Nextiva CX - Troubleshooting Common Issues

Below are the most common troubleshooting issues and how we troubleshoot.

Please reach out to Nextiva Support if the issue persists by submitting a case. We're happy to help you troubleshoot and get your NextivaCX running smoothly!

To ensure your NextivaCX workspace is ready to handle customer interactions, there are a few key elements you'll need to configure:

At Least One Social Media Channel

Connect at least one of your social media accounts (Facebook, X, Instagram, etc.) to your workspace.

An Organizer with Rules

The Organizer helps automate your workflow by routing incoming messages and assigning cases.

• Automatic Creation: In most cases, an Organizer is automatically created when you set up a new workspace.
  
  
• Manual Creation: If you don't see an Organizer, you can easily create one manually.
  
  
• Essential Rules: Create at least one rule for each connected channel (social media, messaging app, email) within your workspace.
  
  
• Rule Conditions: Each rule should have the condition "All mentions" set to "Include."
  
  
• Rule Actions: Each rule should also have an action to assign incoming interactions to a specific Workbasket.
  
  

A General Workbasket with Users

• Create a Workbasket: If you don't have one already, create a "General" Workbasket to handle unassigned or general inquiries.
  
  
• Add Users: Assign at least one user to the Workbasket.
  
  
• Confirm Access: Ensure that the assigned users have access to the workspace where the Workbasket is located.

The Bot Builder widget is exclusively available in our Engage and Power Suite packages. If you're on the Digital or Core package, this feature is an additional charge if used. If you’d like to upgrade to include chatbot, reach out to Sales or your Project Manager today!

Are You in the Right Workspace?

Each chatbot is linked to a specific Live Chat, and you can only have one Live Chat per workspace. If you have multiple Live Chats on different websites or pages, make sure you're working in the correct workspace.

1. Go to the Home screen.
   
   
2. Select the Onboarding tab.
   
   
3. Check the workspace name at the top. Is this the workspace associated with the website where you're having trouble with the chatbot?
   
   

Is the Correct Chatbot Activated?

If you've created multiple chatbots, double-check that the right one is selected for your Live Chat.

1. Go to the Home screen.
   
   
2. Select Live Chat.
   
   
3. Click on Add Live Chat (or edit your existing one).
   
   
4. Go to Advanced Options and select Chatbot.
   
   
5. Verify that the chatbot selected here matches the one you want to use.
   
   
6. For further confirmation, go to Settings and select Chatbot Configurations. Check the active chatbot for your Live Chat.
   
   

Confirm the First Node in Flow is Start Node

1. Select Settings.
   
   
2. Select Chatbot Configuration.
   
   
3. Select the vertical ellipses. 
   
   
4. Select Edit Chat Flow.
   
   
5. Select the first node in the chatbot builder.
   
   
6. Select the vertical ellipses.
   
   
7. Select Set as start node.

If you're having trouble connecting your Instagram page to NextivaCX, even after entering your credentials, follow the below steps.

Ensure You Have a Business Page

• Make sure that you have a business page for Instagram and Facebook, not a personal profiles.
  
  
• You'll also need a business Facebook page linked to your Instagram account.

Connect Facebook and Instagram (if not already)

Since Facebook and Instagram are both owned by Meta, they need to be linked for a successful connection to NextivaCX.

Steps to link from Instagram

Step to link from Facebook

Verify the Connection in NextivaCX

1. Go back to the Social Channels widget in NextivaCX.
   
   
2. Try connecting your Instagram page again. If the connection is successful, you should see your Instagram page listed under the Connected accounts section.
   
   

XBert Tip: If you still can't connect your Instagram page, ensure that you have the necessary permissions on both your Facebook and Instagram accounts to manage the page you're trying to connect.

Below are the most common troubleshooting issues and how we troubleshoot.

Please reach out to Nextiva Support if the issue persists by submitting a ticket. We're happy to help you troubleshoot and get your NextivaCX and running smoothly!

To ensure your NextivaCX workspace is ready to handle customer interactions, there are a few key elements you'll need to configure:

At Least One Social Media Channel

Connect at least one of your social media accounts (Facebook, X, Instagram, etc.) to your workspace.

An Organizer with Rules

The Organizer helps automate your workflow by routing incoming messages and assigning cases.

• Automatic Creation: In most cases, an Organizer is automatically created when you set up a new workspace.
  
  
• Manual Creation: If you don't see an Organizer, you can easily create one manually.
  
  
• Essential Rules: Create at least one rule for each connected channel (social media, messaging app, email) within your workspace.
  
  
• Rule Conditions: Each rule should have the condition "All mentions" set to "Include."
  
  
• Rule Actions: Each rule should also have an action to assign incoming interactions to a specific Workbasket.
  
  

A General Workbasket with Users

• Create a Workbasket: If you don't have one already, create a "General" Workbasket to handle unassigned or general inquiries.
  
  
• Add Users: Assign at least one user to the Workbasket.
  
  
• Confirm Access: Ensure that the assigned users have access to the workspace where the Workbasket is located.

The Bot Builder widget is exclusively available in our Engage and Power Suite packages. If you're on the Digital or Core package, this feature is an additional charge if used. If you’d like to upgrade to include chatbot, reach out to Sales or your Project Manager today!

Are You in the Right Workspace?

Each chatbot is linked to a specific Live Chat, and you can only have one Live Chat per workspace. If you have multiple Live Chats on different websites or pages, make sure you're working in the correct workspace.

1. Go to the Home screen.
   
   
2. Select the Onboarding tab.
   
   
3. Check the workspace name at the top. Is this the workspace associated with the website where you're having trouble with the chatbot?
   
   

Is the Correct Chatbot Activated?

If you've created multiple chatbots, double-check that the right one is selected for your Live Chat.

1. Go to the Home screen.
   
   
2. Select Live Chat.
   
   
3. Click on Add Live Chat (or edit your existing one).
   
   
4. Go to Advanced Options and select Chatbot.
   
   
5. Verify that the chatbot selected here matches the one you want to use.
   
   
6. For further confirmation, go to Settings and select Chatbot Configurations. Check the active chatbot for your Live Chat.
   
   

Confirm the First Node in Flow is Start Node

1. Select Settings.
   
   
2. Select Chatbot Configuration.
   
   
3. Select the vertical ellipses. 
   
   
4. Select Edit Chat Flow.
   
   
5. Select the first node in the chatbot builder.
   
   
6. Select the vertical ellipses.
   
   
7. Select Set as start node.

If you're having trouble connecting your Instagram page to NextivaCX, even after entering your credentials, follow the below steps.

Ensure You Have a Business Page

• Make sure that you have a business page for Instagram and Facebook, not a personal profiles.
  
  
• You'll also need a business Facebook page linked to your Instagram account.

Connect Facebook and Instagram (if not already)

Since Facebook and Instagram are both owned by Meta, they need to be linked for a successful connection to NextivaCX.

Steps to link from Instagram

Step to link from Facebook

Verify the Connection in NextivaCX

1. Go back to the Social Channels widget in NextivaCX.
   
   
2. Try connecting your Instagram page again. If the connection is successful, you should see your Instagram page listed under the Connected accounts section.
   
   

XBert Tip: If you still can't connect your Instagram page, ensure that you have the necessary permissions on both your Facebook and Instagram accounts to manage the page you're trying to connect.