset during playback.

An enhancement was made to Nextiva Contact Center introducing a new API for loading leads more efficiently.

A change was implemented in Nextiva Contact Center, so that NCC users receive multiple images from a single MMS message from an external number.

A change was made to Nextiva Contact Center in Looker Studio reports so the calendar day of the week and local time is caluculated and then the day is adjusted accordingly.

A change was implemented in Nextiva Contact Center, so when users modify a user survey section from the History once a workitem associated with a survey is dispositioned.

A change was made to Nextiva Contact Center, so when users dial or transfer calls through the company directory, there is a system notification or Chrome alert displayed to users.

A change was made to Nextiva Contact Center so PDFs of interactions can be downloaded in the history of all workitems.

A change was made to Nextiva Contact Center so when using a template when sending manual outbound SMS workitems and replacing some of the template’s content in the Message field of an outbound SMS workitem, the message is sent without the…

A change was made to Nextiva Contact Center, so that when a PSTN user calls a WebRTC agent via a queue or direct call), the agent dials an IVR number, and all call legs are conferenced together, DTMF input from the PSTN caller is…

A change was made to Nextiva Contact Center, so that transcriptions do display in the Recording object for campaigns with transcription enabled, as well as the history of the phone workitem.

A change was made to Nextiva Contact Center, if attempting to place an outbound call from a campaign using DNO-listed Caller ID, the call will be blocked and the following pop-up message will now appear: “Call failed due to DNO.

Multi-screen recording is now a feature in Nextiva Contact Center.

A change was made to Nextiva Contact Center.

Nextiva Contact Center now supports SAML (Security Assertion Markup Language) authentication.

Previously, the Auto-Dial Timer feature was configured at the User Profile level.

An enhancement was made to Nextiva Contact Center; email traffic from EU and UK clusters in Nextiva Contact Center is now routed through the SendGrid EU instance.

The following entities are no longer in use and have been deprecated across all NCC tenants:

A change was made to Nextiva Contact Center, that updates the phone number formatting logic to always use the tenant’s configured default country code when formatting numbers for outbound calls, instead of hardcoding the default to +1 (US).

A change was made to Nextiva Contact Center, so that only dispositions that match the active work item type are displayed.

A change was made to Nextiva Contact Center, that removes the NCC agent leg’s scheduling of the recording, so there is only one recording in the GCP bucket.

A change was made to Nextiva Contact Center, the OutboundList initialization is now set to active=false to match the behavior of the campaign.

A change was made to Nextiva Contact Center, so that when an agent mutes their microphone during a transcribed call, transcription for the other party is not disabled.

A change was made to Nextiva Contact Center, so NCC agents can mazimize and minimize videos in the workitem view in NCC.

A change was made to Nextiva Contact Center, the service logic was updated to handle voice message payloads (media-only messages) correctly and sends messages when the SMS body is empty but contains a media URL.

The report builder is now released for all customers.

A change was made to Nextiva Contact Center so that NCC agents' headsets don’t stop sending and receiving audio throughout the day, and whenever an audio device is changed, the browser sends an event to notify the web app that the audio…

A change was made to Nextiva Contact Center to the configuration of the HTTPClient, to avoid using proxies and to discard idle connections older than 5-10 minutes, preventing errors

The Report Builder in Nextiva Contact Center (NCC) is a no-code, self-service report builder and dashboarding solution.