Following a Natterbox App upgrade, Salesforce administrators may need to update Field-Level Security (FLS) settings. Stricter security rules in newer package versions require explicit user profile access to standard phone fields. Without this access, the integration cannot query necessary fields, causing CTI errors for your agents in the dialler. You may experience this from Natterbox App package v1.378 and onwards.
Why is this happening?
These permission requirements come from Natterbox aligning with Salesforce’s platform security standards.
Natterbox fully respects your org’s object and field-level security (FLS).
Any access the dialler needs must be explicitly granted through a Profile or Permission Set.
How to Identify the Issue
If a user experiences dialler issues, use this quick checklist to confirm if it is an FLS permission block:
User Symptom: The Natterbox dialler fails to transfer/connect, or a red error message is displayed directly in the dialer interface.
CTI Error Message example:
No such column '[Field Name]' on entity '[Object]'. If you are attempting to use a custom field, be sure to append the '__c' after the custom field name.
Please reference your WSDL or the describe call for the appropriate names.
Step-by-Step Resolution
We make sure to advise customers of the following if they hit this post-upgrade:
Identify the blocked field and the associated object from the error message.
Go to SF Setup > Object Manager > [Object] > Fields & Relationships > [Field Name].
Click Set Field-Level Security and ensure Visible is checked for their user profiles.
Please note:
Once access is granted to the Home Phone field, the error may move to Other Phone. Granting access to both resolves the issue. If this happens, simply repeat the steps above for the next field.
FAQs
I updated FLS for the specific field in the error message, but now agents see a new "No such column" error with a different field. Why?
This is a common cascading behavior of the dialler. For example, once you grant access to the HomePhone field, the error may immediately move to OtherPhone. This happens because the system validates required fields sequentially. Simply repeat the step-by-step resolution above for the new field named in the error message.This error occurs due to a Field-Level Security restriction within Salesforce. When a call centre agent searches for a contact, the CTI runs a background query to scan standard phone fields; if the agent's profile lacks read permission for any of these fields, Salesforce blocks the search query.
Does Natterbox bypass our Salesforce Field-Level Security (FLS)?
No. Natterbox strictly respects your Salesforce organization's object and field-level security settings. The dialler cannot autonomously read, query, or display fields unless the administrator has explicitly granted read permissions to the user's Profile or Permission Set.
Why did this start happening suddenly without us changing any security settings?
This is due to a Natterbox App upgrade (v1.378 or later). Newer versions of the Natterbox package enforce stricter security rules to align with updated Salesforce platform security standards. This requires explicit permission for standard phone fields that may have previously been accessed implicitly.
How do we prevent this issue during future Natterbox upgrades?
When planning a package upgrade, Salesforce administrators should review our Technical Prerequisites and any notes on the How to Upgrade page. For this current upgrade, verify that agent Profiles or Permission Sets have visible access to standard contact, lead, and account phone fields (such as HomePhone, MobilePhone, and OtherPhone).