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Configure AI-Powered Omnichannel Support in Nextiva

Set up an AI-driven omnichannel support system that routes calls, texts, and social messages automatically, giving your team a unified inbox and saving time on customer interactions.

Takes
Text
Produces
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What you'll produce
Input
I want to set up an AI‑driven omnichannel support system that handles calls, texts, and social messages in a single inbox.
Output
A fully configured Nextiva workspace with Unified Inbox, AI‑powered IVR routing, real‑time transcription, and a dashboard showing reduced handling times.

The Workflow

8 steps · click a step number to mark it done

Open Nextiva and have it ready before you start

Log into Nextiva and open the Onboarding Wizard to begin the setup process

Enter or port your existing business phone numbers in the Phone Numbers section to enable voice and SMS handling

Enable Unified Inbox and connect your email, Facebook, Instagram, and WhatsApp accounts by providing the required credentials

Navigate to Contact Center settings, turn on AI‑Powered Intelligent IVR, and create routing rules that use keywords and sentiment analysis to direct callers

Define a Skills‑Based Routing matrix that maps agent skill tags to the IVR intents you configured

Activate Real‑Time Transcriptions and Sentiment Analysis for inbound calls to automatically capture summaries

Save the configuration and run a test call, a test text, and a test social message; verify that all appear in the Unified Inbox and are routed correctly

Open the dashboard reports, confirm reduced average handling time and increased first‑contact resolution, and fine‑tune routing rules if needed

Ready to run this workflow?

Open Nextiva and follow the steps above.

Open Nextiva
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