⌕
Contact usContact

Nextiva NEXT - Administrator Settings - Channels

Article 000003927 · Updated May 13, 2026 · 2,449 views

Calling

Calling allows administrators to configure inbound call routing and manage call-related settings for the account. From this section, you can define how inbound phone numbers route to Shared Inboxes or phone menus, and configure global calling behaviour such as call recording, transcription, and hold music.

Calling is the primary location for setting up inbound call routing. It does not control how calls are handled once they reach a Shared Inbox.

Accessing Calling

To access Calling settings:

  1. Navigate to Administration.

  2. Select Channels.

  3. Select Calling.

The Calling page opens in the context of the selected admin group or company.

Calling Page Layout

The Calling page is divided into two main areas.

 

  • Global call settings, which apply at the account level.

  • Inbound phone number routing, where each inbound phone number is configured individually.

The inbound phone numbers table displays all available inbound numbers for the account and shows their current routing status. Phone numbers that have not yet been configured display a status of Not setup.

Global Call Settings

Global call settings control account-wide calling behaviour. These settings do not determine where inbound calls are routed.

To access global call settings, select Manage settings.

From the left-hand navigation, you can configure the following options.

Phone Numbers

Use the Phone Numbers screen to manage inbound and outbound calling configuration.

From this screen, you can:

  • Set an outbound caller ID

  • Add or remove inbound phone numbers

  • Update outbound calling settings

It may take a moment for the Phone Numbers screen to populate.

Call Recording

Use the Call recording screen to configure call recording behaviour, including file service, file format, and related recording options.

 

Configure Recording Settings

On the Call recording page, configure the following options.

File Server

Select the storage server where call recordings will be saved.

Administrators can choose the configured file server that stores audio recordings generated during calls.

Filename Format

Define the naming structure used when saving recordings.

Example formats may include variables such as:

  • Caller number

  • Agent number

  • Date

  • Time

  • Call ID

This helps administrators organize and identify recordings more easily.

Apply Recording Consent on Two-party Regions

Enable this option if your region requires two-party consent before recording a call.

When enabled, the system will ensure recording consent is handled for both participants in regions that require it.

Disable Recording on Two-party Regions

Enable this setting if recording must be completely disabled in regions that require two-party consent.

This helps maintain legal compliance where recording is restricted.

Recording Notification Prompt

Select the audio prompt that informs participants that the call is being recorded.

The selected prompt is played at the start of the call.

Recording Notification Interval

Configure how often the recording notification is repeated during the call.

For example, the system may play a reminder prompt periodically to notify participants that recording is active.

Recording Percentage

Define the percentage of calls that should be recorded.

  • 0% – No calls are recorded

  • 100% – All calls are recorded

This option allows administrators to sample calls instead of recording every interaction.

Save Changes

After configuring the settings:

  1. Click Save to apply the configuration.

The updated call recording settings will apply to new calls.

Access Call Recordings

Administrators can view, play, and download recorded calls from the Call Recording section in the Admin portal.

Navigate to Call Recordings

  1. Navigate to Channels.

  2. Select Calling.

  3. Select Call recording.

 

The Call recordings & transcriptions page opens.

View Recorded Calls

The recordings table displays all available call recordings with the following information:

     

Column

Description

Recording ID

Unique identifier for the recording

Call ID

System identifier for the call session

From

Caller or agent who initiated the call

To

Recipient of the call

Inbox

Inbox associated with the call

Created on

Date and time when the recording was created

Duration

Length of the recorded call

     

Administrators can use the Search bar or Filters to locate specific recordings.

Play or Download Recordings

For each recording, administrators can:

  • Play the recording directly in the portal

  • Download the recording file

  • Open recording details

Use the action icons in the right column of the recording row to perform these actions.

Transcriptions

Use the Transcriptions screen to configure call transcription behaviour, including timing, duration, and supported languages.

General Settings

Use the General Settings screen to configure options such as:

  • Music on hold

  • Spoof ANI

  • Extension dialing

When changes are saved successfully, a confirmation message appears at the bottom of the screen.

Inbound Phone Number Routing

Inbound call routing is configured directly from the Calling page on a per-number basis. Each inbound phone number is configured independently.

Before a phone number can receive calls, routing must be configured for that number.

The inbound numbers table shows:

  • The phone number

  • The selected routing option

  • The routing destination

  • The current configuration status

  • Updated by and Updated date

Routing Options for Inbound Phone Numbers

Each inbound phone number can be configured using one of the following routing options.

  • Direct to inbox, which routes calls directly to a Shared Inbox.

  • Phone menu routing (IVR), which routes calls through a phone menu before reaching a destination.

  • Custom workflow, which uses workflows created in NEXT Studio for advanced routing scenarios.

The following sections describe the available routing options.

Route Calls Directly to A Shared Inbox

Use direct-to-inbox routing to send all calls from a phone number directly to a specific Shared Inbox.

To route a phone number directly to a Shared Inbox:

  1. In the inbound numbers table, locate the phone number you want to configure.

  2. In the Workflow column, select Direct to inbox.

  3. Select the Shared Inbox the number should connect to.

  4. Choose whether to apply a business hours schedule.

  5. Select where calls should be directed after hours. Available options include a Shared Inbox, a user, or voicemail.

  6. Select Save.

After saving, inbound calls to the phone number are routed directly to the selected Shared Inbox based on the configured schedule.

 

Route Calls Using A Phone Menu ( Ivr )

Use phone menu routing to allow callers to navigate a menu before reaching a destination.

To configure phone menu routing:

  1. In the inbound numbers table, locate the phone number you want to configure.

  2. In the Workflow column, select Phone menu routing (IVR).

  3. Select an existing greeting or create a new greeting by recording audio.

  4. Assign menu options to destinations. Destinations can include Shared Inboxes, users, external phone numbers, recorded messages, or replaying the greeting.

  5. Choose whether to apply a business hours schedule.

  6. Select where calls should be directed after hours.

  7. Select Save.

When a caller dials the phone number, the greeting plays and routes the call based on the caller’s selection.

 

Route Calls Using A Custom Workflow (next Studio)

Use custom workflow routing to apply advanced call routing logic created in NEXT Studio.

To route a phone number using a custom workflow:

  1. In the inbound numbers table, locate the phone number you want to configure.

  2. In the Workflow column, select Custom workflow.

  3. Select an existing workflow from the list.

  4. Select Save.

Custom workflows support advanced routing scenarios, such as conditional logic, integrations, or complex call flows. Workflow creation and management are handled in NEXT Studio.

 

Important Note About Custom Workflows

Custom workflows are optional and intended for advanced use cases. For most inbound call routing scenarios, direct-to-inbox or phone menu routing is sufficient.

Business Hours and After-hours Behaviour

Business hours and after-hours behaviour are defined when configuring inbound phone number routing.

  • Business hours determine when calls follow the primary routing configuration.

  • After-hours behaviour determines where calls are routed outside of business hours.

Business hours settings do not change how calls are handled inside a Shared Inbox.

Relationship to Shared Inbox Calling Settings

Calling determines where inbound calls are routed. Shared Inbox settings determine how calls are handled after they reach an inbox.

Shared Inbox calling settings include options such as greetings, call distribution, overflow behaviour, and voicemail configuration. These settings are managed within each Shared Inbox and are not configured from the Calling page.

Routing Status and Validation

A phone number is considered active once routing is configured and saved successfully.

If a phone number displays a status of Not setup, inbound calls to that number are not routed until configuration is completed.

Sms Text

Business messaging registration for SMS is available here. 10 DLC rules are explained at the link on the page under Learn more and you can see 10DLC submissions and their status.

 

Start Registration

Set up business registration for texting. You or another Administrator may have already completed these steps during onboarding.

  1. After accessing the Administrator Settings area, select the SMS text button at the bottom of the left-hand navigation bar.

     

     

  2. From here, select the blue Start Registration button.

  1. Select your company type: Private Company, Non-profit Organization, Government Company by selecting one of the squares. Select the blue Start registration button when done.

  2. Fill in the Brand registration information before selecting Next.

  3. Fill in the Customer consent information before selecting Next.

     

  4. Fill in the Messaging plan information before selecting Next.

     

  5. Fill in the Customer Prompts information before selecting Next.

     

  6. Fill in the Message contents information before selecting Next.

     

  7. Fill in the Privacy policy information before selecting Submit.

     

View Existing Registration

  1. After accessing the Administrator Settings area, select the SMS text button at the bottom of the left hand navigation bar.

 

  1. From here, you can view the submitted messaging registrations and download the related Excel file.

 

Live Chat

Create a Live Chat widget so your company can chat with its customers, or edit an existing chat widget.

  1. After accessing the Administrator Settings area, select the Live chat button towards the bottom of the left hand navigation bar.

     

  2. You can scroll through the list to edit, delete, duplicate, or view existing live chat widgets by selecting the ellipses menu to the right of any live chat’s name in the list.

     

    • Or select the Add live chat button to create a new one.

       

  3. Work on editing or creating your live chat widget. Edit the Name, Brand Name, Select theme, Select font, and Select logo fields to customize it to your company’s needs.

    • You can add a logo from your desktop or files.

    • The font and themes have a set number of options. Additional customization will be added in the future.

    • As you make changes, the example live chat widget in the bottom right corner will change to show you how it looks.

       

  4. Once it is created, you will see this screen:

     

  5. Select Back to live chat to see the list of all live chats. Or, to continue customizing and setting up your Live chatbot, select the blue Continue to advanced settings button.

  6. In the new screen, select the options in the left menu to customize your chatbot further.

     

    • Consider adding a welcome prompt that will appear when a customer first opens the chatbot.

    • You can add questions into the chat to help your team narrow down the problem further by creating a survey within User Surveys, accessible via the Pre-chat form screen.

  7. Once you are ready to add the chatbot to your company’s website, select the Installation option. From here, select the Copy code button, then paste that into your company’s website on the desired page.

     

 

Email

View and connect company wide, shared email accounts within NEXT. You can only add one email for each Admin group. You will need to authorize the email address to get it to work.

Connect An Email Account

If your account does not already have an email listed, then follow the steps below to connect one. It is possible that an Administrator for your account set this up already during the initial onboarding when your company first signed up for NEXT.

Connect A Gmail Account

  1. Select Connect under Gmail.

  2. Enter:

    • Email address

    • Gmail Client ID

    • Gmail Client Secret

  3. Select Next.

  4. Complete the Google OAuth authorization process.

  5. After successful authorization, you are redirected back to NEXT.

If authorization fails, an Authorize button appears in the table view. Select it to retry the OAuth process.

Connect An Outlook Account

  1. Select Connect under Outlook.

  2. Enter:

    • Email address

    • Tenant ID

    • Client ID

    • Client Secret

  3. Select Next.

  4. Complete the Microsoft OAuth authorization process.

  5. After successful authorization, you are redirected back to NEXT.

If authorization fails, select Authorize in the table view to retry.

 

Connect An Imap Account

In order to connect an email address for your company, you will need to know your IMAP, if you are not using a Client ID. NEXT supports connecting email accounts via IMAP and SMTP, commonly used for providers like Gmail.

  1. Within NEXT, navigate to Administrator Settings, then select Email from the left hand navigation menu, then select Add Email address.

 

  1. Enter the following information:

    • Email address: Address that you’re integrating with, for example support@falconhvac.com

    • Name: Enter a descriptive name for the mailbox, such as Support

    • Type: Select IMAP

    • Description: Optionally enter a description

    • Outbound email only: checking this box means that only outbound email will be sent, no inbound email will be ingested

  2. Enter IMAP credentials:

    • Username: Your email address

    • Password: App-specific password (see below for Gmail)

    • IMAP Host: Provided by your email provider (e.g. imap.gmail.com)

    • IMAP Port: Typically 993

    • SMTP Host: (e.g. smtp.gmail.com)

    • SMTP Port: Typically 465

    • Connection timeout: In ms, suggested value 3000

    • Read timeout: In ms, suggested value 5000

  3. Gmail-Specific information (only use if you are setting up a Gmail):

 

Set Up A Gmail Client Id

In order to connect an email address for your company, you will need to know the Client ID, if you are not using IMAP. If you already have a company Gmail account, you will likely wish to configure a Gmail Client ID. To authenticate Gmail accounts via OAuth instead of app passwords, you must register your own Google App. You will need to be an administrator for your company’s Microsoft account to complete these steps.

Creating a Google application

If you do not already have a Google application, complete the steps in this section first. OAuth (Open Authorization) is an open standard for token-based authentication and authorization which is used to provide single sign-on (SSO). OAuth allows an end user’s account information to be used by third-party services without exposing the user’s password.

NEXT relies on the OAuth2 protocol to obtain a token linked to a specific Gmail email account, and use the token for the emailing functionalities in NEXT.

  1. Visit the Google API Console to obtain OAuth 2.0 credentials such as a client ID and client secret that are known to both Google and your application.

  2. Use the Google Cloud Console to set this up. In the Email Account object in the Information tab, set the “Type” to Gmail Client ID.

    • In the Email Configuration tab, enter the “Gmail Client ID” and “Gmail Client Secret” obtained from a Google Cloud Platform OAuth 2.0 Client ID credential.

    • To configure the necessary credentials please refer to the following documentation:

      Create access credentials  |  Google Workspace  |  Google for Developers

      On the documentation, select Web Application as the Application type for specific instructions about how to create an OAuth client ID and follow those steps.

  3. For Nextiva Contact Center, there’s no need for Authorized JavaScript origins.

    The Authorized redirect URIs configuration should look like this:

    https://app.nextiva.io/provider/login/oauth2/code/google

    It may take 5 minutes to a few hours for settings to take effect.

  1. The Authorized domains configuration should look like this: nextiva.io

    • The email address configured in the NEXT UI must exist within the domain of the Google project.

    • After saving the email account with the changes described previously, it’s important to click on the Gmail icon in the upper-right corner of the screen.

    • This will open a pop-up window where users will be prompted to select an account to log in with.

      • The account selected must match the one configured in the NEXT UI.

      • After authenticating, the user will be prompted to give consent to the Gmail API’s Modify Scope.

    • More information here: OAuth 2.0 Scopes for Google APIs  |  Google for Developers

Steps to Configure the Gmail Client Id

  1. Register a new app in the Google Developer Console. If you do not already have the Google Application, complete the steps in the Creating a Google Application section above.

  2. Enable the Gmail API using these steps: Enable and disable APIs - API Console Help

  3. Create OAuth 2.0 credentials using these steps Manage OAuth Clients - Google Cloud Platform Console Help to generate your Client ID and Client Secret. Write the Client ID and Client Secret down once you have them to use to finish your company’s email setup, using the Connect an Email Account steps above.

Set Up A Microsoft Client Id

In order to connect an email address for your company, you will need to know the Client ID. If you already have a company Microsoft / Office 365 account, you will likely wish to configure a Microsoft Client ID. Microsoft account integration also uses OAuth, and the Client ID is required for identifying the Azure-registered application. You will need to be an administrator for your company’s Microsoft account to complete these steps.

  1. Log into the Azure Portal.

  2. Register a new application following the steps listed here: https://learn.microsoft.com/en-us/azure/healthcare-apis/register-application, which is also outlined in the sub bullets here:

    • Configuring a Microsoft Azure application

      • Create and configure a Registered Application in the Azure Portal.

       

      • In the Azure Portal, (https://portal.azure.com/#home) go to App Registrations and create a new application.

      • Select Accounts in this organizational directory only when asked for the supported account types.

        • Once created, the client and tenant IDs can be found in the Overview of the registered application.

      • Create the client secret by accessing Certificates & secrets. Bear in mind that the expiration of the client secret needs to be configured — the longest expiration date is 24 months.

         

      • In the Authentication section of the registered application, it is necessary to add a Web platform for Redirect URIs. This will create a list of URIs that need to be filled with Nextiva information, in this manner:

       

      • In the API permissions section, add the Microsoft Graph permissions to be used for email, like this:

        • Without these permissions, the calls via the Microsoft Graph API to operate with emails will fail.

        • Make sure to grant administrative consent to the permissions required, by clicking on Grant admin consent.

       

  3. Record your Tenant ID, Client ID, and Client Secret. Then go back to the Connect an email account section above to complete those steps.

Manage Configured Email Integrations

After successful setup, email integrations appear in a table view.

The table displays:

  • Email address

  • Provider

  • Status

  • Recovery actions (if applicable)

Authorize Again

If an integration requires reauthorization:

  1. Select Authorize.

  2. Complete the OAuth flow again.

Add Another Email Integration

To configure another email:

  1. Select Add email address.

  2. Repeat the provider setup steps.

You can configure multiple email integrations on the same campaign.

Delete An Email Integration

  1. Select the delete option for the email.

  2. Confirm deletion.

If all integrations are removed, the system returns to the empty state.

Social Media

View the available social media channels to add, set them up, or delete the account(s) from NEXT. At this time, the following social media applications are available to connect with NEXT:

  • Facebook

  • Facebook messenger

  • Instagram

Logging Into Your Company’s Social Media Account(s)

If your company has not set up social media accounts already, you will need to create those, and then log into those accounts to sync them with the NEXT product. To connect Instagram and Facebook accounts to third-party apps or manage them through Facebook Business Suite, you’ll need a Facebook Page and a professional Instagram account (either business or creator type). If your Page is part of a Meta Business Account, your Instagram account must also be added to that Business Account. Depending on how your accounts are configured, you may be required to log in using a Business Login for Instagram or a Facebook Login for Business. In some cases, a managed Meta account may also be needed to oversee your business assets.

  1. After accessing the Administrator Settings area, select the Social media button at the bottom of the left hand navigation bar.

 

  1. The available social media channels will be displayed, under the Available Social Channels area. If you do not see the social media type listed here, NEXT does not currently have a way to integrate that social media platform within the product.

  2. Select whichever social media application you would like to sync with NEXT.

  3. Once you select it, a new window will appear, asking you to log in to that platform.

 

  1. Type in your company’s username and login for that platform.

  2. It will ask you to select the Continue button to verify the account information is correct.

  3. Choose all of the pages within the social media account, or only some for NEXT to access. Select Continue.

  4. A new window will appear, asking you to verify the request for access. Select Save.

     

  5. Once you have logged in, you will see your company’s social media homepage in that window. You can close out of that pop up window.

  6. You will see that it is connected:

  7. Done, if you would like to add more than one social media account, you can repeat these steps for each account until all accounts are synced.

Delete Synced Social Media Accounts

Delete One Account

  1. After accessing the Administrator Settings area, select the Social media button at the bottom of the left hand navigation bar.

     

     

  2. Under the Connected social channels tab, you will see a list of connected accounts.

  3. If you only want to delete 1 account, select the Trash can icon next to that row.

     

  4. A pop-up will appear asking you to confirm that you want to delete that account. Select Delete.

 

Delete Multiple Accounts at Once

  1. After accessing the Administrator Settings area, select the Social media button at the bottom of the left hand navigation bar.

  2. Under the Connected social channels tab, you will see a list of connected accounts.

  3. Check the boxes next to the accounts you would like to delete. Once you have selected more than one account, a red Delete all button will appear above the list in the right hand corner.

 

  1. Select it to delete those accounts.

  2. A pop up will appear asking you to confirm that you want to delete those accounts. Select Delete.

     

     

Meetings

This area has video meeting settings, including dial-in phone number setup for phone conferences.

  1. After accessing the Administrator Settings area, select the Meetings button at the bottom of the left-hand navigation bar.

 

  1. Choose if you want all NEXT users to be able to use video meetings.

 

If desired, select a dial-in phone number to use for meetings.

 

 

Meetings view filters

The Meetings view on the unified homepage now includes enhanced filtering options. Users can switch between daily, weekly, and monthly views and navigate forward and backward across timeframes to see both upcoming and past meetings in a more flexible way.

This update applies to all users on the account and does not require any configuration from the Admin area.

 

 

Still need help with this?
Contact support