--- title: "Natterbox and Salesforce" slug: "natterbox-and-salesforce" tags: ["Salesforce", "Salesforce Data ", "Salesforce Flow", "Salesforce Reports"] updated: 2026-07-10T15:09:32Z published: 2026-07-10T15:09:32Z canonical: "docs.natterbox.com/natterbox-and-salesforce" --- > ## 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. # Natterbox and Salesforce Natterbox is deeply integrated with Salesforce. Call reporting, routing lookups, and AI outputs all rely on Salesforce objects, fields, and relationships. A confident grasp of the fundamentals makes it far easier to configure Natterbox correctly, troubleshoot issues, and build reports that answer real business questions. It’s really important that your organisation has someone to take ownership of Salesforce, that could be someone internally or it could be a Salesforce partner that you work with. > [!NOTE] > ℹ️ > > **Note:** The Natterbox team can help with Natterbox configuration, but cannot provide general Salesforce training or Salesforce implementation. For Salesforce education, use the resources below or contact a Salesforce implementation partner. ## Recommended learning resources ### Foundations and certification - [Salesforce Trailhead](https://trailhead.salesforce.com/) - free, hands-on learning paths covering every area of Salesforce. Start here if you are new to the platform. - [Admin Beginner trail](https://trailhead.salesforce.com/content/learn/trails/force_com_admin_beginner) - a guided introduction to the core admin skills, ideal before attempting certification. - [Salesforce Administrator Certification](https://trailhead.salesforce.com/en/credentials/administrator) - the recommended baseline for anyone administering Natterbox. - [Salesforce Help](https://help.salesforce.com/) - official reference documentation for features and settings. ### Core concepts to prioritise When learning Salesforce for use with Natterbox, focus on the areas below. Each includes a recommended resource to get you started. #### Objects and fields Objects and fields are how Salesforce structures and stores data. Understanding standard versus custom objects, and the field types available, underpins a lot Natterbox. - [Data Modelling module (Trailhead)](https://trailhead.salesforce.com/content/learn/modules/data_modeling) - covers objects, fields, and relationships together. - [Overview of Salesforce Objects and Fields](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_concepts.htm) #### Understanding Salesforce IDs Salesforce IDs appear throughout Natterbox configuration and routing policies, so it helps to understand what they are and how they are structured. Every record in Salesforce has a unique ID that is either 15 or 18 characters long. The key points to know: - The Salesforce ID of a record can be found in the url, for example if the URL was: `https://my.business.lightning.force.com/lightning/r/Contact/003QH00000QbXKbYAN/view` 18 character ID = `003QH00000QbXKbYAN` 15 character ID = `003QH00000QbXKb` - The first three characters identify the object type (for example, `001` is an Account). - 15-character IDs are case-sensitive, while 18-character IDs are case-safe - the final three characters are a checksum. - You can convert a 15-character ID to an 18-character ID in Salesforce using the `CASESAFEID()` function or [use this converter](https://www.adminbooster.com/tool/15to18). For a clear, in-depth explanation, see [Demystifying Salesforce IDs](https://medium.com/@vishwakarmaas27/demystifying-salesforce-ids-b378820aa631). > [!NOTE] > 💡 > > **Tip:** Whenever you need to reference a record ID in Natterbox configuration, use the 18-character version #### Lookup and master-detail relationships Relationships connect records across objects. Knowing the difference between a loosely coupled lookup and a tightly coupled master-detail relationship helps you understand how data links together and how deletions and reporting behave. - [Create Object Relationships (Trailhead)](https://trailhead.salesforce.com/content/learn/modules/data_modeling/object_relationships) - the official walkthrough of lookup and master-detail relationships. - [The 6 Types of Relationships in Salesforce (Salesforce Ben)](https://www.salesforceben.com/relationships-in-salesforce/) - a clear, practical comparison of every relationship type. #### Report types Every report is built on a report type, which determines the objects and fields available to you. Choosing the right report type is one of the most common stumbling blocks when building Natterbox call reports. - [The Ultimate Guide to Report Types (Salesforce Admins)](https://admin.salesforce.com/blog/2017/ultimate-guide-report-types) - a thorough explanation of how report types work and when to build a custom one. - [Custom Report Types (Salesforce Help)](https://help.salesforce.com/s/articleView?language=en_US&id=xcloud.reports_report_type_setup.htm&type=5) - official reference for creating and configuring custom report types. #### Page layouts and record pages Page layouts and Lightning record pages control which fields, related lists, and buttons users see. This matters when surfacing Natterbox fields and related lists on the records your agents work with. - [Customize Record Page Components and Fields (Trailhead)](https://trailhead.salesforce.com/content/learn/modules/lex_customization/lex_customization_page_layouts) - explains how the page layout editor and Lightning App Builder work together. #### Salesforce permissions Profiles and permission sets determine what users can see and do. A missing permission is one of the most common reasons a user cannot access a Natterbox feature, field, or report. - [Data Security module (Trailhead)](https://trailhead.salesforce.com/content/learn/modules/data_security) - covers object, field, and record access, including profiles and permission sets. - [The Salesforce Admin's Guide to Profiles and Permissions (Salesforce Admins)](https://admin.salesforce.com/blog/2026/the-salesforce-admins-guide-to-profiles-and-permissions) - explains the modern, permission-set-led approach to user access. #### Salesforce Flows (More Advanced) If you are looking to get the most out of Salesforce and Natterbox, you will likely need to build a Salesforce Flow at some point. A good example of this would be pushing AI results to related records: [Pushing AI Results to Tasks](/v1/docs/pushing-prompt-results-to-tasks). Natterbox will give advice on how to interact with Natterbox objects and fields but you will need to take ownership - [Salesforce Flow Basics Trailhead](https://trailhead.salesforce.com/users/hsharma31/trailmixes/complete-salesforce-flows-trailmix) - [Learn Salesforce Flow With These 11 Trailhead Units](https://www.salesforceben.com/learn-salesforce-flow-with-these-trailhead-badges/) ## Getting help If you are stuck on the Salesforce side of a Natterbox task, work through the relevant Trailhead module first, then check Salesforce Help. For questions specific to how Natterbox uses Salesforce, contact your Natterbox account manager or the Natupport team.