IM&P Service Decommissioning

Dear valued customers,

This is a notification of a change in service on your Nextiva Call Center product. The Instant Messaging and Presence (IM&P) service will start deprecation in November for some customers and will be deprecated for all customers by Q2 of calendar year 2026. The IM&P service deprecation is required in order to upgrade and continue to deliver a great experience with our Call Center product. Note, this is not the ACD function nor does this affect the ACD status function. The ACD will remain fully functional. This only affects IM&P service, which provides chat with presence.

The IM&P service provides the instant messaging feature, allowing you to chat with your contacts. Below is an example of the Receptionist dashboard with red boxes around the instant messaging box on the bottom right and the “My Availability” pull-down menu on the top right. 

When the IM&P service is turned off this your “My Availability” pull-down menu will be removed, and you will no longer have the ability to chat among contacts. See the examples below on the Receptionist and Agent dashboards.

Who will be affected by the IM&P service deprecation? A majority of you have been contacted and asked this question. Over 98% of you have responded that you don’t use the instant messaging and presence features. However, a handful of you have said this change does impact your operations. In our pursuit to deliver amazing service to you, we do have a solution that allows you to keep your contacts and call history, and only requires you to log in to a different UI. Please contact your Nextiva representative so we can transition you seamlessly, or click here.

If you are not impacted by the deprecation of the IM&P service, then there is no action on your part needed. You may see a yellow banner on top of your UI if you are logged on at the time we deprecate the feature. If you do, simply log off and log back on to make that banner disappear. No other changes or effects will be seen. Thank you for your support as we upgrade our platform and continue to deliver an amazing customer experience.