Connecting your Voice Agent to Nextiva

Note, this process may vary slightly based on your current configuration in Verizon.

Overview

To connect a voice agent with Nextiva, you’ll:

1. Access your Nextiva dashboard
2. Navigate to Call Flows
3. Configure routing to a voice agent number
4. Customize timing and conditions (e.g., 24/7, after hours, or after missed calls)
5. Set up a fallback number 

Nextiva uses call flows to control how calls are handled, allowing flexible routing based on time or behavior.

Prerequisites

Before getting started, make sure you have:

• Access to your Nextiva admin account
• At least one active phone number
• Your Yonder voice agent phone number
• A fallback number for human support 

Step 1: Select the Correct Profile

If your account includes multiple profiles or numbers:

1. Log into Nextiva
2. Select the appropriate profile or business
3. Choose the phone number you want to configure

👉 This step is only necessary if multiple numbers or accounts are present

Step 2: Navigate to Call Flows

1. In the left-hand menu, go to: Communication → Voice
2. Select: Call Flows

Here, you can:

• Edit an existing call flow
• Or create a new one

Step 3: Configure Call Routing to the Voice Agent

1. Open an existing call flow or click Create Call Flow
2. Identify the branch where you want the voice agent to handle calls
3. Set the routing action to:
   • Forward to external number
4. Enter your voice agent phone number

This ensures:

• Calls are routed to the voice agent based on your defined conditions

Step 4: Configure Timing and Conditions

Nextiva allows flexible routing based on timing and behavior.

You can configure the voice agent to handle calls:

• 24/7 (all incoming calls)
• After hours only
• After a set number of rings or missed calls

To do this:

• Adjust the relevant branches within your call flow
• Apply forwarding to the voice agent only where needed

Final Call Flow

Once configured, your system will work like this:

1. Customer calls your main business number
2. Call enters the Nextiva call flow
3. Based on your configuration:
   • Call is forwarded to the voice agent
4. Voice agent answers the call
5. If needed → transfers to a fallback number

Tips & Best Practices

• Use call flows to keep routing flexible and organized
• Start with 24/7 forwarding for simplicity
• Add conditions later (after-hours, missed calls) as needed
• Test each branch of your call flow
• Keep fallback routing clear and reliable

Frequently Asked Questions

1. Where do I find my Yonder Voice Agent phone number?
   To access your Voice Agent phone number, head to the Yonder Dashboard and click on Voice -> Setup. You will see your number at the top where it says "You can call your number at +18881234567."
2. Where do I add my fallback number?
   To add your fallback number, head to the Yonder Dashboard and click on Voice -> Setup. You will see "Forward to Staff", add your fallback number here.
3. Do I need a fallback number?
   Yes. Fallback numbers are required so when a guest requests to talk to a team member, the Voice Agent can successfully forward the call. You'll want to ensure the fallback number is different than the main business number guests call.