Nextiva NEXT - NEXT Studio - Workflows

Default Workflows

Some Workflows will be created by default; you will see them as an Administrator the first time you log into NEXT. You will see them under the Workflows area in NEXT Studio. Explains what they are called and what they are used for:

Workflow Templates

Workflow templates help you get started quickly by providing pre-built flows for common use cases. Templates include key components, recommended routing steps, and helpful configuration points so you can adapt them to your needs without building everything from scratch.

Templates are available when you select Create from the Workflows page.

Template Overview

When you create a workflow, you can choose from a library of pre-made templates. Each template includes:

• A preconfigured flow designed for a specific communication channel

• Recommended components for that scenario

• A clear starting structure you can customize

• Built-in routing best practices for voice, SMS, email, or social channels

You can still modify any component or add new steps after selecting a template.

Updated Template Options

Templates use the improved components and workflow builder capabilities, including:

• The unified IVR Phone Menu (for voice templates)

• Transfer components updated with modern routing options

• Improved prompt handling through Play Prompt / Say

• Enhanced inbox routing and fallback logic

This ensures that new workflows start with the most up-to-date building blocks.

Template Details and Descriptions

Each template includes:

• A title

• A short description of when to use it

• A preview of what the workflow does

• The basic routing outline that will appear on the canvas

You can select the white information area above the Use button to expand the full template description.

After Selecting a Template

Once the template loads into the Workflow Builder:

• Review the nodes and conditions added

• Update routing paths to specific inboxes or users

• Customize prompts or messages

• Extend the flow using the Components panel if needed

• Verify conditions such as business hours, caller attributes, or message content

Templates give you a strong foundation, but you remain in full control of the routing logic.

Best Practices When Using Templates

• Choose a template that aligns with the communication channel you are working with (Voice, SMS, Email, Social, Live Chat).

• Update the default names and descriptions to match your business context.

• Review all fields and tooltips inside components before publishing the workflow.

• Test the workflow after adjustments to ensure the routing behaves as expected.

Templates are designed to help you move quickly while providing flexibility to adapt the workflow to your customer experience.

Components Panel

The Components panel is where you select the building blocks used to create workflows. The panel now organizes components based on the communication source you are working with. Only the components that apply to that source are shown. This helps reduce clutter and makes it easier to find the item you need.

Source-based Component Groups

The Components panel updates automatically depending on the workflow type you are editing. For example, voice workflows show voice-specific components, and SMS workflows show components designed for messaging.

This ensures that you only see components that apply to the channel you are configuring.

Frequently Used

Each source includes a Frequently Used group. This section highlights the components that are most commonly used to build standard workflows. It allows you to quickly access the items needed to create common routing patterns without searching through all component categories.

Deflection

For some sources, the Components panel includes a Deflection group. These components help offload or redirect interactions when appropriate. Examples include callback options or voicemail routing. The components available in this group may vary depending on the workflow type.

Component Categories

Below the Frequently Used and Deflection groups, components are organized into additional source-specific categories. These categories help you navigate the full set of available functions more easily. Typical categories include items for routing, prompts, transfers, or data processing.

Each category expands to show the components available for that workflow type.

Grid or List View

You can switch between Grid view and List view when browsing components.

• Grid view displays components as cards with icons.

• List view arranges them vertically with names and descriptions.

Choose the view that makes it easier for you to scan and select the component you want.

Viewing a Component

Select a component from the panel to add it to the canvas. After placing it, you can open the configuration panel on the right to set up its details. Each component includes fields that control how it behaves in the workflow.

This structure helps you design workflows step by step while seeing all available options for the source you are working with.

Create a Workflow - From a Template

There are 3 ways to create a workflow. A workflow can be automatically created based on your channels in Administrator settings, from scratch, or from a template.

1. Once you are in NEXT Studio, select Workflows from the left navigation panel.

    

2. Select the blue Create button on the right hand side above the list.

    

3. You will see a list of pre-made templates, as well as the option to create a custom workflow template. The pre-made templates will have part of the flow set up already when you select one of them, which you can still edit.

    

4. Select whichever template you would like to use or view by choosing the blue Use button.

   • Select the white area above the blue Use button to read the full description of what the template is for. Selecting that area will expand the description.

        

5. This will bring you directly into the Workflow builder page. You will see multiple nodes and components listed already, since the template has filled in helpful options for you to review. It will have automatically named the Workflow for you.

   • You can select any box or line to edit it, or drag and drop relevant Components from the menu on the right to continue adding to the flow. You should review each Node to verify the information in it, like the Condition and Description fields.

      

6. Once you are on the Workflow builder page, the Components on the left hand side will help you create your Workflow. Search for a particular component using the search bar, or scroll through the list and expand different sections to find what you need.

1. Hover over each Component to view what it can be used for.

1. Drag and drop relevant Components into the main section of the screen to begin building with them. Move each component around by dragging and dropping it.

2. Zoom in and out to view the Components more easily using the zoom controls at the bottom left corner of the screen.

    

3. Use the search bar in the upper right corner of the screen to find a specific Component or section of the Workflow. This search bar will only search what is currently on the main area of the Workflow builder page, where you are building out your Workflow.

    

4. Selecting the flow icon to the left of the search bar will show you which action components are currently in use on the page, allowing you to quickly find and select specific ones.

    

5. Once a Component is on the screen, select it to edit the node. An edit box will appear once you have selected it, and the chosen component will have a blue box around it to indicate it is the one selected.

    

   • To delete a specific Component or node, hover over it, and it will turn blue with a red trash bin icon. A secondary pop up will appear, asking you to confirm if you would like to delete it. Select the red Yes button to delete.

        

6. After you have added a new Component to the builder page, an Edge will appear on the screen with Add on it. Select it to choose which option you want it to use from the drop down search area. Once you select a specific option, it will add additional steps to the flow.

    

   • To delete a specific Edge after it is created, the connection piece between two Components, select the gray X icon to the right of the name. Then choose the red Delete button.

        

7. Search for “execute” in the Components list to find the options to run your workflow. Drag and drop the appropriate component(s) onto the builder page and select it to edit it.

    

   • Use the Execute Script component under the Primary Actions dropdown in the Components menu to test your workflow.

      

     • Once you drag and drop the Execute Script component onto the workflow builder area, select it to view and edit it with your script. Select the gray Test button to try running your script.

        

8. Once you are done or if you need to take a break from building the Workflow, select the blue Save button in the upper right hand corner. To abandon all work done up until this point, select the Exit button.

    

   • The Exit button will revert the workflow to the last saved version of the design.

9. You will potentially see multiple flows listed in Workflows once you save it. This is the Workflow builder separating out the various flows into individual Workflow files. Remember, Workflows are essentially step-by-step instructions that tell the system what to do when there is an engagement, like when a customer calls in, sends a text, or an email. By building a flow your system is learning how to interact with customers and what information to present to them, given specific scenarios.

    

10. Next, follow the instructions in the Tie a Workflow to an Existing Journey section below to learn how to associate it properly.

Create a Workflow - From Scratch

There are 3 ways to create a workflow. A workflow can be automatically created based on your channels in Administrator settings, from scratch, or from a template.

1. Once you are in NEXT Studio, select Workflows from the left navigation panel.

    

2. Select the blue Create button on the right-hand side above the list.

    

3. You will see a list of pre-made templates, as well as the option to create a custom workflow template.

    

4. To select the custom workflow, select the pencil icon area.

    

5. A new window will appear to name your workflow and describe it. Remember to name it something similar to what you named your journey, so that later on, you know which ones should be tied together, using the Tie a Workflow to an Existing Journey section below, once you are done creating your workflow.

    

6. Once you are on the Workflow builder page, the Components on the left-hand side will help you create your Workflow. Search for a particular component using the search bar, or scroll through the list and expand different sections to find what you need.

    

   • Hover over each Component to view what it can be used for.

      

7. Drag and drop relevant Components into the main section of the screen to begin building with them. Move each component around by dragging and dropping it.

   • Zoom in and out to view the Components more easily using the zoom controls at the bottom left corner of the screen.

      

   • Use the search bar in the upper right corner of the screen to find a specific Component or section of the Workflow. This search bar will only search what is currently on the main area of the Workflow builder page, where you are building out your Workflow.

      

   • Selecting the flow icon to the left of the search bar will show you which action components are currently in use on the page, allowing you to quickly find and select specific ones.

      

8. Once a Component is on the screen, select it to edit the node. An edit box will appear once you have selected it, and the chosen component will have a blue box around it to indicate it is the one selected.

    

   • To delete a specific Component or node, hover over it, and it will turn blue with a red trash bin icon. A secondary pop up will appear, asking you to confirm if you would like to delete it. Select the red Yes button to delete.

        

9. After you have added a new Component to the builder page, an Edge will appear on the screen with Add on it. Select it to choose which option you want it to use from the drop down search area. Once you select a specific option, it will add additional steps to the flow.

    

   • To delete a specific Edge after it is created, the connection piece between two Components, select the gray X icon to the right of the name. Then choose the red Delete button.

        

10. Search for “execute” in the Components list to find the options to run your workflow. Drag and drop the appropriate component(s) onto the builder page and select it to edit it.

     

    • Use the Execute Script component under the Primary Actions dropdown in the Components menu to test your workflow.

       

      • Once you drag and drop the Execute Script component onto the workflow builder area, select it to view and edit it with your script. Select the gray Test button to try running your script.

         

11. Once you are done or if you need to take a break from building the Workflow, select the blue Save button in the upper right hand corner. To abandon all work done up until this point, select the Exit button.

     

    • The Exit button will revert the workflow to the last saved version of the design.

12. You will potentially see multiple flows listed in Workflows once you save it. This is the Workflow builder separating out the various flows into individual Workflow files. Remember, Workflows are essentially step-by-step instructions that tell the system what to do when there is an engagement, like when a customer calls in, sends a text, or an email. By building a flow your system is learning how to interact with customers and what information to present to them, given specific scenarios.

     

13. Next, follow the instructions in the Tie a Workflow to an Existing Journey section below to learn how to associate it properly.

Building Workflows – Improved Controls

The Workflow Builder includes several enhancements that make it easier to add components, understand what each step does, and configure workflows with more clarity.

These improvements help you move faster and reduce guesswork while designing flows.

Contextual Add Menu

When you add a new step to your workflow, the system now suggests components that fit naturally after the step you are building from. These suggestions appear when you select Add on an existing connector.

• You still have full access to every component.

• Suggested components appear at the top of the list to help you move quickly.

• You can use the search bar at any time if you know exactly what you want to add.

This improvement makes it easier to discover the next logical action without scrolling through the full list.

Tooltips on Components and Fields

Many components now include tooltips that explain what the component does when you hover over it.
Inside the component configuration panel, tooltips also appear on fields that may require additional context.

Tooltips help clarify:

• What a field controls

• When to use a component

• How a setting impacts the behavior of the workflow

These explanations appear directly in the builder so you do not need to leave the page to look up definitions.

Learn More Links Inside Components

Each component includes a Learn more link that opens a short description with:

• A plain-language explanation of the component

• A real-world example

• Guidance on how it is used in a workflow

This provides instant help while you design your workflow.

Improved Organization of Components

Component groups now use clearer structure:

• Frequently Used shows the components commonly added at the start of workflow design.

• Deflection includes components that provide fallback or alternative handling paths.

• Additional source-based categories remain available for more advanced routing options.

This organization makes it easier to scan the list and find what you need without searching.

Using the Enhanced Controls

These improvements work alongside your existing workflow-building steps. You can:

1. Select Add on a connector to open suggested components.

2. Hover over a component or field to read its tooltip.

3. Select Learn more inside a component for examples and definitions.

4. Switch between component groups to browse related options.

These controls help you build workflows more confidently by showing helpful details at the moment you need them.

Tie a Workflow to an Existing Journey

Once you have created a Workflow - either from scratch or from a template - you will want to tie it back to an existing Journey.

1. After saving your Workflow, navigate back to your Journey by selecting it from the Journeys menu. Select the ellipses menu and then select Edit Journey from the dropdown.

1. Choose the specific flow you would like to edit further by selecting the ellipses menu and selecting Edit.

1. Use the Execute Flow component under the Workflow Logic & Actions section to associate your existing Journey with your Workflow.

1. Select the Execute Flow component, then from the dropdown Flow identifier, select the relevant flow to add.

1. Now the Workflow has been associated with the correct Journey. Next up, you will need to assign the workflow to one of your company’s communication methods, based on what channels (calls, SMS, social media, email, live chat) your company uses.

   • Follow the instructions in the section below to learn how.

Assigning a Workflow to a Company Communication Method

After a workflow is created, you will need to assign the workflow to a phone number, if it is a workflow associated with a phone system for calling or SMS. This same process can also be used for adding live chat to the workflow, or emails, or social media.

1. Navigate back to your Journey by selecting it from the Journeys menu. Select the ellipses menu and then select Go to Overview from the dropdown.

1. This will bring you into the Manage Channels or Source Orchestration view. Select the Manage Channels component or the Source Orchestration one, whichever is at the top of the flow, and a new window will appear.

   

2. Select Add new channel or choose an existing Phone option in the Source dropdown on the left hand side within the panel.

   

3. Choose All Channels from the second drop down next to it.

   

4. Select the blue Save button.

   

5. Select one of the green gear Action nodes - an Execute flow node.

   

6. In the Flow Identifier drop-down in the Execute flow window, you will see the names of the workflows you previously created.

   

7. Select the relevant workflow to add your company phone number to a specific channel. You can add multiple channels within the same workflow and can repeat these steps to add additional flows, like for SMS or email or live chat. The white nodes indicate the channel type.

   

8. Once you are finished, select the blue Save button.

   

   • Repeat this process to add additional channels to this workflow journey, for whatever communication your company uses with its customers, but selecting the white + Add node from the various branches.

     

Viewing or Editing a Workflow

Take a look at existing workflows after they have been created. Change an existing workflow after it has been created.

1. Once you are in NEXT Studio using the Accessing NEXT Studio steps above, select Workflows from the left navigation panel.

    

2. On this page, you will see all existing Workflows. Scroll through to find the one you want to view or use the search bar. To view one in more detail, select the ellipses menu to the right of the name.

   

3. From the dropdown, choose Edit.

    

4. You can now view the details of that specific workflow. You can also edit it from here. Use the information from Step 5 onward in one of the Create a Workflow sections above.

Delete a Workflow

Remove an existing Workflow permanently from NEXT Studio.

1. Once you are in NEXT Studio, select Workflows from the left navigation panel.

    

2. On this page, you will see all existing Workflows. Scroll through to find the one you want to view or use the search bar. To view one in more detail, select the ellipses menu to the right of the name.

    

3. From the dropdown, choose Delete.

    

4. It will ask you to confirm; select Delete.

    

Bulk Delete Nodes or Components

You can remove a node or component along with everything connected below it using the bulk delete option. This is useful when cleaning up large or complex workflows, or when redesigning or removing unused paths.

To delete a node or component:

1. Hover over the node or component until it turns blue with a red trash bin icon appearing at the top.

2. Select the trash bin icon. A dropdown will appear with two options:

   • Single component – Removes only the selected node. All other components connected above or below it remain in place.

   • Entire branch – Removes the selected node and every component connected below it in the flow.

3. A confirmation prompt will appear. Select the red Yes button to complete the deletion.

Tip: Use Entire branch with caution on complex flows, it will permanently remove all downstream components from the