How to Upgrade

How do I get access to the features and enhancements in the latest version?

You will need to be on the latest version of our Natterbox package in order to take full advantage of our new features and updates. Below is a list of all the packages that Natterbox offers and their latest version. If you would like to learn more about the latest updates to the Natterbox platform, please click here. 

Natterbox App

Natterbox App Current Version: v1.291 (as of 15-Apr-24)

GET v1.291 HERE

This version contains all the latest features and updates.

Note: When upgrading this app, you must select "Install for Admins Only" as part of the upgrade.

Note: If you are upgrading from a version older than v1.143 (August 2020), you will need to install the update HERE first. Failure to do this will result in the install failing. Details of how to check which version you are currently using can be found in the section below on this page.

Note: If you are upgrading from a version older than v1.168.(January 2021), please read the guide HERE to enable the updated reports. Details of how to check which version you are currently using can be found in the section below on this page.

Freedom/Natterbox Call Center

Freedom Current Version: v2.59 (27-Mar-24)

Get v2.59 HERE

If you use Natterbox Freedom for Salesforce, Freedom Web, or Freedom Mobile, you will have this app installed.

Note: When upgrading this app, you must select "Install for all Users" as part of the upgrade.

Freedom Mobile

Freedom Mobile Current Version: v2.10 (06-Mar-23)

Freedom Mobile v2.10 is available in the Apple and Android App stores now. If you have automatic updates turned on for your mobile devices, you will have already received the update and there is nothing to do. If you do not have automatic updates turned on, please go to the app store and hit the "Update" button next to the Natterbox App to the get the latest version.

Service Cloud Voice

Service Cloud Voice Current Version: v1.197 (06-Feb-23)

Get v1.197 HERE

Note: When upgrading this app, you must select "Install for Admins Only" as part of the upgrade.

This app is for our Service Cloud Voice customers only. If you are not using Service Cloud Voice, there is no need to update this app.

Note: If you are upgrading from a version older than 1.193, you will need Natterbox assistance to upgrade to the latest version. Please contact your Customer Success Manager who will arrange the upgrade for you.

How do I check what version of the Natterbox Apps I’m using?

The Natterbox App, Freedom, and Service Cloud Voice

For the Natterbox App, Freedom, and Service Cloud Voice, this is done in the "Installed Packages" section of Salesforce:

• Log in to Salesforce and go to Setup

• In the Quick Search bar type "Installed Packages" and click on the Installed Packages link

• This page will then tell you the version numbers of the Natterbox App, Freedom, and Service Cloud Voice packages

"Natterbox" = The Natterbox App

"Natterbox Call Centre" = Freedom

"Natterbox SCV" = Service Cloud Voice

Note: Service Cloud Voice customers may not have the "Natterbox Call Centre" package installed. This is fine as the Natterbox Call Centre package is not required to run Service Cloud Voice.

Note: Freedom customers may not have the "Natterbox SCV" package installed. This is fine as the Natterbox SCV package is not required to run Freedom.

Freedom Mobile

You can check to see what version of Freedom Mobile you are using by following the below steps:

• Open the Natterbox App

• Go to "Settings"

• This page will show you the current version of the App you are using

FAQs

Do you publish the latest versions of your Apps?

We sure do! You can check back at any time to see what the latest versions of our packages are on this page HERE

Will I be charged to use the latest versions of these Apps?

No. The latest versions of these apps are provided as part of your subscription. 

Do I need to have people online to test it when it is live?

You don't need to test, it's a good practice upgrading to the latest package to ensure that the service is working as we expect it to.

Is there a roll back plan?

Once the Natterbox (AVS) or Freedom (Natterbox Call Center) version is updated, it cannot be rolled back, the solution would be to install a later version of the Natterbox package.

How to take a complete backup of the Production Org (including the data and configuration setup)?

You could back up all your data in a full copy sandbox, but this is a question for Salesforce support and isn't something we can assist with.

Will the existing configuration setup have any impact or get modified after the upgrade?

The configuration will not change, the only changes that would be applied would be to any faulty behaviour of the product.

Will our data be intact after the upgrade?

Natterbox updates do not remove data, a Natterbox app update would only introduce new data unless a service is deprecated.

What specific tests are required to validate the success of the package upgrade?

This depends, but typically, it is essential to ensure that the behavior targeted for a fix through the update undergoes thorough testing. To verify the overall functionality of the system, conducting various test scenarios such as inbound calls, outbound calls, external calls, internal transfers, calls to users, and DDI calls is recommended.

Usually how long does this upgrade take to complete for a Production Org?

It depends on the number of versions being applied in the update. If your package is significantly behind, the update process may take up to an hour. However, if you are only updating a few versions, the update should not exceed 15 minutes. In the event that it does, the administrator will promptly receive an email notification upon successful installation or if the installation was unsuccessful (in the event of a failed installation, service will not be affected).