Using Email in Nextiva CRM

In Nextiva CRM, agents can interact with current and potential customers via email in the Account, Contact, Case, Sale, and Product entity views, where they are recorded for reference and tracking purposes.

Send email messages to customers directly from a CRM entity via the Activities tab in two ways:

Nextiva CRM will create contact relationships based on the recipient email addresses. If you select an existing contact in Nextiva CRM as a recipient, record of the email will appear in the Interactions feed on the Activities tab of both the Contact entity and the other CRM entity from which you are sending the email.

Composing a New Email

Composing a new email creates a new email thread.

  1. In the entity view, click the row corresponding to the instance you want to open (e.g. a case).
  2. Select the Activities tab and then select the New Email activity.
  3. Enter the recipients:
    • In the To: field, enter the email address of the recipient(s) and select Use email: email address, or type the email address, first name, or last name of a contact in Nextiva CRM and select the contact from the drop-down list.
    • Click CC to copy additional recipients.
    • Click BCC to blind copy recipients.

NOTE: The interaction will be associated with all Nextiva CRM contacts who are selected as recipients of this email.

  1. Specify the sender in the From: field.
    • If you belong to multiple departments, select a department from the drop-down list.
      NOTE: Only departments with an active email channel will appear in the drop-down list.
    • If you belong to only one department with an active email channel, then the From: field will populate with the email address for that department.
    • If you belong to only one department that has no active email channel, then you cannot send email.
  2. Enter the subject of the email in the Subject: field.
  3. Compose your message in the text editor.
  4. Click Send Email. The email will appear in the Interactions feed on the Activities tab.

New Email Activity and Interactions Feed

Continuing an Email Thread

In the Interactions feed, you can send replies or forward emails within an email thread to keep all related email interactions within that thread.

  1. In the entity view, click the row corresponding to the instance you want to open (e.g. an account).
  2. Select the Activities tab, and then select the Interactions feed.
  3. Navigate to the desired email record, click the Ellipsis (…) icon at the top-right corner of the record, and select Reply, Reply All, or Forward.
  4. If you want, enter additional recipients:
    • In the To: field, enter the email address of the recipient(s) and select Use email: email address, or type the email address, first name, or last name of a contact in Nextiva CRM and select the contact from the drop-down list.
      NOTE: If you selected Forward, you must include a recipient in the To: field.
    • Click CC to copy additional recipients.
    • Click BCC to blind copy recipients.

NOTE: The interaction will be associated with all Nextiva CRM contacts who are selected as recipients of this email.

  1. Compose your message in the text editor.
  2. Click Send Email. The email will appear in the Interactions feed on the Activities tab. You may need to click the Down Carat (V) icon to expand the email thread.

Continuing an Email Thread in the Interactions Feed

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