You may encounter an issue where Natterbox AI records fail to associate with Salesforce records (Contact/Account) when the caller type is set to employee. This guide outlines the steps required to resolve this behaviour and ensure successful record association across all caller types.
A solution for this issue is available in Natterbox app version v1.374 and above, which introduced a new feature flag called “AI Advisor Record Association” under AI Advisor settings. This enables record association for employee call types as well.
Release Notes : https://docs.natterbox.com/docs/release-notes#may-20th-2026
Steps to enable AI Advisor Record Association feature flag
Upgrade the Natterbox version to v1.374 or higher.
How to Upgrade guide : https://docs.natterbox.com/docs/how-to-upgrade
Once the upgrade is completed, open the Account Settings tab, then click Edit.
Locate the AI Advisor Settings section and tick the box for the AI Advisor Record Association feature flag to enable it, then click Save.
Click the Refresh button at the top of the page to apply the settings.
Please note:
You must install the Natterbox SF UI package before performing the Core App upgrade if it is not already installed. This is required when upgrading from version 1.367 or later, as the AI Advisor Record Association feature flag depends on the Natterbox SF UI package being installed.
FAQs
Q: Why Are My Employee Caller Type AI Records Not Linking To Contact Records?
You need to enable the AI Advisor Record Association feature flag introduced in newer versions of the Natterbox app.
Q: Which Version Of The App Includes The Required Feature Flag?
You must upgrade to version 1.374 or later to access the AI Advisor Record Association setting.
Q: Where Do I Find The AI Advisor Settings?
You will find these settings under the Account Settings tab within the Natterbox app in Salesforce.
Q: Does This Issue Affect Customer Caller Types?
No. The record association for customer caller types operates as expected on older versions.