How do I set up Nextiva CRM to automatically create cases from incoming email?

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

Automatically turning inbound customer email interactions into Cases is the most effortless way to prioritize and track communication to any of your teams, including support, sales, billing, marketing, or other key partners across your organization. Based on your company’s existing distribution emails, any or all inbound emails will automatically create Cases and funnel them to the best-fit response team.

Subsequent correspondences will also be logged in the original Case, streamlining efforts for teams working with clients directly. To set up Nextiva CRM to automatically create a Case upon inbound email, Administrators simply configure the Group settings corresponding to a Team.

Activating Email in Group Settings

Automatically create a Case for every incoming email to one or more email distribution list assigned to a Team.


Activating Email in Group Settings


  1. Visit, and click Client Login to log in to NextOS.
  2. From the NextOS Home Page, select CRM.
  3. Click the Administration Tools (wrench) icon at the top-right corner of the Nextiva CRM window.
  4. Under Communication in the left navigation panel, select Teams.
  5. Hover over the desired Team, click the Actions drop-down icon, and select CRM Groups.
  6. In General Settings > Channels, select the Email checkbox. This action expands the Email section.
  7. Complete the following fields in the Email section, then click Save:
    1. Inbound Department Emails: Specify one or more inbound Team email addresses by entering the mailbox name (e.g. support). Add additional mailboxes by clicking the green Add (+) button.
    2. Outbound Department Email: Specify the outbound Team email address.
      • After the @ symbol, select a verified domain from the drop-down list
        Click Verify a new domain to set up a custom email domain. For information on setting up an external email domain, click here.
      • From the Outbound Department Email drop-down list, select one of the mailboxes from which to send outgoing email.
    3. Send automatic reply email: If desired, select this checkbox for the Team to send an automated email reply upon receipt of an email and creation of a Case record.


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