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Permission Levels Matrix

  • Updated on Sep 18, 2026
  • Published on Jun 19, 2023
  • 2 minute(s) read
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Although these permissions apply by permission sets (Assigning the Natterbox Permission Sets for full details), please remember that many users fall into more than one, for example, a Team Leader might be also be a User, and therefore they will have the combined permissions of the two users types, being able to both user and the CTI, and access Groups and Call Reporting.

Note: Having incorrect permissions causes pages to be displayed with the Insufficient Privilege Salesforce error page.

These are the defaults - as with all Salesforce permission sets, those with the appropriate levels of access can update these permissions to suit the needs of the company.

Tab

Section

Administrator
(NBVC Administrator PermissionSet)

Team Leader
(NBVC TeamLeader PermissionSet)

User
(NBVC BasicUser PermissionSet)

Notes

Admin Home


✅

❌

❌


Recording Access Page

✅

❌

❌


Event Logs page

✅

❌

❌


Error Logs page

✅

❌

❌

User Home


❌

❌

✅

Link in this page opens user's profile as available in Natterbox Users tab.

Account Settings


✅

❌

❌

This includes editing skills and uploading sounds.

Natterbox Users


✅

❌

❌


Create new users

✅

❌

❌


User search / edit

✅

❌

❌


Edit existing users

✅

❌

✅ - own only

User accesses page via User Home tab link.


Access voicemail recordings

❌

❌

✅ - own only

User accesses page via User Home tab link.


Licenses page

✅

❌

❌

Phone Numbers


✅

❌

❌

Devices


✅

❌

❌

Groups


✅

✅

❌

Create/edit/delete a Natterbox group

✅

✅

❌

Add/group group members

✅

✅

❌

Add/group group administrators

✅

✅

❌

Check ‘group purpose’ boxes

✅

❌

❌

Routing Policies


✅

❌

❌

Dial Lists


✅

✅

✅

User can only create Personal lists, but can view/edit any list they are an admin for.

Call Logs and Recordings


✅ *

✅ *

✅ *

*Only the calls that the user is granted access to the recordings

Call Status (legacy)


✅

✅

❌


Call Reporting


✅

✅

❌


Wallboards


✅

✅ - own only

❌ - not in SF

All users can view wallboards outside of SF view read-only link. For more on wallboard permissions, see this guide.

Webphone


❌

❌

❌

Permissions granted from the Voice licence.

CTI


❌

❌

❌

Permission granted via licence (Freedom or SCV).

Call Center Configuration


✅

❌*

❌

*A team leader can view the Call Center Configurations but not make any changes.

AI Advisor


✅

✅

✅

For more information on Natterbox AI permissions, see this guide.

AI Advisor Settings

✅*

✅*

❌

*With an AI Advisor licence

Edit/Delete Prompts

✅*

❌

❌

*Needs the correct Salesforce permission either ‘Modify All Data’ or use this guide for non-admin users.

Create Prompts

✅

❌*

❌

The user will still need the ‘Modify All Data’ permission (or other option above. A team leader with the correct SF permissions cannot edit/delete prompts but can create a new prompt.

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