REQUIRED Editions, Packages & Licenses
Available in: Salesforce Lightning Experience
Salesforce Permissions needed: NBVC Administrator PermissionSet
Natterbox Call Centre 1.57 and Natterbox Admin (AVS) 1.49 or higher
Natterbox Licenses needed:
Difficulty: 2/5
Go to the Natterbox Routing Policies tab. To do this, click on the App Launcher in the top left-hand side of your Salesforce screen(9 dots) and search Routing Policies
Select the policy from the list (That you want to amend)
Find the part of the policy with the Office Hours/time rule component
NOTE: If you don’t already have a time rule, click Action -> Apps then Rule and select Time Rule:
Now, what we’re trying to do is say Good Morning or Good Afternoon depending on what time of day that the caller is ringing. So, if you have an existing rule, change the component name to “Rule: Morning Office Hours” and change the Time to reflect this:
Now that you specified your morning office hours rule, you connect that up to a welcome message/switchboard where it says “Good morning and thank you for calling”, for example. On your rule component, press Link, then Action. When the new container appears, click Apps and then Speak
Or if you’re using a switchboard.. Press Link and then Switchboard
Now, you want to essentially repeat the same process, but this time you’re creating an Afternoon rule and linking the rule up to a message which says “Good Afternoon”
Your finished product should look a little like this:
TIP: Make sure that your Morning Rule is above the Afternoon Rule, so it looks at this first.
Make sure to save your changes
