Autumn 2023

To upgrade to the latest package and access our new features, please see How to Upgrade.

It's time to get on a jumper and order in a pumpkin spiced latte, Autumn 2023 is here! Read on to discover all the things Natterbox has been up to to warm up your autumn time:

Natterbox SMS

Natterbox SMS delivers real-time, personalised, and conversational experiences. Embedded directly in Salesforce, you can now engage directly with customers over text messages, for more convenient, on-the-go communication no matter where the day takes you, or your customers.

Natterbox SMS Video

Natterbox SMS FAQs

Is this all controlled within Salesforce?

Yes! This is entirely available within Salesforce on the Natterbox managed package. This is also available on the Natterbox Freedom Mobile app.

Do messages I send on the Natterbox mobile app sync to Salesforce? 

Yes! Everything between the Natterbox for Salesforce and Natterbox Freedom Mobile app are entirely synced and always in line with each other

Do my customers need a special app to receive the messages I send them via Natterbox SMS? 

No they do not! Providing your customers have a telephone number and device that can receive SMS in the local country you are sending SMS to then that’s all they need

The Message feature on my mobile app is greyed out, why is this? 

You don’t have a Natterbox SMS licence assigned to your User

What regions does SMS support?

The current regions the Natterbox SMS platform covers are the United States, Canada, United Kingdom, and Australia.

Do I have to pay an extra licence fee for SMS?

Yes, this is a brand new Natterbox licence called Natterbox SMS.

Service Cloud Voice

Workforce Management

Optimize your contact center to meet fluctuating demand using Service Cloud Voice. Natterbox partners with Playvox, a leading provider of workforce management (WFM), to enable managers to optimize agent scheduling, improve forecast accuracy, and enhance overall operational efficiency.

Workforce Management Video

Conversation Intelligence

Proactively support your teams using the live call transcription to trigger additional actions, including a new way to trigger Einstein Next Best Action, run Autolaunched Flows, and Supervisor and Agent Alerts. By setting up automatic supervisor flags during a call, you know which calls to monitor to better support your agents when needed.

Insight

This update introduces 14 more languages and dialects, calls spoken in the newly supported languages can be transcribed and reap the benefits of Insight.

See here for more on Insight

Insight Demo

Insight FAQs

Can I upgrade to the latest version myself?

No - please contact your customer success manager so that we can move you to the latest version

How can I find out more about Insight?

Please see here for Insight in general, and here for updating languages.

As an existing Insight user will I get access to these features?

Yes, all the new languages and dialects are available for existing Insight users, please contact Natterbox in regards to getting upgraded.

What are all the languages and dialects now available?

• Chinese
  • Chinese (China)
  • Chinese (Taiwan)
• Dutch
• Hindi
  • Hindi (Roman Script)
• Japanese
• Korean
• Portuguese
  • Portuguese (Brazil)
  • Portuguese (Portuguese)
• Russian
• Swedish
• Turkish

Wallboards Enhancement

Multiple wallboard fixes have been released, including improvements to the stability of the wallboards, adding additional fields in the queue status component to make tracking omni users easier and adding the ability to sort your agents by availability state in a custom order.

Wallboards Enhancement Video

PCI

PCI Digital Assist

Further improve the way you make payments using the digital payment solution for PCI. Payment links can be sent by your agents to your customers through any method you deem fit at which point your customers can follow through the payment process themselves and your agents can continue to track and guide them through in real time. For more details see here. 

There is so much we’ve been able to pack into the Autumn Release. Here are some further updates: 

• Bulk user import 
• Bulk deactivate Natterbox users
• Enhancement to Wallboards - new sorting options
• Search for and call Leads from Natterbox Mobile app
  

FAQ

Can I upgrade to the latest version myself?

To take advantage of all the latest features in this release, please ensure you have the latest version of the Natterbox Apps in Salesforce and on your mobile device. Details on the latest versions and how to upgrade can be found here.