How can I access the Help Center or LMS?

Are you searching for our previous customer success portal? Allow us to introduce you to the Natterbox Help Center, our brand-new customer portal designed for seamless support case management, access to documentation, and training courses. Rest assured, your homepage login links remain valid, so there's no need to update your bookmarks except for documentation links which can now be found here on the knowledgebase.

How can I get access to the Natterbox Help Center?

• When you join Natterbox one of our deployment engineers will enable one or two of your contacts to be designated Natterbox community administrators.

• A Natterbox community administrator can then add as many contacts from your business as needed to our Help Center.

• If you are already with Natterbox but lack access at this time then please reach out to your customer success manager who can set you up.

• There are different roles that can be assigned to your contacts:

• There is no limit to how many admins you can have but each account must have at least one, as well as one Billing contact and one support contact as a minimum.

How do I login for the first time?

Upon being granted access to the Help Center, whether by a colleague within your organization or a representative from Natterbox, you will promptly receive a welcome email. Kindly review your spam folder if you are unable to locate it in your primary inbox.

Once you receive the email, please click on the long link and proceed to create your password.

Note: the link will expire within 24 hours, so it is recommended to act promptly.

If you do need to reset your password at any point, you can click ‘Forgotten password?’ and you will be able to set a new password.

What do I see as an Admin user?

Admin Homepage

As an Help Center admin, you will be greeted with this homepage:

Upgrade Package 

At the bottom of the homepage, you will see a notification if you are not on a package version more recent than our latest quarterly release. To get access to the newest features and the most stable version of Natterbox, please update your packages. See How to Upgrade for the package links and how to do it.

From the Admin homepage, you will be able to access five buttons, here is what you can do from each button.

Manage My Contacts

This button is only available to Admin users. From here you will be able to manage contacts, add new ones, remove old ones and change access levels. When changing access levels, please refer to the image at the top of this guide for what each permission level has access to. 

If a contact within your organisation needs to changes their role, contact details or access on the Help Center, as an admin you are able to edit this. Select the contact from your list of contacts, then click 'Update Contact. From here, the wizard will take you through the changes.

Support

From the Support page, you will be able to raise cases and view existing ones, for your entire organisation not just ones you raised yourself. 

Please note: A Standard Plus user can see this page and is able to raise cases however, they can only see cases they raised not support cases for your whole organisation. 

Knowledgebase & LMS

The other two buttons are available to all users that have access the Help Center. The knowledgebase is a public site and requires no login but we have linked it on the homepage for easy access. The LMS does require a user to be logged in to the Help Center to access the courses. All courses on the LMS are available for self-enrolment so please make sure to direct your agents to the right courses for how your organisation uses Natterbox.

Ideas Hub

This button enables users to submit and share ideas for enhancing the Natterbox product. Your valuable input is greatly appreciated. For further details, please refer to this article.

What do I see as an Standard Plus user?

Standard Plus Homepage

As a Natterbox Standard plus user you will be greeted with this homepage:

Support

From the support menu you will be able to raise cases and view existing ones that you have previously raised. You will not be able to see all cases raised by your organisation.

Knowledgebase & LMS

The other two buttons are available to all users that have access the Help Center. The knowledgebase is a public site and requires no login but we have linked it on the homepage for easy access. The LMS does require a user to be logged in to the Help Center to access the courses.

Ideas Hub

This button enables users to submit and share ideas for enhancing the Natterbox product. Your valuable input is greatly appreciated. For further details, please refer to this article.

What do I see as an Standard user?

Standard Homepage

As a Natterbox Standard user you will be greeted with this homepage:

Knowledgebase & LMS

From here you can go to the knowledgebase or access the LMS and enrol yourself to any available courses. The knowledgebase does not require a login but the LMS does. Make sure you have a login to the Help Center so you will have access to the LMS.

Ideas Hub

This button enables users to submit and share ideas for enhancing the Natterbox product. Your valuable input is greatly appreciated. For further details, please refer to this article.