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AI Advisor

  • Updated on Jun 12, 2026
  • Published on May 20, 2026
  • 4 minute(s) read
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AI Advisor transcribes calls and runs prompts post-call. This means post-call work can be automated and call coaching can happen on every call.

There are many ways to customise AI Advisor, you can push prompt results to other records using Salesforce flows, create visual scorecards for agents, and run a multitude of prompts on both human and AI agents.

You can find calls using Salesforce reports or the AI Advisor tab. For a deeper look, open the player to see the transcript:

Overview

  • For a user to have their calls analysed they need a Record licence (to record their calls), an Insight licence (to transcribe their calls) and an AI Advisor licence (to analyse their calls using AI).

  • To configure AI Advisor, you will need to configure settings in a few places (including the Account Settings tab and Routing Policy). These are summarised on this guide for AI Advisor Settings.

  • You will need to grant permissions to team leaders and admins that need to review the calls using the AI Advisor records and the player (seen above).

  • When you are ready to create your prompts, take a look at our prompt library for examples. We recommend using your own company AI tools to create your Natterbox prompts.

  • Reporting with AI Advisor can be done using the Natterbox AI object. Two records are produced per call; one focused on the employee and one focused on the customer (differentiate these using the Caller Type field). You can also run a prompt on the AI agent part of a call, the human agent part of the call or both.

  • To get the most out of AI Advisor, once you are happy with a prompt, it is recommended to create Salesforce flows to push data to various objects. This will be created and managed by your internal Salesforce team but Natterbox are able to make recommendations on the Natterbox fields and how to get the best results from your prompts. Here is a guide with an example of how to push a summary of the call to the task and here are some other examples to inspire some ideas:

    • Pushing a summary of the last call to a field on the contact (this would be overwritten after every call)

    • Creating a follow up email

    • Attaching a summary of a sales call to the opportunity

  • AI Advisor can be very useful for multilingual teams. You provide a summary of a call in English, even if the agents and caller spoke in Spanish.

FAQ

Can I ask AI Advisor to run prompts for certain departments?

You can configure AI Advisor for certain call paths but all prompts are run against all calls where users have the AI Advisor and Insight licences.

Is there a way for all users in a group to see all of their group’s calls? 

To enable users of a group to see all their group’s Insight calls, the Administrator needs to:

  • Go to the Groups tab

  • Select the appropriate group

  • Navigate to the Group Administrators section

  • Check Allow Insight Access against All Members

Is there a way for one user (a team leader) to see all the group's calls? 

To enable this, the Administrator needs to:

  • Select the appropriate Group(s) from the Groups tab

  • Navigate to Group Administrators section

  • Click Add, select the name of the person who is to be made Admin and click Add again:

  • Tick Allow Insight Access

  • Repeat these steps for any other groups that person is to be a Group Administrator for

Will AI Advisor work with Service Cloud Voice?

Yes, AI Advisor and Service Cloud Voice are mutually compatible with each other.

Are AI Advisor call recordings stored in mono or stereo?

All call recordings are stored in stereo.

Why are my notes no longer being displayed?

If you have created a new custom Event Type, you will have to ensure the API Name is a numerical value from 0-1000 otherwise they will fail to be displayed

Where is AI Advisor data processed?

  • Call data is processed via the Natterbox platform

  • The audio data is then processed by our transcription and AI analytics provider who send it back to us

  • We then send the call meta data to Salesforce and send the transcription to an AWS instance for storage

  • Then access to the transcription data is managed via the customer's Salesforce through Natterbox AI Advisor

How long are transcriptions retained?

Transcription and AI analysis data is treated the same way as call recordings and are both subjected to the same retention rules that they were configured and archived with.

Can I use my own Custom S3 Bucket to archive transcriptions and AI analysis?

Yes, recordings, transcriptions and AI analysis can all be stored together on your own custom S3 bucket, see here for more.