Every email answered.
Every customer tracked.
Shared inboxes, AI-powered routing, and full conversation history. Every email becomes a trackable case so nothing gets lost between team members.
Shared inboxes were built for teams. Your personal email wasn’t.
Customer emails scattered across personal inboxes create blind spots. Nextiva turns every email into a trackable case, routes it to the right person, and gives your whole team visibility into what’s been said and what needs to happen next.
AI drafted a reply to David Kim’s onboarding question. Confirmed Thursday 2 PM kickoff, attached setup guide, introduced onboarding manager Rachel.
One shared inbox for your whole team
No more forwarding. Everyone sees the queue, who’s handling what, and what’s still open.
AI drafts responses for you
AI reads the email, pulls context from your knowledge base, and writes a reply. You review and send.
Route to the right person automatically
Emails assign to agents based on topic, skill, language, or workload. No manual triage.
Full history across every channel
When a customer emails, you see their calls, chats, and past tickets. No context lost.
Works with your favorite tools and platforms
Everything you need to manage, route, and resolve.
Shared Inbox
One inbox for your whole team. See who's handling what in real time.
Email-to-Case
Every incoming email automatically becomes a trackable case.
Email Templates
Save and reuse common responses for faster replies.
File Attachments
Send and receive documents, images, and files with full email threads.
Internal Notes
Add private notes to email threads visible only to your team.
Priority Tagging
Flag urgent emails and set priority levels for your queue.
Case Management
Track, assign, and resolve email cases with status workflows.
Email Forwarding
Forward your group email addresses to Nextiva and manage them from one place.
AI Email Drafts
AI reads the email and drafts a response using your knowledge base.
Thread Summaries
AI summarizes long email threads so agents get context instantly.
Automatic Routing
Route emails to the right agent based on topic, skill, or workload.
Language Detection
Detect email language and route to agents who speak it.
Auto-Acknowledgment
Send instant confirmation that the email was received.
SLA Timers
Track response times against targets and escalate before deadlines.
Redaction
Automatically redact sensitive data like SSNs and credit cards from emails.
Workload Balancing
Distribute emails evenly across your team based on availability.
Email Volume Reports
Track daily, weekly, and monthly email volume and trends.
Response Time Analytics
Measure average and median response times across your team.
Customer Satisfaction
Collect CSAT scores from email interactions.
Agent Performance
Compare resolution rates, reply times, and customer ratings by agent.
Case Categories
Break down emails by topic, department, and priority level.
SLA Compliance
Track what percentage of emails meet your response time targets.
Real-Time Dashboard
Monitor open cases, queue depth, and agent status live.
CRM Sync
Push email conversations and case data to Salesforce, HubSpot, Zoho, and more.
Frequently Asked Questions
How do I connect my business email to Nextiva?
Forward your group email addresses (like support@, sales@, info@) to Nextiva, and incoming messages automatically appear in your shared inbox as trackable cases. Setup takes a few minutes through your admin portal. Your customers keep emailing the same address they always have.
Can AI draft email responses?
Yes. When an email arrives, Nextiva’s AI reads the content, pulls relevant information from your knowledge base, and drafts a suggested response. Your agent reviews the draft, makes any edits, and sends. This significantly reduces response time for routine inquiries.
How does email routing work?
Incoming emails route to agents based on rules you configure: topic, department, language, agent skill, or current workload. The system uses ACD (Automatic Call Distribution) adapted for email, with queue management and priority levels. If an agent doesn’t respond within your SLA window, the email escalates automatically.
Can multiple agents work from the same inbox?
Yes. Shared inboxes show your entire team’s queue in one view. Each email displays who’s handling it, its status, and its priority. Internal notes let agents collaborate on complex cases without the customer seeing the back-and-forth. Collision detection prevents two agents from responding to the same email.
Does Nextiva replace my email provider?
No. Nextiva doesn’t host email. It works alongside your existing email provider (Gmail, Outlook, etc.) by forwarding incoming messages to Nextiva’s shared inbox. Your team responds from Nextiva, and replies go out from your business email address. Customers see your brand, not Nextiva.
What happens to sensitive data in emails?
Nextiva can automatically redact sensitive information like Social Security numbers, credit card numbers, and other PII from email workitems. All email data is encrypted in transit and at rest. The platform meets SOC 2, HIPAA, and GDPR compliance standards.
Can I track email response times?
Yes. SLA timers track response times against targets you set per queue or priority level. Real-time dashboards show open cases, average response time, and agent workload. Automated alerts fire before SLA deadlines so nothing slips.
Which Nextiva plans include email management?
Email management is included starting with the Engage plan at $25/user/mo (billed annually). This includes the shared inbox, email-to-case conversion, AI drafts, knowledge base integration, and advanced routing. The Power Suite CX ($75/agent/mo) adds supervisor dashboards, SLA management, and transcription.
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An incredible 98% improvement in customer response time and an 11% increase in positive reviews.
