NexaInsights App and Portal: Your Frequently Asked Questions

Last updated November 19, 2019 written by Jaime Faulkner

NexaInsights App and Portal: Your Frequently Asked Questions

One of the benefits of choosing Nexa as your virtual receptionist provider is our app and portal.

Whether you’re hard at work or away from the office, our software lets you update your availability, check your messages, review your usage data, and manage your call flow in real-time.

Get started with the NexaInsights app and portal

Accessing crucial data in the palm of your hand has never been easier, or safer, than with our mobile app. No matter where you are, or what you’re doing, you can always keep an eye on what’s happening and remain in control of your business.

Here are some answers to commonly asked questions about the NexaInsights app and portal.

1. How do I add a new user?

On the portal:

From your dashboard, click on the “Users” tab. Click the orange “Create User” button. Fill out the user’s information and save.

In the app:

From the bottom menu, click on “Users”. Click the “+” in the upper right. Fill out the user’s information and click “Create User.”

 

2. What is the difference between company, message, and on call admin privileges?

Company Admin can create, modify, and delete users, and reset passwords.

Message Admin can view other people’s messages.  They can add comment to, archive, or change the assignment to any message.

On Call Admin can add coverage to an on call entry, create, modify and delete on call assignments.

3. How do I add a note to a message?

On the Portal:

From the message pane on the left, click the message. Click “Add Note” on the upper right hand corner of the Notes section.  Type your note and “Save Note.”

In the App:

Click on “Messages,” find the message you want to add a note to and click “Add Note.”  When done, click “Add.”

 

4. How do I archive a message?

On the Portal:

From the message pane on the left, click the message. Click “Archive” in the lower right-hand corner.

In the App:

Click on “Messages,” find the message you want to archive and click “Archive.”  You will see a green “Success” message flash on the bottom.

5. How do I email myself one of my messages?

On the Portal:

From the messages pane on the left, click on the message you want to email. In the window that opens, click the “Email” button in the lower right hand corner.  Click “Save” to send.

In the App:

Click on “Messages,” find the message you want to send. Click on “email.”  Email auto-populates, click in email box to change if needed, click “Send.”

6. What reports are available?

There are 4 reports available:

Account Snapshot:

-List of calls with direction, start time, end time, caller ID, caller ID name, and the DNIS that the call was routed to. If there was a patch attempt, you can see the result.

-Total calls in, calls out, patched, usage, and average minutes per call

Bill Tracker

-An overview of usage for the current cycle.

Message Summary

-A copy of all messages from a specified period of time as an Excel attachment.

Monday to Sunday

-Sends as an excel attachment with 2 tabs.

-Number of calls that have come in broken down per half hour per day with the total number of calls at the bottom.

-Graph showing inbound and outbound calls.

7. How can I view my usage history for past cycles?

On the Portal:

From your dashboard, click on the “Accounts” tab. If you have more than one account, click on the account name you wish to view.  Click on “Usage History Details” for the data in a table.

In the App:

From the bottom menu, click on “Accounts”. Click “Usage History” from the top menu bar.

8. How do I create an on-call entry?

On the Portal:

From the “Accounts” tab, click “Oncall Calendar.”  Click the orange “Create OnCall Entry” button in the upper right.  Fill out the form and click “Save.”

In the App:

Click on “Accounts,” click “+” in the upper right hand corner. Fill out the form and click “Add Entry.”

9. How do I add an on-the-fly change or temporary coverage? 

On the Portal:

From the OnCall Calendar, click on the coverage that needs the change. Click the orange “+ Coverage” button.  Enter the coverage information and click “Save.”

In the App:

From the OnCall Calendar, click on the coverage that needs the change. Click the orange “+ Coverage” button.  Enter the coverage information and click “Update Entry.”

10. How do I add a new on-call contact?

This is our first tutorial of the NexaInsights app and portal series. Any questions? Reach out to us at customersuccess@nexa.com and we'll answer any questions you have.

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