Nextiva NEXT - NEXT Studio - AI Employee Functions and Examples

send_otp_to_contact

Sends a one-time password (OTP) to the user's phone and email for identity verification.

otp – 4-digit OTP contactNumber – user's phone emailAddress – user's email

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Use when verifying the customer before sharing sensitive information or completing an action.

Only supports sending outbound OTP.

verify_otp

Verifies the OTP entered by the user.

otp – code entered by customer

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Confirm the user's identity after you send an OTP.

Requires a previously generated OTP.

transfer_to_department

Transfers the conversation to another department inbox.

department_name – e.g., Billing, Sales

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Move the conversation when the customer needs a specialized team.

Works only for departments configured in your tenant.

send_email

Sends an email to the user.

subject, message, emailAddress

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Send a follow-up email with details or documentation.

Uses your domain's outbound email integration.

send_sms

Sends a text message to the user.

phone_number, message

media_url (for MMS)

Send a confirmation or follow-up text after a ticket or appointment.

Uses your registered 10DLC number.

hubspot_search_contact

Retrieves a HubSpot contact.

phoneNumber

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Look up a customer before proceeding with support or lead qualification.

Returns the contact tied to the phone number.

hubspot_create_ticket

Creates a support ticket in HubSpot.

ticketName, ticketDescription, contactPhoneNumber

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Log an issue described during a conversation.

Uses the phone number the user provided.

hubspot_get_tickets

Fetches HubSpot tickets for a customer.

contactPhoneNumber

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Show historical issues before continuing a support flow.

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hubspot_create_lead

Creates a lead in HubSpot.

name, phone, metadata

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Collect lead details during a sales conversation.

Sends details to your CRM instantly.

hubspot_update_contact

Updates an existing HubSpot contact.

firstName, lastName, email, phone

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Refresh customer details when changes are provided.

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salesforce_get_contact

Retrieves a Salesforce contact.

phoneNumber

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Identify a customer before resolving their issue.

Looks up contact by phone.

salesforce_create_ticket

Creates a Salesforce case.

phone, ticketSubject, ticketDescription, caseType, origin

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Log a customer issue into Salesforce.

Creates a case with the provided details.

salesforce_fetch_tickets

Fetches cases created for a contact.

businessPhone

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View the customer's historical tickets.

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salesforce_create_lead

Creates a lead in Salesforce.

firstName, lastName, phone

companyName

Create a sales opportunity for follow-up.

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zoho_search_contact

Retrieves a Zoho contact.

phoneNumber

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Fetch contact details before troubleshooting.

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zoho_create_ticket

Creates a Zoho ticket.

phone, ticketSubject, ticketDescription

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Log a support issue into Zoho.

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zoho_get_tickets

Fetches Zoho tickets for a contact.

phone

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Review previous conversations or issues.

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zoho_create_lead

Creates a lead in Zoho.

firstName, lastName, phone

companyName

Capture lead details from a conversation.

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zoho_update_contact

Updates a Zoho contact.

firstName, lastName, email, phone

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Apply contact updates provided by the customer.

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get_appointments

Retrieves upcoming appointments.

contactNumber or date

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Show the user their upcoming bookings.

Returns only appointments visible to the tenant.

delete_appointment

Cancels an existing appointment.

appointmentId

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Remove a scheduled appointment on user request.

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google_book_appointment

Creates a new Google Calendar appointment.

start, end, contactName, meetingDescription, calendarId, contactEmailAddress

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Schedule a call or meeting.

Only events on a single calendar are supported.

google_check_availability

Checks availability across a time window.

start_date, end_date, calendarId

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Suggest possible booking times.

Checks one calendar at a time.

google_get_appointments

Gets booked appointments.

start_date, end_date, calendarId

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Show future appointments for a user.

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google_update_appointment

Updates an existing appointment.

appointmentId, start, end, eventId

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Reschedule an event.

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google_delete_appointment

Deletes an appointment.

eventId

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Cancel an already booked appointment.

Appointment must exist.

outlook_create_appointment

Schedules an Outlook appointment.

start, end, eventTitle, eventDescription, contactEmailAddress, calendarId

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Book a follow-up call or meeting.

Creates event on primary calendar.

outlook_get_appointments

Retrieves booked Outlook appointments.

start_date, end_date

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View upcoming appointments.

Only primary calendar supported.

outlook_check_availability

Checks available time slots.

start, end

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Provide appointment options to the customer.

Does not check across multiple calendars.