Overview
This article helps resolve issues where the Natterbox phone dialler or the Natterbox application is not accessible, is missing from Salesforce, or becomes stuck on a continuous "Loading..." screen when accessed via the Salesforce App Launcher.
Symptoms
You or your users may experience one or more of the following symptoms:
The Natterbox dialler (typically located in the bottom utility bar of your Salesforce Console) is missing upon logging in.
Searching for "Natterbox" in the Salesforce App Launcher (the 9-dot waffle icon) yields "No results" under Apps.
Clicking on any Natterbox-related item in the App Launcher displays an endless "Loading..." indicator in the console tab and fails to open the application.
Visual Reference
If your screen matches the behaviour shown below, please refer to the resolution steps in this guide:
Cause
This behaviour occurs when the Natterbox application, package licences, Call Centre assignments, or Salesforce Permission Sets have not been allocated to the user profile or individual user account.
Resolution
For End-Users
If you are an end-user experiencing this issue, please perform the following:
Contact Your Internal Salesforce Administrator: Only an authorised Salesforce Administrator within your organisation can assign the licences and permissions required to access Natterbox.
Share This Guide: Provide this article to your administrator so they can reference the official setup guides below.
For Salesforce Administrators
To enable your organisation to self-manage user access, provisioning, and general configuration, please refer directly to the official administration guides on the Natterbox Help Centre:
User Onboarding & Offboarding : For instructions on assigning package licences, allocating permission sets and to safely deactivate users, please refer to the Admin Onboarding & Offboarding.
App & Settings Configuration: Please refer to the Getting Started guide.
Additional Troubleshooting
If all licences and portal settings are verified as active, but the dialler still fails to load:
Clear Browser Cache: Have the user log out of Salesforce, clear their browser's cache and cookies, and log back in.
Incognito Mode: Have the user test access using an Incognito/Private browser window to rule out browser extension or local caching conflicts.
Contact Support: If the dialler still does not load, please open a case with Natterbox Support and provide the affected user's Salesforce Username and Org ID.
App Launcher Visibility in the App Manager
Even with the correct permission sets, the Natterbox AVS Lightning app must be configured to be visible to the user's Profile
A Salesforce Administrator must ensure the app is visible to them using these steps:
Go to Salesforce Setup and search for App Manager in the Quick Find box
Locate Natterbox AVS Lightning (or Natterbox Advanced Voice Services) in the application list
Click the dropdown arrow on the right side of the Natterbox app row and select Edit.
Navigate to User Profiles (or App Settings depending on the Salesforce version).
Ensure the user's specific Salesforce Profile (e.g., System Administrator, Standard User, or Custom Support Profile) is added to the Selected Profiles list so they have permission to view the app
Click Save.