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How to Reauthorise your Data Connector with Natterbox

  • Updated on Apr 10, 2026
  • Published on Feb 1, 2024
  • 3 minute(s) read
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A Natterbox support agent may inform you that there is an issue with your Data Connector or an API User.

Note: Please be aware that a deauthorized Data Connector may lead to service failures such as missing call reports, an inability for the CTI to load, and failed calls. To restore full functionality, we advise reaching out to Natterbox Support immediately to have it reauthorized.

Permissions Required for the Data Connector / API User

The Data Connector is responsible for connecting the Natterbox Platform on our backend system to your Natterbox App within Salesforce.

Natterbox, like many other Salesforce applications, strongly recommends the API user being assigned System Admin permissions. This is to prevent issues as the Natterbox solution is heavily customisable and can interact with many objects and fields.

Should System Administrator access not be provided, the following will need to be granted at a minimum:

  • API Enabled

  • View all Custom Settings

  • Customise Application

  • Modify All Data

  • Set Audit Fields upon Record Creation & Update Records with Inactive Owners - if users use Wrap- up functionality

The Natterbox permissions sets (NBVC Administrator and NBVC BasicUser) must also be assigned.

Furthermore, depending on the routing policies configured and desired call logging, modify access to the following objects is strongly recommended:

  • Account

  • Contact

  • Case

  • Lead

  • Opportunity

  • Task

Should any queries or DML be configured within the routing policies, the API user must also have access to the fields specified.

When making any future changes, it is important to note the custom permission limitations setup and impact this could have. Any changes are strongly recommended to be tested in a sandbox environment first

Why Customise Application?

We use Salesforce Protected Custom settings for our API operation to store sensitive information and the API user will need modify access. Modify custom settings options is available for users with "Customize application" permission only.

Steps to Reauthorise

  1. The support agent will request you to provide them with the name and email address of a Salesforce Administrator user within your Org.
    Note: It would be beneficial and expedite the process if this user is also a Natterbox Administrator.

  2. Once you have provided this information, the support agent will proceed to request the reauthorisation of the Salesforce Administrator as your Data Connector user.

  3. The subsequent steps will need to be carried out by the designated Salesforce Administrator.

    1. They will receive an email from Natterbox, which will prompt them to authorise the Natterbox Platform to connect to their Natterbox App in Salesforce.

    2. Kindly advise the Salesforce Administrator to check their spam, junk, or similar email folders if they do not find the email from Natterbox.

    3. From the email, they will need to click the "Authorise" button or copy and paste the URL link provided at the bottom of the email into their browser.


    4. A separate page will open from Salesforce to confirm authorisation. Users are required to click the "Allow" button, which is highlighted in blue.


    5. Upon completion, the user should receive a notification confirming the successful authentication.

  4. The subsequent steps must be carried out by a Natterbox Administrator.

    1. The user needs to navigate to the Admin Home tab within the Natterbox App in Salesforce.

    2. Within the "Admin Home" tab, users should navigate to the "System and Security" section and locate the "Scheduled Jobs" option.


    3. It is necessary to restart each scheduled job individually. This can be accomplished by selecting the blue "Stop Job" button adjacent to each scheduled job. This action will halt the selected scheduled job.
      Note: Each scheduled job will need to be stopped and started one at a time going down the list. Please only restart each scheduled job that is currently running.

    4. The user will need to wait for approximately 10-15 seconds and then click on the button labeled "Start Job". This process should be repeated for each scheduled job individually.


Additional Steps for Swapping a User

If you are swapping over a data connector user and the previous user was not broken or inactive, you will need to do an additional step after the steps above. You can tell that this step is needed if all the other scheduled jobs are running in the new user but the call reporting is still being created with the old user.

  1. Navigate to Salesforce Setup

  2. Search for ‘Connected Apps OAuth Usage’ in quick find box

  3. Look for Natterbox 01, and under User Count, if it shows more than 1, click on that number.
    Overview of connected apps usage with user counts and management options displayed.

  4. This will display the list of DC users

  5. Click ‘revoke’ next to the user that is the old data connector user.
    User activity summary showing new and old users with their connection details.

  6. Now call reporting records should be created