NextivaONE - Contact Management

Contacts within NextivaONE are accessed and managed through the right-side panel. Within the contacts panel are four sections: Favorites, Teamates, Business Contacts, and All Contacts. Business contacts are contacts from outside the enterprise and can be shared across all teammates or kept private. The teammates section contains the enterprise directory; all the other users and teams within the enterprise can be found in this section.
 

Favorite Contacts

Contacts can be marked as a favorite to make it easier to find.

 

To mark a favorite:

1. Select the tab that the contact corresponds with.
    
2. Search for the contact name.
   
   NOTE: Click the filter icon  on the right of the search field to filter by specific category.
   
   
    
3. Click the empty star field on the right side of the contact line.
   
   
    
4. The star field will fill () and the contact will be added to your favorites list for that tab.
    

Adding Contacts

Contacts can be added manually, or they can be imported from either a CSV file, your Google account, or your Office 365 account. If manually adding a contact, only one contact can be added at a time.
 

Adding from an existing thread

Often, businesses will receive calls from new customers. These customers can be added to the contact list from their communication thread.

1. Open the communication thread with the phone number by clicking on it.
    
2. Click View full profile in the upper right-hand corner of the communication window.
   
   
    
3. A panel opens on the right-hand side of the window.  Click Add new contact to create a new contact or Add to existing contact to add the phone number to an existing contact.
    
4. If adding a new contact, the add contact window will appear with the phone number or email address already entered.  See the steps in the manually adding a contact section for assistance filling the form out.
    
5. If adding to an existing contact, search for the existing contact and click on it.  A window will appear with the contact’s information.
    
6. Confirm the new phone number or email is set as the correct type and click Update.
   
   
    

Manually Adding a Contact

If your contact is NOT in your Google or Office 365 contacts list, you can add them using these steps:

1. In the contact panel, click the add contact icon.
   
   
    
2. Select Add a business contact.
   
   
    
3. In the upper right-hand corner of the add window, choose if this is going to be a Shared or Private contact. 
   
   
    
   1. Shared - Everyone within the enterprise will be able to see this contact.
       
   2. Private - Only the user creating the contact can see the contact.
       
4. Fill out the rest of the information. A contact needs either a phone number OR an email address to be saved.  One contact can have up to 4 phone numbers and 2 email addresses.  The + Icon next to those fields will allow additional phone numbers and email addresses to be added.
    
   1. First Name - First Name of the contact
       
   2. Last Name - Last Name of the contact
       
   3. Company Name - The company the contact works for
       
   4. Job Title - Title of the contact within their job
       
   5. Phone Type - Type of phone number, can choose work, home, mobile, or other
       
   6. Phone Number - Phone number for phone type
       
   7. Email Type - Type of email address for contact, can choose primary or secondary.
       
   8. Email Address - Email address for email type.
       
5. To view more contact information, click the Show More option in the bottom left.
    
6. Once all information for the contact has been entered, click Save.
   
   
    

Importing From an External App

NextivaONE can import contacts from Google and Microsoft.

 

1. In the contact panel, click the add contact icon.
   
   
    
2. Select Import from External app.
   
   
    
3. Select between Google Contacts or Office 365 People.
   
   
    
4. Click Import Contacts. The contacts will be imported as private contacts.
    
5. Sign in to the Google or Office 365 account contacts will be imported.
    
   1. Additional permission may need to be granted to give NextivaONE access to the contacts on the account.
       
6. NextivaONE will process the contacts found and import them as private contacts.
    

Importing from a CSV

1. In the contact panel, click the add contact icon.
   
   
    
2. Select Import from CSV file.
   
   
    
3. If you do not already have a template file, we recommend downloading and using our template.
   
   
    
4. Select Import from CSV file.
   
   
    
5. Drag and drop your completed csv file with all contact information and click Next.
   
   
    
6. Review the mapping from your csv file and make sure all fields are mapped correctly.  If you want the contacts to be shared across your organization, toggle the Share the imported contacts switch.
   
   
    
7. Click Import.
    
8. Address how any duplicate contacts will be handled.
   
   
    
   • Merge - For duplicate contacts, any fields in the CSV that do NOT have data in NextivaONE will be imported.  All other fields in the CSV will be ignored.
     
     
   • Skip Duplicates - All duplicate contact data from the CSV will be ignored.
     
     
   • Replace - Keep only the data from the CSV; any contact data in NextivaONE will be overwritten.
     
     
9. Click Start Importing.
    
10. The system will process the contacts and will display the results once the import is complete.
    
    
     
11. Click Done to return to the integrations page, or click the X icon in the upper right-hand corner to return to the main communications page.
     

Suggested Contacts

When a user receives a call from an unknown contact, if the caller's service provider offers a suggested Caller ID, the contact thread will show the suggested Caller ID to help identify unknown contacts. The thread will show the contact as Maybe: *Caller ID* while still displaying the contact number in the thread. See Adding from an existing thread to easily add Suggested Contacts to your saved Contacts.

Editing Contacts

A contact’s information can be edited from their conversation panel. Their conversation panel can be accessed by either clicking on a conversation with the contact or clicking on the contact from the contacts panel.

For instructions on bulk editing contacts, see NextivaONE - Bulk Contact Management.
 

1. From the conversation view, click the View full profile link below the contact name.
   
   
    
2. In the contact panel that opens on the right side, click the ellipses in the upper right-hand corner.
   
   
    
3. Click Edit.
   
   
    
4. A window will appear allowing the contact information to be modified.
   
   
    
5. Update any portion of the contact information and click Update.
   
    
    

Deleting Contacts

Private contacts can be deleted individually by each user.  Shared contacts can only be deleted by administrators as deleting them will affect all users.  

For instructions on bulk deleting contacts, see NextivaONE - Bulk Contact Management.

To delete a contact:
 

1. From the contacts panel, hover over the contact name.
    
2. Click View Full Profile.
   
   
    
3. From the full profile, click the vertical ellipses next to the favorite indicator.
   
   
    
4. Click the Archive button.
   
   
    
5. Click Yes, delete to confirm.
   
   
    

Notes on Contacts

Notes can be added to a business contact, allowing you to quickly reference information.  Notes cannot be added to teammates. Notes are personal to the user who wrote them and are not shared, even if the contact is shared.

Viewing Notes

1. From the contacts panel, hover over the contact name.
    
2. Click View Full Profile.
   
   
    
3. Click the Notes section to expand it.
   
   
    
4. Any notes you made will now be visible.
   
   
    
5. Click on the note to pull it up and read it in full.
   
    
    

Adding Notes

1. From the contacts panel, hover over the contact name.
    
2. Click View Full Profile.
   
   
    
3. Click Add note at the bottom of the contact panel.
   
   
    
4. Fill out the note panel with a subject and note.
   
   
    
5. Click Save.
    
6. The note will appear in the Notes section of the contact.