6.1.1. Recording Access

How do I grant access to call recordings?

When calls are recorded through Natterbox, the recordings are stored in AWS but they are accessible in Salesforce on the call reporting record or from the Call Logs and Recordings tab.

1. Go to the App Launcher in Salesforce search Admin Home
   
   
   
2. Click on Admin Home and then click on Recording Access on the top left hand side of the page:
   
   
   
3. If the user is not listed on the Record Access Home page, click New Recording Access and create the new recording access as follows:
   
   
   
   Note: If the User/Group is already listed, this means that they have already been granted recording access. In which case, press edit next to the entry in the list.
   
4. Once you click on New Recording Access, you will be taken to page similar to below:
   

The Type refers to who you want to provide recording access - User or Group? Selecting Group will show you all of the Natterbox Groups (with the Record Purpose) in a dropdown. Choosing User will allow you to search for a Natterbox user. In order to select a user, click the magnifying glass to open a lookup window. You can then search for and select the user.

Note: If you do not see the user when searching. This means either the user doesn’t exist as a Natterbox user, or the user does not have a record license.

The next dropdown, Can access, refers to whose recordings that user or Group can access - All), Groups, Own, None and unknown.

• All - user can access all call recordings in your instance
• Groups - user can access call recordings made / received by people in the selected groups
• Own - user can access their own call recordings
• None - user cannot access recordings
• Unknown - user cannot access recordings

When Groups is selected, this allows you specify which groups recordings they can have access to.

TIP: Hold Ctrl/ Command when clicking to select multiple Groups

Then finally you can set whether or not you want the users within your policy to have the ability to download call recordings

Checking this option will remove the ability to download call recordings from the UI across all Natterbox products (note this option is unchecked by default).

5. When you’re done, make sure to press Save.

Note: In order to access someone else's call logs (on the Call Logs & Recordings tab), that user will need to have the NBVC TeamLeader PermissionSet as a minimum requirement. More information permission sets can be found here.