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Contacts in Nextiva CRM

⚠️ Nextiva CRM has been retired from the Nextiva product offerings and is currently not available to new users. 

A contact is a Nextiva CRM record used to manage information about individual people. Associate accounts, cases, and opportunities to contacts to create relationships between the records for easy access to related information.

Contact List View

Click Contact from the left panel to view all contact records in Nextiva CRM.

Users can perform the following actions in the Contact list view:

  1. Click the Plus (+) icon to add a new record (account, contact, case, lead, opportunity, product, or a custom record type).
  2. Select the checkbox(es) corresponding to the desired contact(s) and click the Export icon to export the contacts data to a .csv
  3. Click the row corresponding to a contact to view the Contact Workspace.
  4. Click the Ellipsis (…)icon corresponding to a contact to open a list of contextual actions. Users can use this menu as a shortcut to create system records related to the contact.

Creating Contacts

  1. Click the Plus (+) icon and select Contact.
  2. Complete the New Contact form and click Create.

Contact Workspace

In the Contact view, search and select a contact to view the Contact Workspace. The workspace allows Users to easily view and edit contact details, relationships, analytics, interactions, and more.  

Overview Tab

The Overview tab displays necessary Contact information, such as name, phone number(s), email, shipping, and billing addresses. Recent Cases, Opportunities, and Accounts associated with the Contact also appear on the Overview tab.

Details Tab

The Details tab allows Users to view and edit the Contact information, such as the preferred name, phone numbers, email, and more. Users can also see and select the Account for which the individual is the primary Contact (Primary Of field). 

The Related tab displays relationships associated with the Contact. Click the Show button and select the desired record type(s) (Accounts, Cases, Opportunities) to display. Accounts and Opportunities display by default. To associate an existing record, such as a Case, with a Contact, click Add. Click Create new to create a new record and automatically associate it to the Contact.  

Analytics Tab

On the Analytics tab, view the Customer Feedback Trend and Sentiment Trend details. View a detailed history of the customer journey by hovering over the points in any of the charts. Adjust the sliders to modify the time range.

  • Customer Feedback Trend reports the latest outcome of a survey completed by the Contact. It also displays a chart with the history of survey outcomes on Cases related to the Contact.
  • Sentiment Trend shows the Contact’s sentiment over time, based on customer interactions. The chart reports the history of customer sentiment. The sentiment trend value is calculated by gathering positive and negative keywords from the Contact’s interactions. This can be customized based on customer needs and industry.

Account Activities Tab

The Account Activities tab will display all Cases related to the Contact’s Account(s). Users can sort Cases by last Created, Updated, or filter only Unassigned Cases.

Interaction History Feed

View all recent communication in the Interaction History feed on the right side of the workspace. Users can also create a Note, Email, Log Interaction, and Send Survey by clicking the Plus (+) icon at the bottom-left corner of the Interaction History feed.

NOTE: You can also preview surveys that have been sent and completed, including the results and the status, directly from the interaction history. 

 

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