Nextiva NEXT - My Inbox · Support Portal

Accessing My Inbox

My Inbox is a personal space or inbox for an Agent where the user can manage their inbound/outbound communications with both internal users and external users. Internal chats, SMS, calling, and video meetings can all be accomplished within My Inboxes.

Log in to NEXT via https://app.nextiva.io/lioncc/.
- Your login information was emailed to you from no-reply@nextiva.com. This email is triggered when a user is created in NEXT.
Once you log in, while on the homepage, you will see My Inbox to the left of the dashboard. This gives you a quick view of your messages and voicemails that are unread. You can select Go to My Inbox to get there at the top of that panel, or from the My inbox icon on the left navigation bar, under the Home icon.
Note:
When you open My Inbox for the first time, a guided walkthrough appears, highlighting key areas such as the message composer, filters, and conversation list. Select Got it on each tooltip to move through the guide. The walkthrough closes automatically once you finish it or if you refresh My Inbox.
You are now viewing My Inbox:

My Inboxes Areas

My Inboxes is intended to increase Agents' productivity, show personalized Agent-to-customer interactions, and be a place for Agent-to-Agent collaboration. It has all of your calls, SMS, and internal Collaboration messages in one place.

Start a New Conversation

You can message with internal and external people within the same chat using My Inbox. Perhaps you need help from another Agent or your Supervisor, and would like to be in the chat as well to make sure the customer’s needs are taken care of. Perhaps you want to text the customer back, call them, or schedule a video meeting with them. All of these tasks can be accomplished in My Inbox.

Note: You can now send and receive messages from all supported channels SMS, Email, Chat, Social Media, and Voice tickets, directly within My Inbox. Each message shows a small channel icon so you can quickly identify where it originated. Replies automatically use the same channel the customer used.

From this area, you can:

Make phone calls
Make or schedule video meetings
Start or continue internal chats
Send and receive SMS

Select the My Inbox icon on the left-hand navigation bar.

Select the Start Conversation button in the upper right corner of the left-hand panel in My Inbox.

Type in the name of the person you want to call, text, have a video meeting with, or chat (chat is internal only) with. If they are saved as a contact in NEXT, typing in their name will pull up their information. If they are not already a contact, you will need to type in their phone number manually.
- This chat can be to multiple people, or a 1 on 1 chat. It can include internal employees or external customers.
Select the name of the person(s) you would like to chat with, or manually type in a phone number and select the Enter/Return key on your keyboard.
- After being selected, the names and/or phone number will turn light gray.
Select the Start a conversation box below in the white message box to begin messaging, either as an internal chat or an SMS. Or select the phone icon or the video meeting icon if you want to call the person or group, or start a video meeting with them.
- When you start a conversation with other employees, these messages are routed through internal messaging. When you start a conversation with a phone number, it is routed through SMS.
- If you are sending an internal chat or an SMS, begin messaging back and forth with the selected recipients, using the blue send message icon in the bottom right-hand corner of the message box to send it to the recipient(s).
- You can access this conversation again anytime to respond or to review the messages by accessing My Inbox and going to All. Or by searching for the conversation using Global Search, which you can learn more about in the Global Search - NEXT KBA.

Use Canned (Pre-suggested) Responses

When replying to a conversation, you can use canned responses to respond faster and maintain consistent messaging.

To use a canned response:

Open a conversation in My Inbox or Shared Inbox.
Begin typing your reply in the message composer.
Select a canned response from the available suggestions.
Review and edit the message if needed.
Select Send.

Canned responses are reusable and help reduce repetitive typing while ensuring accurate replies.

Create a Channel

In My Inbox, a channel refers to a group chat between you and other team members; a dedicated space where coworkers can collaborate on specific topics, projects, or areas of interest.

For the Channels section in the CX Mode settings area, channels refer to the avenues through which incoming engagements are received.

Select the My Inbox icon on the left-hand navigation bar.

Select the Start Conversation button in the upper right corner of the left hand panel in My Inbox.

Follow the steps above in the Start a New Conversation section. Or navigate to an existing conversation between multiple coworkers that you would like to create a channel for.
Select the drop-down arrow next to the members of the chat.

Select the Members tab if it is not already chosen, then select Create channel.
Give the channel a name. Select Save.
Now that your group chat is a channel, you will see the # icon next to the name of the channel within My Inbox. You will see a note saying the chat has been converted into a channel in the chat history window.
- If you would like to make any changes to the channel, navigate to it and select the drop down arrow next to the name. From here, use the Members, About, and Settings tabs at the top to edit the members, edit the name, leave the channel, or archive the channel for the entire group.

Review Past Interactions

Select the My Inbox icon on the left-hand navigation bar.

In the left-hand panel in My Inbox, you will see all of your previous conversations, including calls, SMS, and internal messages to coworkers.

Select the tabs at the top to view All, External, Internal or Channel to narrow down your view further for past interactions.
- All - This is all the interactions you have had with internal and external people, via phone, chat, or SMS.
- External - Any calling or SMS interactions can be found here.
- Internal - References internal chat conversations with your supervisor or other Agents.
- Channel - Refers to a group chat between yourself and other team members; a dedicated space where coworkers can collaborate on specific topics, projects, or areas of interest.
Scroll through the list and select any interaction that you would like to review further. Once you select an interaction, it will appear in the right-hand panel within My Inbox. You can continue the conversation or simply scroll back through the interactions to see what occurred and when.

Filters for Past Interactions

Select the My Inbox icon on the left-hand navigation bar.

In the My Inbox left-hand panel, select the Filter icon in the top right of the panel.

A drop-down will appear. Choose whichever option you would like to look at further.

Once an option is selected, it will default to the All view within My Inbox and show you any interactions that match your filter. Select the Filter icon again to try another search, or simply scroll through past interactions, then navigate to the past interaction you want to look at further. You can either review it or send new messages/make a call to the contact(s).

Go to Specific Tickets

Select the My Inbox icon on the left-hand navigation bar.

In the left-hand panel in My Inbox, you will see all of your previous conversations, including calls, SMS, and internal messages to coworkers.

Scroll through the All list and select any interaction that you would like to review further. If there is a ticket associated with the interaction, the ticket number will appear in the upper right hand corner of the right hand panel.
Select it, which will take you directly to that ticket in the Shared Inbox area.
- See Shared Inbox for information about how to use the Shared Inbox.

Make a Call

Select the My Inbox icon on the left-hand navigation bar.

From within My Inbox, there are two ways to place a call.
- Navigate to a past interaction, as explained in Review Past Interactions section to select the phone icon in the upper right corner of the conversation to make a call to that contact.
- Start a new conversation, following the steps here in the Start a New Conversation section and then once you have selected the conversation box, select the phone icon in the upper right corner of that panel.
The calling buttons will appear at the top of NEXT.

View Voicemails & Voicemail Transcriptions

Select the My Inbox icon on the left-hand navigation bar.

Select the All or External area within My Inbox.

You will see your voicemails listed along with the rest of the interactions, or you can follow the steps for filtering and choose Voicemails to see all voicemails & the related transcriptions.
A new, unread voicemail will appear bolded within My Inbox. Select it to hear it.
- If the caller is not a saved contact, their name will not appear on the voicemail.
Within the right-hand panel, select the blue play button to hear the voicemail. The voicemail will begin playing through your headphones or computer speakers.
- To see the voicemail transcription for that call, select the blue View transcript button.
  - The transcript box will expand to show you the message.
After listening to the voicemail, it will no longer show up as new within My Inbox. You can search for it to review later on if needed. You can also call the person back right away, or send them a message from within the right hand panel in My Inbox.

Create a Video Meeting

Create a video meeting within NEXT to talk with coworkers or external contacts. Use Google Chrome as your web browser to schedule, create, and host video meetings.

Select the My Inbox icon on the left-hand navigation bar.

Select the + icon along the top of the left-hand panel in My Inbox.

In the Start a conversation window, type in the name(s) of the coworker or contact you wish to have a video meeting with and select their name(s). If the person(s) are not saved as a contact, but you want to have a video meeting with them, type in their cell phone number(s). Select Enter to add that person or phone number to the conversation.
Once you are done adding names or phone numbers, select the message part of the window. This will load any preexisting history with that group or individual. You will now see the phone call and video call icons in the upper right corner of this panel. Select the video camera icon.

It will give you the option to Meet now, which will start an instant meeting, or you can choose Schedule meeting, which will be for a future date and time.
- If you select View all meetings, you can see any meetings you have attended in the past or upcoming meetings.

Create an Instant Meeting

If you want to meet with coworkers or external contacts right away, host an Instant meeting.

After following the steps above in the Create a Video Meeting section, choose the Meet now option to start a meeting instantaneously.
A new window will open. If you are the meeting organizer, you will see this preview screen. You can turn on/off your microphone and camera here before you join the meeting, and specify what microphone, headphones or speaker, and camera you want to use. Select the blue Effects button to turn on the blurred background option. Select Launch meeting once you are ready to start.
You will see the Waiting for others to join screen.
After participants join the call, you have a number of settings options you can adjust during the meeting at any time.
- From left to right, the icons along the bottom of the window:
- Change your screen’s view from Gallery, Speaker, or Focus view on the far left hand side of the toolbar. See either the primary person talking or view all video windows simultaneously.
- Mute or unmute your microphone
- Turn on/off your camera and select the arrow next to the video camera icon to choose Effects, which will allow you to turn on/off the blurred meeting background
- Share your screen or a specific window
- Raise or lower your hand to request permission to speak during a meeting
- More options is under the ellipses menu icon. This includes your camera, microphone, and speaker options to use during a video meeting.
- Leave the meeting using the red button
- See the list of meeting participants using the people icon on the far right hand side of the toolbar.
You can now confidently participate and present in your video meeting.

Schedule a Meeting

Create a future meeting for yourself and others. You can schedule a meeting with people who are not coworkers or who are not listed as a contact, as long as you have a cell phone number for them.

After following the steps above in the Create a Video Meeting section, choose the Schedule meeting option for a meeting in the future.
A new window will open to schedule your meeting. Fill in the Title, the list of Participants, Date, Start and End times, and the Description. The meeting location will default to an online meeting.
- Add up to 10 participants. It does not matter which person you start with or what conversation you are in with them, you can still add or remove people from the Participants list here.
Select Send to schedule the meeting.
You will now see the meeting in the View all meetings area from the video icon dropdown in the upper right corner of the conversation window and under the communication history with that person or group in My Inbox.

Join a Scheduled Meeting

If you are the meeting organizer, you will see this preview screen. You can turn on/off your microphone and camera here before you join the meeting, and specify what microphone, headphones or speaker, and camera you want to use. Select the blue Effects button to turn on the blurred background option. Select Launch meeting once you are ready to start.
After participants join the call, you have a number of settings options you can adjust during the meeting.

From left to right, the icons along the bottom of the window:

Change your screen’s view from Dynamic view to Speaker view on the far left hand side of the toolbar. See either the primary person talking or view all video windows simultaneously.

Mute or Unmute your microphone
Turn on/off your camera and select the arrow next to the video camera icon to choose Effects, which will allow you to turn on/off the blurred meeting background
Share your screen or a specific window
- Then you will see the share screen window:
Raise or lower your hand to request permission to speak during a meeting. You will see any raised hands in the participants list and in the upper left corner of the video window within the meeting.
More options is under the ellipses menu icon. This includes your camera, microphone, and speaker options to use during a video meeting.
Leave the meeting using the red button
See the list of meeting participants using the people icon on the far right hand side of the toolbar. The person speaking will have a orange box around their avatar or video meeting.

View All Meetings

Find past meetings and scheduled future meetings in the View all meetings area.

After following the steps above in the Create a Video Meeting section, choose the View all meetings option to view a list of past and upcoming meetings.
From those tabs, you can select a future meeting you would like to view, edit, cancel, or join. You will not be able to edit the meeting or delete it if you are not the host.


Upcoming Meetings tab	Past Meetings tab

You can also navigate to the group chat or person you have a scheduled meeting with, via the My Inbox All section and select your conversation chat. From there, you will see all communications with them. Scheduled meeting or Instant meeting links will appear there. You can select the link from there to join the meeting.

Meeting in Progress or Cancelled

When a video meeting is in progress that you are the host of or were invited to, you will see this indicated in your communication history with the group members or the contact.

While you are in the video meeting, you will see it indicated at the top of NEXT so that if you navigate away from the video meeting screen, you can quickly locate it again.

When a video meeting is cancelled, that you are the host of or were invited to, you will see this indicated in your communication history with the group members or the contact.

Review Past Interactions (with SMS Auto-reply Added)

You can review previous conversations, including calls, SMS messages, and internal chats, directly from My Inbox.

To review past interactions:

Select the My Inbox icon from the left navigation bar.
In the left panel, you will see a list of your previous conversations, including calls, SMS, and internal messages.
Scroll through the list and select any interaction to view or continue the conversation.

Once selected, the interaction appears in the right panel, where you can review the conversation history or respond as needed.

SMS Auto-reply From Personal Inbox

When you are unavailable, NEXT can automatically send SMS replies from your personal inbox to help set expectations with customers.

Note:

When replying to an SMS conversation from My Inbox, messages are sent using the default outbound phone number configured for SMS.

Even if the original message was received on a different phone number, replies are sent from the default outbound number.

Automatic SMS replies are sent:

When you are marked Out of Office, or
During off business hours

The reply is sent from your personal inbox phone number and appears in the conversation history.

Important:

SMS auto-reply applies only to your personal inbox.
This does not apply to Shared Inboxes.
Auto-replies are sent automatically. You do not need to take any action when a message is received.

This helps ensure customers receive timely responses even when you are not actively monitoring messages.

Conversation Options - Delete, Archive, Mark as Read/unread

In the My Inbox panel, on the right-hand side, select any conversation that you want to permanently delete, archive, or mark as read/unread.
- For Deleting: If you choose to delete, the conversation will be deleted from My Inbox, and anywhere else the conversation appeared, like a ticket. It will only be deleted for you; it will still appear for others when they look at the ticket or the conversation, if they were a part of the conversation originally.
  - Once deleted, there is no way to recover a conversation.
  - If it was an internal conversation, then it will only delete for you; other employees will still see it in NEXT.
  - If it was an external conversation, it will be deleted from NEXT.
- For Archiving: Once a conversation is archived, you can find it using the filters option, under the Archived dropdown.
Hover over the conversation in the My Inbox panel on the right-hand side, and select the ellipses menu that appears.

Select Delete conversation, or Mark as Read/Unread, or Archive conversation, depending on your objective.
This exchange is now deleted, or mark as read/unread, or archived.
- If deleted, the information will be deleted across the platform, just for your account.
- If archived, you can find it underneath the filters, within the Archived drop-down option.