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Nextiva NEXT - Salesforce Integration

Article 000003946 · Updated Mar 18, 2026 · 1,429 views
If your company does not currently pay for the Salesforce Integration, you will not be able to see the Salesforce section within your NEXT Shared Inbox(es). 

 

How to Get Access to the Paid Salesforce Integration

This integration is available for customers who already have a Salesforce account and would like to link it with NEXT, to create Salesforce tickets quickly out of the information available in NEXT. The NEXT Salesforce integration is an add on, and will incur additional cost for your account.

To have Salesforce added to NEXT, in addition to the cost you will incur on your Nextiva account, your company will need to pay for 1 additional Salesforce license as well to integrate it. Meaning, you will need to order another Salesforce license from Salesforce for it to work.

If you are interested in learning more, contact Nextiva's Support team or your Sales representative.

Accessing the Salesforce Integration

You can only access the Salesforce Integration within NEXT if you have chosen to pay for it as an add on. Otherwise, you will not see the Salesforce panel within the NEXT Shared Inbox(es).

  1. Log into NEXT via https://app.nextiva.io/lioncc/.

    • Your log in information was emailed to you from no-reply@nextiva.com. This email is triggered when a user is created in NEXT.

  2. In the left navigation, select Inboxes, then hover over Shared Inbox and select your inbox from the list that appears.

    • Hovering over Shared Inbox opens a modal showing your available inboxes. Select the inbox you want to open.

  3. Within the Shared Inbox, select the specific ticket that you would like to add a Salesforce ticket to, or would like to view to see an existing Salesforce ticket.

  4. From here, you can see the Salesforce integration in the right panel, under the Salesforce integration dropdown. You will be able to see existing Salesforce tickets, edit Salesforce tickets, and add additional Salesforce tickets.

    • Once a Salesforce ticket is created, it is only a snapshot in time. Only the fields filled in when the ticket was last created or edited will sync over to Salesforce. Any additional changes made in the NEXT ticket will not sync over. Any changes made to the Salesforce ticket itself after it is created will not sync over either.

 

Create a Salesforce Ticket

Once a Salesforce ticket/case is created, it is only a snapshot in time. Only the fields filled in when the ticket was last created or edited will sync over to Salesforce. Any additional changes made in the NEXT ticket will not sync over. Any changes made to the Salesforce ticket/case itself after it is created will not sync over either.

  1. Once you have navigated to the ticket within the NEXT Shared Inbox where you would like to create a Salesforce ticket, select the blue + Create case button in the right panel. You can create as many Salesforce cases as you want within the same NEXT ticket.

    • If you already have a Salesforce case listed, select the gray + icon in the Salesforce widget, in the upper right corner.

  2. A new window will appear to create a Salesforce ticket. Select the case type from the dropdown.

  3. Select the blue Save button. A new form will appear.

  4. Within the Create Salesforce ticket form, fill in whichever fields you want. These fields are named the same as they are in Salesforce, meaning the information in each field listed will be synced directly to Salesforce, to that same field. Select Save when finished.

    • You can also choose to toggle the Send chat transcript to Salesforce option at the bottom, if you would like to include your chat transcription. SMS and call transcripts cannot be synced.

    • These fields can be changed on your Create Salesforce ticket form(s) when Nextiva sets up your Salesforce integration; it is customizable by the Nextiva developers. You will not be able to edit the form yourself as a customer.

  5. It will take a moment to save. While it is saving, the data in the form will be synced to your company's Salesforce account. Once it has saved, you will see a confirmation pop up at the bottom of NEXT.

  6. The Salesforce case is now created.

 

View a Salesforce Case

Look at an existing Salesforce case within a NEXT ticket, within your NEXT Shared inbox(es).

View a Salesforce Case within NEXT

  1. Once you have navigated to the ticket within the NEXT Shared Inbox where you would like to view the related Salesforce case, select the gray drop down arrow button next to the case number and date.

  2. From here, you can see a quick snapshot of the case details. To see more information, select View all details in blue at the bottom of the quick view panel.

  3. A new window will appear. You can view the case information and details here. Close out of it when you are finished viewing it.

  4. You will see a reference to when the Salesforce case was created within the Activity Panel of the NEXT ticket.

View a Case within Salesforce

  1. Once you have navigated to the ticket within the NEXT Shared Inbox where you would like to view the related Salesforce case, select the gray drop down arrow button next to the case number and date.

  2. Select the gray box and arrow button next to the case number.

  3. This will redirect you outside of NEXT and open up Salesforce. Sign into your Salesforce account with your Salesforce email/username and password.

  4. You will now be able to see that same case information, but within your company's Salesforce account.

    • From Salesforce, there is no link to direct you back into NEXT to see the related ticket. It is a one way sync with information from a chosen NEXT ticket being added into a Salesforce case. The sync happens once, only when the Salesforce case is created or manually edited.

Edit a Salesforce Case

  1. Once you have navigated to the ticket within the NEXT Shared Inbox where you would like to edit a Salesforce case, find the Salesforce case(s) in the right panel.

    • Select the gray drop down arrow if you would like to verify you are editing the correct case.

  2. Select the gray pencil button in the right panel.

  3. A new window will open. Select the Edit case button in the bottom right corner.

  4. In the Edit Salesforce case window, edit any fields you would like to, then select the blue Save button. This will re-sync the changed information to Salesforce.

    • This is the only way to re-sync a NEXT ticket into Salesforce — via manually creating a new case or editing an existing one. New data will not automatically sync over.

  5. You will now be able to see those changes within the case, on your company's Salesforce.

Delete a Salesforce Case

At this time, there is no way to delete a Salesforce case from within a NEXT ticket once it is created. You can view the ticket and delete it from your company's Salesforce account.

 

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