How do I add the CTI to a lightning app (in the utility bar)

  • Published on Nov 18, 2025
  • 1 minute(s) read
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The Natterbox CTI automatically comes added to the Natterbox AVS Lightning App. If you would like this added to any Standard or Custom Apps, you will need to add this to the App’s Utility bar.

REQUIRED Editions, Packages & Licenses

  • Available in: Salesforce Lightning Experience

  • Natterbox Call Centre 1.57 and Natterbox Admin (AVS) 1.49 or higher

  • Difficulty: 1/5

  1. Go to Salesforce Setup and quick search App Manager.

  1. Click on the right drop down arrow for the App you wish to add the CTI to (e.g. Sales Console) and select ‘Edit’.

NOTE: You cannot add Open CTI Softphone to other Managed Packages. This is down to the publisher.

  1. Settings for that app will now load. On the left hand side, click Utility Items (Desktop Only).

  2. Click Add Utility Item, select Open CTI Softphone, and press Save at the bottom.

NOTE: If you’re using the Omni Channel presence integration, please use the “Natterbox CTI” utility item instead of “Open CTI Softphone”.