Nextiva NEXT - NEXT Studio - AI Employee Skills and Integrations

Configure Skills

Overview

Each skill includes an optional Integration app connection, function permissions, and a training method. Each skill training includes the following steps: integration app selection, function permissions, and guided or manual training with Knowledge Base addition.

Use Guided setup for structured training or Write my own instructions for manual control.

Guided setup flow

1 – Connect apps

1. When Guided setup begins, the screen Do you need to connect any apps? appears.

2. If the skill requires an integration (for example, Calendar for Appointment Skill), select Add apps.

3. Choose from the available categories:

   • Calendar – Enables scheduling and appointment management.

   • CRM – Connects to Salesforce, HubSpot, or other CRM systems.

4. If no integration is required, select Next to continue.

2 – Choose app provider

1. If you added an app, the next screen lists providers such as Google or Microsoft.

2. Select your provider and authorize access.

3. The connected app appears under My connected apps with status Connected.

4. Select Next.

3 – Grant function access

1. The screen Which functions do you want me to access? displays available permissions.

2. Review and select the functions your AI Employee should perform:

   • Calendar functions – create_appointment, delete_appointment, get_appointments, check_availability.

   • CRM functions – create_lead, update_lead, get_lead_details.

   • General functions – send_sms, send_email, create_ticket.

3. Review each function's description before enabling it.

4. Select Next .

4 – Train the skill

1. Your AI Employee is now ready to be trained on this Skill. The Guided Training Assistant will open and begin asking you questions to complete the setup.

2. The assistant introduces the setup and asks 5–7 configuration questions about the Skill's purpose, scope, and expected responses.

3. Provide answers to each question, for example, define what types of requests the Skill should handle, when to escalate, and how to respond to specific customer intents.

4. As you respond, the assistant builds structured prompts, sample replies, and conditional logic based on your input.

5. When training reaches 100% , review the generated instructions, make any adjustments if needed, and select Save .

5 – Review Prompt Instructions

1. The summary lists:

   • Skill name and purpose.

   • Generated instructions and linked Knowledge Base collections.

2. Review all custom instructions and click Rewrite my prompt again if you want to optimize tone, grammar, or clarity.

3. When satisfied, select Save to apply your changes.

Write My Own Instructions

Use this option if you want full control over how the AI Employee behaves, responds, and escalates conversations.
This option works whether you create a skill from scratch or select a skill template you can always switch to writing your own instructions.

1. Select Write my own instructions instead of Guided setup.
   The manual editor opens, displaying four tabs in the left navigation:

   • Name & Description

   • Workflow & Instructions

   • Functions & Tools

   • Knowledge Base

2. Name & Description

   • Enter the Skill name and describe its role and purpose .

   • Example: For resolving user queries using retrieved knowledge, sending SMS messages, and creating support tickets when needed.

   • You can click Rewrite my prompt to automatically improve the clarity, tone, or structure of your description. This feature uses AI to suggest a polished version while keeping your intent intact.

   • Review the suggested edits before accepting or revising them further.

3. Workflow & Instructions

   • In this section, define how the Skill should operate during a conversation.

   • The editor is prefilled with a sample structure that includes:

     • Specialization : Describes the Skill's area of focus.

     • Conversation Flow : Step-by-step handling of tasks such as query resolution, ticket creation, and message communication.

     • Error Handling and Out-of-Scope Handling : Defines what the AI should do when it cannot resolve an issue or encounters an unsupported request.

     • Constraints : Rules to ensure compliance, tone consistency, and correct function usage.

   • You can modify these sections or add new ones.

   • Use placeholders such as {create_ticket} or {send_sms} to reference integrated functions.

4. Functions & Tools

   • List the tools the Skill can use during execution.

   • Each function includes a purpose and parameters. For example:

     • {send_sms} – Sends an SMS to a user.

       • Parameters: contactNumber , message

     • {create_ticket} – Creates a support ticket.

       • Parameters: purpose

   • Define additional functions as needed or remove unused ones.

5. Knowledge Base

   • You can attach a Knowledge Base collection to the Skill.

   • This allows the AI to pull verified information from your company's help articles or documents while responding.

6. Refine and Save

   • Review all custom instructions and click Rewrite my prompt again if you want to optimize tone, grammar, or clarity.

   • When satisfied, select Save to apply your changes.

Need help?
If you experience issues during setup, verify your permissions and check that each Skill includes at least one function and a valid Knowledge Base connection. For additional support, contact your system administrator.

Skill-specific notes

Try It Out for Skills

• Use the Try It Out panel on the right side to test each skill individually.

• Type a sample message and review the AI Employee's response.

• Tests do not create real tickets or analytics data.

CRM and Calendar Integration

Overview

CRM and calendar integrations allow the AI Employee to connect with external systems for managing leads, contacts, and appointments.
Once connected, the AI Employee can perform supported actions automatically through the associated skills.

CRM Integration

Supported providers

Connect a CRM

1. During Guided Setup or in Integrations , select Add apps .

2. Choose CRM from the available categories.

3. Select the provider: HubSpot , Salesforce , or Zoho .

4. When prompted, select Connect and sign in with your CRM credentials.

5. Authorize access for NEXT Studio to read and write lead and contact records.

6. When successful, the CRM status changes to Connected .

Field mapping

How it works

• When Lead Generation or Support Skills are active, the AI Employee automatically creates or updates CRM records.

• New leads appear with source NEXT AI Employee in the CRM.

• The AI Employee retrieves existing details using get_lead_details .

• If connection fails, the lead data is cached locally and retried once the CRM reconnects.

Error handling

• Duplicate records are automatically updated instead of re-created.

• Expired authorizations prompt a reconnect message in the Integrations panel.

• If field mapping is incomplete, the AI Employee proceeds with default fields only.

Calendar Integration

AI Employee appointment scheduling requires an active calendar integration.

Calendar connections are configured from the Meetings page in the Admin settings. The AI Employee uses this connected calendar to check availability and create or update appointments.

Prerequisite

Before enabling the Appointment Scheduling skill:

1. Navigate to Administrator Settings .

2. Open Meetings .

3. Connect a supported calendar provider.

4. Complete authentication.

5. Confirm the calendar status shows as connected.

If no calendar is connected, the AI Employee will not be able to:

• Check availability

• Create appointments

• Update appointments

• Cancel appointments

Supported providers

Connect a calendar

1. During Guided Setup, select Add apps , then choose Calendar .

2. Select a provider – Google Calendar or Outlook Calendar .

3. Authorize access using your account credentials.

4. When connected, the app appears in Active Integrations .

How it works

• The Appointment Skill uses the connected calendar to check availability, propose time slots, and confirm bookings.

• All appointments are added directly to the user's connected calendar with full event details.

• The AI Employee operates using the tenant's time zone.

Field mapping

Error handling

• If the calendar connection fails, the AI Employee pauses scheduling and prompts the user to reconnect.

• If a selected slot becomes unavailable, it automatically proposes the next available time within business hours.