---
title: "How to complete a Sandbox Refresh or Create with Natterbox"
slug: "how-to-complete-a-sandbox-refresh"
updated: 2026-02-10T13:11:27Z
published: 2026-02-10T13:11:27Z
canonical: "docs.natterbox.com/how-to-complete-a-sandbox-refresh"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.natterbox.com/llms.txt
> Use this file to discover all available pages before exploring further.

# How to complete a Sandbox Refresh or Create with Natterbox

*Please note: this requires version 1.270 or greater for the Natterbox app.*

## Creating or Refreshing a New Sandbox

1. Whether you are [creating a new sandbox](https://help.salesforce.com/s/articleView?id=sf.data_sandbox_create.htm&type=5) or [refreshing an existing sandbox](https://help.salesforce.com/s/articleView?id=platform.data_sandbox_refresh.htm&type=5), you will need to create a sandbox template to make sure you have removed the Natterbox objects. *Please note: If you do not remove these objects before creating or refreshing your sandbox, you will experience severe issues and may not be able to fully set Natterbox up in that org.*

| Object Name | Object API |
| --- | --- |
| Availability Log | nbavs__AvailabilityLog__c |
| Availability Profile | nbavs__AvailabilityProfile__c |
| Availability Profile State | nbavs__AvailabilityProfileState__c |
| Availability Profile State Group | nbavs__AvailabilityProfileStateGroup__c |
| Call Queue | nbavs__Call_Queue__c |
| Call Queue Log | nbavs__Call_Queue_Log__c |
| Call Event | nbavs__CallEvent__c |
| Call Flow | nbavs__CallFlow__c |
| Call Log | nbavs__CallLog__c |
| Dial List Retry | nbavs__Dial_List_Retry__c |
| Dial Item | nbavs__DialItem__c |
| Dial Item Audit | nbavs__DialItemAudit__c |
| Dial Item Completed | nbavs__DialItemCompleted__c |
| Dial List | nbavs__DialList__c |
| Dial List Administrator | nbavs__DialListAdministrator__c |
| Dial List Report | nbavs__DialListReport__c |
| Dial List Target Group | nbavs__DialListTargetGroup__c |
| Dial List Target User | nbavs__DialListTargetUser__c |
| Error Log | nbavs__ErrorLog__c |
| Event Log | nbavs__EventLog__c |
| Filter View | nbavs__FilterView__c |
| Group | nbavs__Group__c |
| Group Administrator | nbavs__GroupAdministrator__c |
| Group Member | nbavs__GroupMember__c |
| Hourly Call Reporting | nbavs__Hourly_Call_Reporting__c |
| Individual Recording Access | nbavs__Individual_Recording_Access__c |
| Insight Category | nbavs__Insight_Category__c |
| Insight Category Configuration | nbavs__Insight_Category_Configuration__c |
| Insight Conversation | nbavs__Insight_Conversation__c |
| Insight Note | nbavs__Insight_Note__c |
| Insight Rating | nbavs__Insight_Rating__c |
| Insight User View | nbavs__Insight_User_View__c |
| Insight | nbavs__Insights__c |
| Insights Failure | nbavs__Insights_Failure__c |
| Insight Notes Deprecated | nbavs__Insights_Notes__c |
| Live Call Status | nbavs__LiveCallStatus__c |
| Natterbox AI | nbavs__NatterboxAI__c |
| Phone Event | nbavs__Phone_Event__c |
| Phone Number | nbavs__PhoneNumber__c |
| Preset | nbavs__Preset__c |
| Private Log | nbavs__PrivateLog__c |
| Recording Access | nbavs__RecordingAccess__c |
| Registered Number | nbavs__RegisteredNumber__c |
| Requested Skill | nbavs__Requested_Skill__c |
| Secure Pay Form | nbavs__SecurePayForm__c |
| Secure Payment | nbavs__SecurePayment__c |
| Service Presence Group Unsynced User | nbavs__ServicePresenceGroupUnsyncedUser__c |
| Skill | nbavs__Skill__c |
| Sound | nbavs__Sound__c |
| Temp Task | nbavs__TempTask__c |
| User | nbavs__User__c |
| User Skill | nbavs__User_Skill__c |
| User Template | nbavs__User_Template__c |
| User Template Status | nbavs__User_Template_Status__c |
| User Policy | nbavs__UserPolicy__c |
| User Ring Target | nbavs__UserRingTarget__c |
| User Settings | nbavs__UserSettings__c |
| User Voicemail | nbavs__UserVoicemail__c |
2. Once your sandbox has been created navigate to the admin home tab of Natterbox

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/image-1687951339698.png)
3. In the scheduled jobs section, click on the ‘Start Job’ button next to **Reset Sandbox Job** (This job is only available in Sandbox instances)

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/image-1687951686890.png)
4. Natterbox will now delete all data in the following objects and will reset your connection to the Natterbox servers

| AvailabilityProfileState__c |
| --- |
| AvailabilityProfile__c |
| CallFlow__c |
| Device__c |
| UserPolicy__c |
| Group__c |
| User__c |
| Sound__c |
5. Once the job has run when you try to access a Natterbox page you will be presented with the opportunity to enter a new Activation Token - you can get this token and OAuth e-mail (which you will use in the next step) by [raising a case with the customer support team](https://success.natterbox.com/s/support-selection).

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/image-1687956966564.png)
6. Once you have entered the activation token, you can click the link OAuth link in the e-mail sent from Natterbox. ![Email requesting authorization for Natterbox to connect with Salesforce application.](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/image (45)(1).png)
7. Now your Natterbox installation is ready to configure again.

## Setting up Natterbox in a fresh Sandbox

1. You will need to reach out to your account manager to request some licences and phone numbers for your sandbox.
  1. Once the licences have been assigned to your org, make sure to click the ‘Reload Subscriptions’ button from the [Admin Home](/v1/docs/licensing-review-your-subscriptions) page. ![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot 2025-10-03 at 22.25.27.png)
  2. Once the phone numbers have been assigned, make sure to click the refresh button from the Phone Numbers tab. Do not use the ‘New Phone Number’ button. ![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot 2025-10-03 at 22.32.37.png)
2. You can now recreate any users, groups, availability states you would like to replicate from production.
3. You can now create any routing policies that you would like. If you have [exported a policy](/v1/docs/restoring-a-policy) from production (or another org), be aware you will need to fill in the details that were removed before like the group or the extension before being able to save the policy.

---

### FAQ

#### Do I lose all of my metadata when carrying out the steps above?

Unfortunately yes, the steps above removes all metadata, it will be just like a fresh install of Natterbox. You are able to restore some objects through Data Loader and you can restore routing policies by following [this guide](/v1/docs/restoring-a-policy).

#### Why do I have to enter a new Activation Token and oAuth connector?

Natterbox has a one-to-one relationship with an instance of Salesforce and an account on our servers. When you refresh or create a new sandbox fundamentally a new instance of Salesforce is being created (you will notice your orgID changes) therefore we need to re activate your Natterbox installation and create a new link to our servers.

#### Do I have to follow the above steps every time I create a new Sandbox or Refresh an existing one?

Yes, every time you Refresh or Create a new Sandbox you will need to carry out the steps above.

#### Why do I have to run the scheduled job, why can't I just remove those objects from the Sandbox template?

You can also do that, however the scheduled job updates other custom settings for Natterbox which need to be changed when a Sandbox is created/refreshed. So even if you have removed the objects from the template you will still need to run the scheduled job.

#### What will happen if I don’t remove the objects listed ?

You will need to delete the package and re-install it. To do that, you will need to manually remove all the references to the Natterbox objects and fields. This can take a long time and is not a supported process. Using a template to remove the Natterbox objects and data is the **only** supported method for sandbox refresh.

#### Why can't Natterbox run a scheduled job to remove all the Metadata for me?

This could be possible, however with objects such as Phone_Event__c and Insights__c have the potential to carry very large amounts of metadata, if we run a job to to remove all this data we could end up delaying other scheduled jobs that are due to run.