Nextiva NEXT - NEXT Studio - Journeys

Overview

Journeys provides a central place to review and manage the different customer experiences your business has created in NEXT Studio. Each Journey acts as a container for the workflows that power each communication channel: voice, SMS, email, live chat, and social messaging.

The Journeys page displays a list of all existing journeys, along with key details such as the communication channels included, the assigned admin group, the user who last updated the journey, and the most recent update time.

Viewing Journeys

When you open Journeys in the left navigation panel, you will see a searchable and sortable list of journeys.

Each row in the table includes:

• Name – The name of the journey

• Communications – Icons representing the channels configured in that journey (Voice, SMS, Email, Live Chat, Social, Messenger)

• Admin Group – Which admin group the journey belongs to

• Updated by – The last user who made changes

• Updated at – The timestamp of the last update

You can use the search bar to quickly locate a specific journey or sort columns to find recently updated or specific channel configurations.

Creating a Journey

1. Select Journeys from the left navigation.

2. Select Create journey.

3. Enter a Name and Description for the journey.

4. Select an Admin Group if applicable.

5. Select Save.

The new journey will appear in the list, and you can immediately begin configuring workflows for each channel.

Editing a Journey

To edit a journey:

1. Select the journey name from the list.

2. You will enter the Edit Journey area, which includes:

   • Information (name, description, admin group)

   • Workflows (all channel workflows belonging to this journey)

From the Information tab

• Update the journey name or description as needed.

• Select Save when finished.

Managing Workflows within a Journey

The Workflows tab displays every channel configured in the journey, grouped by channel type:

• Calling

• SMS

• Email

• Live chat

• Social media

• Messenger

Each section shows:

• The phone number / SMS number / email address / widget / social account

• The workflow assigned to that channel

• Who last updated it

• The updated date

• An actions menu (⋯) where you can edit the workflow

This layout makes it easy to see all channel-specific workflows in one place.

Editing a Workflow From the Journey

To edit a workflow directly from the journey:

1. Open the journey.

2. Select the Workflows tab.

3. Locate the channel you want to update.

4. Select the three-dot menu next to the workflow.

5. Select Edit.

You will be taken into the Workflow Builder to update logic, prompts, routing, or component steps.