Nextiva NEXT - Administrator Settings - Admin Groups

Billing

View a company’s voice, transcription, live chat, and SMS usage for the past month. See your previous invoices and their status.

View Usage Overview

Along the top of the screen, there is a section titled Usage. This shows an overview of your current billing cycle, including the totals for your inbound and outbound calling and messages across your account. You can also quickly view live chats during that time frame and the number of transcriptions generated.

View, Search, & Download Invoices

Use the search bar to find a particular invoice. You can see the status of your invoice, the invoice date, the type of invoice, and the total amount for the invoice at a glance. Select the eyeball icon or the download icon to perform those specific actions.

View Your Company’s Billing Contact

At the bottom left side, view your company’s billing contact. This is the internal person(s) you can reach out to with questions about your company’s NEXT account.

Shared Inboxes

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

Add A New Shared Inbox

1. Select the Create inbox button.

2. A new window will appear. Fill in the information requested:

1. Select Next.

2. Type in the names of the Agents you would like to add, then type in the Supervisors you would like to add before selecting Next.

1. Adjust the SLAs for the inbox, then select the Save & finish button.

Edit or Delete An Existing Shared Inbox

1. Search for the name of the inbox you would like to edit or delete.

1. Once you find it, select the Edit or Delete icon.
   Note:

   • The default Shared Inbox cannot be deleted and must always have at least one phone number assigned.

   • If the default Shared Inbox has only one phone number, that phone number cannot be unassigned.

   • If the default Shared Inbox has more than one phone number, you can unassign a phone number as long as at least one remains assigned.

      

Editing

Editing the shared inbox will allow you to change the emoji icon, the name, description, distribution type, the people assigned as Agents or Supervisors to the inbox, and the SLAs. Choose from the menu options in the left hand navigation bar. Select Save at the bottom when you are done making changes.

Deleting

Selecting Delete will allow you to permanently delete the shared inbox. A window will appear to make sure you want to delete it. Select the red Delete button to proceed.

Shared Inbox Incoming Call Settings

Shared Inbox incoming call settings control how inbound calls are handled after they are routed to an inbox. These settings apply only to incoming calls that reach the Shared Inbox through direct routing, phone menus, or custom workflows.

To manage which phone numbers route to this inbox, use Administration > Channels > Calling.

Accessing Shared Inbox Incoming Call Settings

To configure incoming call settings for a Shared Inbox:

1. Navigate to Administration.

2. Select Shared inboxes.

3. Select the Shared Inbox you want to configure.

4. Select Calling.

Welcome Prompt

The welcome prompt is the message callers hear when a call enters the Shared Inbox.

You can configure whether a welcome prompt plays and how it behaves.

Use Welcome Prompt

Choose whether to:

• Play a welcome prompt before ringing agents.

• Skip the welcome prompt and play ringing only.

Welcome Prompt Recording

Select the audio recording used as the welcome prompt. You can use the default system prompt or select a custom recording.

Welcome Prompt Pattern

Select how the welcome prompt is played, such as playing the prompt once before ringing begins.

The welcome prompt does not control call routing.

Distribution

Available distribution types include:

Ring everyone at once, which rings all available agents simultaneously.

Ring users one at a time, which rings agents sequentially based on a defined order.

Priority Order

When Ring users one at a time is selected, you can configure a priority order for agents assigned to the Shared Inbox.

Select Edit priority order to:

• View the list of assigned agents.

• Drag and reorder agents to define the call offer sequence.

• Save the updated priority order.

Calls are offered according to the selected order. Each agent receives the call offer for a defined amount of time before it moves to the next agent.

If an agent does not answer within the offer window, the call is offered to the next agent in the priority list.

If multiple agents are configured, the system continues cycling through the priority order while the overflow timer has not expired.

Note: Priority order applies only to agents assigned to the Shared Inbox and currently marked as available.

Overflow

Overflow defines what happens when a call is not answered within a specified time. When using priority order, the system cycles through agents in the defined order until the overflow wait time is reached. If no agent answers before the overflow timer expires, the call is routed to the configured overflow destination

You can choose whether to enable overflow behavior.

If overflow is enabled, configure:

• The wait time before forwarding.

• The forward destination.

Forward destinations can include:

• Another Shared Inbox.

• A specific user.

• A phone number.

• Voicemail.

If overflow is disabled, the system continues cycling through available agents based on the selected distribution method until the call is answered.

Voicemail

Voicemail settings apply when calls are routed to voicemail for the Shared Inbox.

You must configure:

• The voicemail inbox used for the Shared Inbox.

• The voicemail greeting played to callers.

You can use the default system greeting or create and activate a custom greeting.

How Incoming Call Settings Work with Call Routing

Incoming call settings work together with call routing.

• Channels > Calling determines where inbound calls are routed.

• Shared Inbox incoming call settings determine how calls are handled after they reach the inbox.

For example, a phone number may route directly to a Shared Inbox. The Shared Inbox then applies its welcome prompt, distribution rules, overflow behavior, and voicemail greeting.

Knowledge Base

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. Knowledge base is used when setting up AI Employee Skills within NEXT Studio. 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.

Creating Knowledge Bases

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.

Create Knowledge Base

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 Shared Inbox. When mapped, knowledge from this knowledge base is available to Agents through NextIQ while they are working in that Shared 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.

Knowledge Base Usage Visibility

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

• Shared 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.

Article Status Indicators in Knowledge Bases

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.

Edit or Delete A Knowledge Base

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.

Adding 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.

Website Content Options

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.

Supported Article File Types

You can upload the following file types:

• PDF
  NOTE: 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

Supported Article Url Patterns

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.

Add An Article

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 for Structured Data

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.

Before You Begin

• 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.

Add An Article Using A Template

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.

Validate and Review the Upload

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.

Add More Structured Data to the Same Collection

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.

What You Can Ask After Ingestion

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.

Complete Article Details

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.

Viewing Article Ingestion Status

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.

Jsonl Article Status

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.

Filters & Search Bar

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.

Articles List View Vs Card View

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:

Schedules

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

Create A Schedule

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.

View or Edit A Schedule

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.

Delete A Schedule

1. Select the ellipses menu and choose Delete schedule.

    

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

Use Your Schedule in Next Studio

Use the schedules you create here to control how calls and workflows route in NEXT Studio. Business hours and holiday schedules appear as selectable options inside the Business hours component when building or editing a workflow.

How Schedules Work in Next Studio

• All schedules created in Administrator Settings automatically appear in the Business hours component in NEXT Studio.

• Studio currently displays all schedules together, and schedules are not filtered by type.

• The selected schedule determines whether interactions across all channels follow the Business Hours, After Hours, or Holiday routing path.

• If a time period overlaps. Holiday schedules take priority over Closed or standard business-hours routing.

• Any changes you make to a schedule in Administrator Settings are reflected automatically in Studio.

Apply A Schedule in Next Studio

1. Go to Administrator Settings

2. Under Channel section, select Calling

3. Select Route calls to my teams & inboxes, then select Edit call flow to open NEXT Studio.

4. Select the workflow you want to edit.

5. In the workflow canvas, select an existing Business hours component or add a new one.

6. In the configuration panel:

   • Open Business Hours Schedule (When You’re Open) and select your business-hours schedule.

   • Open Holidays Schedule (When You’re Closed) and select your holiday schedule, if applicable.

7. (Optional) Enable:

   • I want to create a new path to route daily breaks

   • I want to create a new path to route holidays

8. (Optional) Select Create additional workflow paths to generate custom routing options.

9. Select Save.

Naming Requirements for Schedules

• Schedule names cannot include the following characters:

• (space) " ! # % & ' ( ) * + , - . / ; : < = > ? @ [ \ ] ^ \ { | } ~`

• Schedules also cannot begin with a number.