Connect Nextcom

Nextcom knows who your rep is about to call. Swiftner doesn't, until you connect the two. Once you do, a call arrives with the contact already identified, prior calls in the briefing, and the summary written back to the contact when the call ends.

Setup is three preparations in Nextcom and one form in Swiftner. Budget 20 minutes, most of it clicking permission checkboxes.

Before you start

• A Swiftner admin account.
• Admin access to your Nextcom tenant. You'll be creating a user and granting API permissions.
• Your Nextcom URL. The part you need is the middle: for https://mysite.nextcom.no, that's mysite.

Step 1: Create a dedicated API user

Create a new user in Nextcom for Swiftner. Use a real mailbox you control, not a rep's account: when someone leaves and their account is deactivated, you don't want the integration to go with them.

On that user, turn off "Unique token pr. IP address."

This one matters. Swiftner reaches Nextcom from rotating IP addresses, so a token bound to a single IP is invalidated by the next request that comes from somewhere else. Left on, the integration will authenticate, work for one call, and then fail in a way that looks random.

Step 2: Grant endpoint access

Give the API user GET, POST and PUT on each path below. They're grouped by what Swiftner uses them for, so you can see what you're agreeing to.

Authentication. Gets a session token.

login

Reading. The user list, call detection, recording URLs and contact lookup.

users
crm-system/telephony/dialer/users-sip/status
call-system/calls
call-system/recording
crm-system/contacts
crm-system/orders/events

Contact events. Reads existing notes, and posts the call summary back.

crm-system/contact/events

Swiftner touches nothing outside this list. If you skip a path, the feature behind it goes quiet rather than erroring. No contact lookup means calls arrive unidentified; without call-system/recording nothing gets transcribed.

Step 3: Connect from Swiftner

In Swiftner, open Admin → Integrations, click Add, and pick Nextcom. The settings drawer opens on its own.

Fill in three fields:

Press Test. A green result means Swiftner logged in and got a token. Then press Save. The credentials go to encrypted storage, not the database.

If Test fails, the message tells you which part broke: bad credentials read differently from a missing endpoint permission.

Step 4: Map your reps and departments

Two tabs to visit once the connection is live.

Users. Pair each Nextcom agent with their Swiftner user. Agents whose Nextcom email matches an existing Swiftner user are paired automatically; the rest you match by hand. You can also invite a Nextcom agent straight into Swiftner from here. An unmapped agent's calls arrive with no rep attached, so they get no coaching and don't show up in anyone's numbers.

Departments. Map Nextcom departments to Swiftner workspaces. The workspace decides which playbook a call gets: its checklists, its products, its coaching framework. If a department isn't mapped, its calls are skipped rather than guessed at.

Settings worth knowing

Under the Behavior section of the Settings tab:

• Call write-back: what gets posted as a comment on the Nextcom contact. Four independent toggles cover the call summary, a link to the full Swiftner report, coaching feedback, and the interest verdict. Coaching feedback is visible to anyone who reads the CRM note, so most teams leave that one off.
• Minimum talk time: calls shorter than this aren't coached or written back. Default is 60 seconds. Sub-minute dialer calls are almost always brush-offs, and coaching them just adds noise.
• Process call recordings: fetch the recording from Nextcom and transcribe it. Turn this off and you keep real-time coaching but lose post-call analysis for calls the extension didn't capture.

Troubleshooting

The status badge on the integration card is the fastest read.

Swiftner disables the integration after repeated login failures rather than hammering your tenant. Fix the credentials, save, and flip the switch back on.

Logins work, then stop. The per-IP token setting in step 1 is back on, or was never off.

Calls arrive with no contact. Check crm-system/contacts is granted, and that the caller's number is actually on a contact in Nextcom.

Nothing is written back. Check crm-system/contact/events is granted, then check the call was longer than your minimum talk time.