Nextiva NEXT - AI Employee FAQs

Routing, Number Assignment, and Admin Groups

Why are calls not routing to an AI Employee even after assignment?

Routing depends on channel assignment and default admin group linkage. AI Employees are supported only in the default admin group. If the default group is not linked to the AI Employee journey or workflow, calls will not route. Verify that the number is assigned to the default admin group and that the workflow leg exists in NEXT Studio.

What is the escalation path if the default admin group setup breaks?

A broken default admin group can be fixed manually by moving numbers back to the default admin group.

How does channel assignment link AI Employees to workflows and phone numbers?

Channel assignment automatically creates a workflow leg and links the selected phone number to the AI Employee workflow.

Can routing policies differ for multiple numbers or admin groups?

No. AI Employees are currently limited to the default admin group.

Can AI Employees be assigned to multiple phone numbers?

No. AI Employees currently work with one phone number only.

Workflow Components and Configuration

Which component should be used in the AI Employee workflow?

Use the Enter queue with AI employee component instead of the legacy transfer component.

Can AI behaviour differ inside and outside business hours?

Yes. AI-first or AI-last behaviour and inside versus outside business hours can be configured in the AI Employee setup.

What happens with hold music during AI-handled calls?

The default hold function with music works. Hold timer and hold music are adjustable in NEXT Studio.

Prompts, Receptionist Skill, and Phone Menus

Why does the receptionist skill override custom prompts?

The receptionist skill is present by default and is not customizable, so it overrides prompts added in custom skills.

Can phone menu prompts be customized before routing to AI or a human?

Yes. Prompts can be customized by editing the menu node in NEXT Studio.

Is it possible to add conditional options in the phone menu for different departments?

Yes. This can be done by creating multiple menu branches and linking them to specific queues or departments.

Human Transfer and Routing Logic

Is it safe to route calls back to AI after a human transfer?

No. Once a call is transferred to a human, the AI loses context and memory.

Can AI Employees route calls to different skills or inboxes?

Yes. AI Employees can route to multiple skills or inboxes based on the query.

Can a prompt be played before transferring a call to a department?

Yes. A prompt node can be added before the transfer step and conditions such as intent or business hours can be applied.

Can specific conditions be enforced before transferring to a human?

No. It is not possible to put specific conditions before a human transfer. The receptionist skill transfers to a human when the AI Employee cannot resolve the query or when the caller requests a human.

Fallback, Voicemail, and Callback Handling

How should fallback flows be designed for resiliency?

A non-AI fallback path should be added outside the AI Employee, such as routing to agents.

What is the best practice for fallback routing when AI fails?

Always add a non-AI fallback path outside the AI Employee, such as voicemail or an agent queue.

How do you route to voicemail when AI is unavailable?

Add a non-AI fallback flow outside the AI Employee that routes to voicemail or agents when the AI service is unavailable.

Can voicemail be offered in the same AI voice?

Yes. A recorded prompt in the AI voice can be used before routing the call to voicemail.

Can callback options be offered through AI?

Yes. A callback option can be added in the workflow before termination or transfer.

How are callback prompts configured?

Callback prompts are configured by adding a conditional branch with a prompt and linking it to the callback function.

SMS and Email Notifications

Can AI Employees send an SMS when a ticket is created?

Yes. This requires adding a Send SMS function in the workflow after ticket creation or within the skill prompts.

Is SMS notification automatic?

No. SMS notifications must be explicitly configured.

Can the SMS message content be customized?

Yes. Message content can be customized in the Send SMS function properties.

Why are SMS notifications not being delivered?

Common causes include missing SMS permissions or incorrect sender ID setup. Carrier settings and SMS function placement in the workflow should be verified.

Can AI send call summaries or collected information by email?

Yes. The Send Email function can be used and the recipient list must be configured manually. Emails can include call summaries and customer details.

Contact Capture and Ticket Creation

How does AI pass contact details to ticket creation?

AI captures contact information and passes it to the ticket creation function when the fields are mapped correctly in the workflow.

Can AI validate contact details before transferring a call?

Yes. A condition step can be added before the transfer function to check whether required fields such as phone number or email are populated.

Extensions and Custom Functions

Can phone number extensions be assigned to AI Employees?

Yes. This is done by recreating the Enter queue with AI employee workflow after the extension dial step.

Can AI Employees use custom functions?

Yes. AI Employees can call custom functions.