nextiva-guide
Nextiva VoIP CTI Integration
Velaro connects to Nextiva's phone system to deliver screen pops on inbound calls and sync call activity to your CRM. When a call arrives, Velaro identifies the caller and surfaces their record in the agent sidebar before the agent answers.
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How It Works
Velaro integrates with Nextiva using the Nextiva JS SDK for desktop CTI. The SDK detects inbound and outbound call events on the agent's Nextiva desktop app and passes caller data to Velaro in real time. Full Nextiva API access is pending — capabilities will expand as that becomes available.
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Setup
The Nextiva integration does not have a self-serve configuration UI. Your Velaro account manager deploys and configures it for your account. To get started, contact Velaro support and provide:
- Your Nextiva account credentials or administrator contact
- Which CRM or system of record Velaro should query on screen pop (VAST Retail, HubSpot, Salesforce, Dynamics 365, or Velaro CRM)
- The teams or agents who should receive screen pops
Your account manager will coordinate the deployment and validate the connection with your Nextiva environment.
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Screen Pop on Inbound Calls
When a call rings to an agent using the Nextiva desktop app, Velaro:
1. Detects the inbound call event via the Nextiva JS SDK
2. Looks up the caller's phone number against your connected system of record
3. Surfaces the matched record in the Velaro agent sidebar
The sidebar displays the caller's name, contact details, vehicle history (VAST Retail), service history, open tickets, or any other fields your account manager configures during setup.
If no match is found, the sidebar shows the raw caller ID so the agent can search manually.
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Click-to-Call
Agents can initiate outbound calls directly from the Velaro sidebar without switching to the Nextiva desktop app. Click any phone number in a contact record and Velaro passes the dial request to Nextiva. The call originates from Nextiva as normal.
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Call Log Sync
After a call ends, Velaro writes a call log entry to your connected CRM or system of record. The log includes:
| Field | Details |
|---|---|
| Call direction | Inbound or outbound |
| Duration | In seconds |
| Outcome | Answered, missed, voicemail |
| Agent | Velaro agent name and ID |
| Timestamp | Call start time in UTC |
| Notes | Agent notes entered in Velaro during the call |
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Use Cases
Auto shop and tire dealer front desk — When a customer calls, the agent sees the vehicle, last service date, and open ROs before saying hello. No lookup required.
Outbound follow-up from Velaro — After a service visit, agents click-to-call customers directly from the Velaro conversation without leaving the app.
Call activity in CRM — Every inbound and outbound call is logged automatically so your CRM reflects complete communication history.
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What AI Can Do
The Velaro AI copilot can reference the screen pop data during voice interactions. If your site uses Velaro IVR, the bot can greet callers by name and confirm their last service appointment before transferring to an agent.
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Troubleshooting
| Symptom | What to check |
|---|---|
| Screen pop does not appear | Confirm the Nextiva desktop app is running and the JS SDK is loaded. Contact your account manager — SDK initialization is part of deployment. |
| Wrong record surfaced | The lookup uses the caller's phone number. If the CRM record uses a different format (missing country code, extensions), the match may fail. Ask your account manager to adjust the normalization rule. |
| Call log not appearing in CRM | Check the Velaro Integration Activity Log (Settings → Integrations → Nextiva → Activity). Look for write errors or auth failures. |
| Click-to-call does nothing | The Nextiva desktop app must be in focus and logged in. The SDK requires the app to be running. |
For setup issues, contact Velaro support at support@velaro.com and include your Nextiva account name.
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