NextivaONE upgrade FAQS

Are you upgrading from the old desktop app to NextivaONE? Check out the FAQs below to learn more. 

What is NextivaONE?

NextivaONE is the future of how you will experience your Nextiva service. It replaces the current Nextiva desktop app, providing a better overall end-user and administrative experience including but not limited to significant feature enhancements and even greater functionality. If you haven’t already, you will be receiving detailed communication regarding the benefits of this application upgrade, what it means to you and your customers, as well as detailed timelines. In the meantime, check out the FAQs below. 

When do I have to upgrade? 

All customers are being upgraded to our new and improved desktop application during Summer of 2022. Once you are notified of your upgrade window, you can download the app or use the browser version immediately. For a limited time, your team is able to use the current and new version of the app simultaneously, if you prefer.

How long do I have to upgrade? 

Both desktop apps will be available for approximately two weeks, after you have been notified of your upgrade window from Nextiva. During this two-week window, you will need to download or log into NextivaONE as the old desktop app will no longer be available after the upgrade window. 

Is there a cost or price change associated with this upgrade?

Nope! All Nextiva customers will be upgraded to the next generation application free of charge.

Why do I need to upgrade? 

Nextiva is putting the ways customers want to interact with your business like calls, texts, and email into one place. We’re making it easier to see all these interactions across all communication channels by placing them into one single view. Eventually the old desktop application will no longer be available, and you will not be able to make and receive calls, access voicemail, or send messages using the old desktop application. 

What do I have to do to upgrade?

Once you are notified of your upgrade window you can download the app or use the browser version and instantly start taking advantage of NextivaONE. 

Will my contacts migrate over to NextivaONE? 

Yes, all contacts except call center and team contacts will be visible in the new app. Call center and team contacts will be migrated over to the new app by late fall 2022. All new contacts need to be added using NextivaONE. For more information, click here. 

Will my call history migrate over to NextivaONE? 

Yes, all calls over the past several weeks will be visible. 

Will my voicemails migrate over to NextivaONE? 

Yes, previous voicemails will be visible. 

Will my chat history and text messages migrate over to NextivaONE? 

Yes, all previous messages will be shown in the new app. All new messages need to be sent using NextivaONE. For more information, click here. 

NOTE: Most customers will not require any action, however, if your account requires any additional configuration our support team will reach out to you with questions so that they can complete the upgrade for you. 

What are the differences between the old desktop app and NextivaONE?

  • You can access NextivaONE from any computer via a web browser and instantly start making and receiving calls. 

  • You can send and receive text messages (1:1 and in groups up to 10 individuals) directly from NextivaONE using your Nextiva business phone number.  

  • Access all of your communication channels in one seamless view — calls, voicemails, text messages, and email coming soon!

  • Make notes on contacts, calls, and voicemails. 

  • Calendar integration with the ability to schedule and manage and schedule meetings. 

  • Instantly view and listen to voicemail with visual voicemail and voice transcription. 

  • Start video calls with up to 16 participants and up to 250 audio participants. 

  • View all files and links shared in meetings or messaging channels in one place. Meeting recordings coming soon! 

Once I am eligible for the NextivaONE upgrade what will be the experience in both apps?

  • Contacts from the old app will be shown in NextivaONE but will not be synced between both apps during the upgrade window. All new contacts need to be added using NextivaONE. For more information, click here. 
  • Calls will continue to show and ring in whichever app you are logged into until the upgrade window is complete.  
  • Voicemails will continue to show in both applications until the upgrade window is complete. 
  • Text messages will be available in whichever app you are logged into and synced between both the old and new app during the upgrade window.  
  • Chat history from the old app will be shown in NextivaONE but will not be synced between both apps during the upgrade window. All new messages need to be sent using NextivaONE. For more information, click here. 

What will be the experience in both apps once the upgrade window is done?

After the upgrade window period, the old desktop application will no longer be available and you will be required to upgrade to NextivaONE to continue to make and receive calls, access voicemail, or send messages using the Nextiva App. 

What features will not be available in NextivaONE immediately after the upgrade? 

Feature Old desktop app NextivaONE

Web based app view

Desktop application

Calling features

1:1 audio calls

1:1 video calls

N-Way calling (e.g. three-way calls)

Call notes

Call logs (threaded conversations)

Visual voicemail w/ transcriptions 

Call pop 

Dialer and click to dial

Call transfer (blind, warm, and voicemail)

Start video from audio call

Coming soon!

Highlight to call

Coming soon!

User settings

Contacts (Teammates and Business)

Import contacts from Gmail and Outlook365

Notes on contacts

Text messaging (SMS/MMS)

Basic SMS support

MMS support

Group MMS

Team collaboration

1:1 Chat

Rooms

Group messaging

Email/Meetings/Calendar/Files/Attachments

Gmail and Outlook 365 integration

Group video meetings

Video meeting dial in number

Guest users in video meetings

Coming soon!

Messaging in video meetings

Coming soon!

Calendar integration

Files & attachments

Need additional help? Click here.

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Mark C. | with Nextiva since 2018
Kelly B. | with Nextiva since 2017
Sarah N. | with Nextiva since 2017
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