This is a tab found within the Natterbox Lighting app called Account Settings or you can search for it in the app launcher: It can only be accessed by users with Natterbox administrative permissions and it holds settings for the organization, for example, selecting hold music to play when a caller is put on hold, how many records should be displayed in a standard list, and configuration for Availability , Skills and Sounds. Editing Account Settings Click the Edit button to open the page for editing. When opened for editing, the page that opens holds both Settings , CTI Settings and General Settings. Each of these areas will be detailed in the appropriate sections, but please be aware that some areas require editing by selecting ‘Edit’ at the top, while others can be modified directly from the page. Settings Click edit to make org wide changes to: Hold Music Time Zone Present

In the tab 'Call Logs and Recordings' you can search and listen to call recordings. Here you can filter by date range, Natterbox User or a specific phone number. If the call recording has a voice recording you will see this icon: and clicking on it will launch the player so you can listen to the recording and/or download it if needed. If the icon is grayed out, then you don’t have recording access and this will need to be assigned by a Natterbox administrator. Some recordings will have two  icons, this is related to the different legs of the call (see reporting for further clarification) Call recordings are stored in AWS and are in .wav format and saved in 16bit and 16kHz. If a call recording is greyed out, you either don't have access or that part of the call is not recorded. In order to

This means that customer engagement is higher and they are more willing to talk to the agent. Also resulting in higher conversion rates. Here is how to set this up: First, you need to generate the web to lead form. Go to Setup > Web-to-Lead > Create Web-to-Lead Form Make sure phone fields are included in the Selected Fields e.g. mobile, phone… Add in a Return URL, this is the address that the lead will be taken to after they fill out the form. This can be google.com for test purposes. Uncheck recaptcha for test purposes Generate Copy code, paste into text file and save as HTML file Next, we need to create the process builder: Object = lead Start the process: only when a record is create Criteria: Lead Source = Web Immediate action: Apex Class = Natterbox Phone Call Originator Object Id > Field Reference > Lead Id

How to Enable and Configure Quick Case Open the Natterbox Call Centre Configuration. Click Edit next to the call centre that this feature is to be applied to. Navigate to the bottom of the page to the Quick Case section and check the box for both Quick Case Creation Enabled and Show Edit Quick Case Subject (the latter allows the user to enter a case Subject line). Click New for Custom Quick Case Template (this allows the user to add fields that they can edit while creating the case). Select any Fields for the user to edit while creating the case: Use the drop-down list to select a field to be added. Under the Set the Value we can set what happens to this field during the case creation. For example, adding the account ID of the customer we would select Account ID as the field and we will

The Natterbox Keywords area allows you to manage which phrases, words, or strings can be configured and what action they will perform. A good example of this is that you may have the word “UNSUBSCRIBE” which acts as an Opt Out of messaging. This means that if this message is received then the Natterbox Messaging service will update the Consent status in Salesforce for that conversation to Opt Out. The agent will be notified of this in the conversation and will not be able to send anymore messages in this conversation. Consent is following the same rules and behaviour as per this article here. Available for SMS? Available for WhatsApp Business? ✔ ✖ Keyword Actions When a keyword event happens in the conversation, you will see the following line delineations appear in the conversation history after the keyword message that triggered it. Explicit Opt In The customer has Opted In

We have established several stages to help you understand where an idea is on its journey to becoming a product or feature. Proposed - A community member has suggested an idea, but the product team has not yet evaluated it. Please continue to vote, comment, and engage with the idea; increased activity will expedite the review process by the Natterbox team. In Review -The product team reviews ideas during their quarterly roadmap meetings. This idea will be considered along with other suggestions and business priorities. If accepted, its stage will be updated to Planning. If not, it will revert to Proposed. Your Customer Success Manager can provide details on its next review. Planning - The product team is gathering requirements and collaborating with the engineering team to establish a development timeline. If you've commented or voted for this idea, a product team member may reach out for your input. At this

Why can’t I launch a payment session from Freedom? For inbound calls, an administrator will need to confirm with Natterbox that the dialled number has been correctly provisioned as being PCI compliant, without this the option to take payments will not be given, even if the agent has a PCI license. Otherwise if you’ve recently been set up and this is your first payment and the TAKE PAYMENT option is not provided from Freedom , you may need to clear your browser’s cache. PCI or PCI Pal stands for Payment Card Industry and pal is the component for taking secure payments over the phone. Natterbox's newest user interface for voice communications that works within Salesforce, in a web browser, and on mobile.

callers in the queue and allows the ones who have waited for a long time to be put ahead of those who have just entered. If a padlock appears on the Value field, this can be clicked to ‘unlock’ the field. By doing this, instead of selecting from the predefined values (see below for ranges), a macro can be inserted, either from the macro selector or from scratch. The macro selector icon is also displayed in several of the value fields which require a more customised response, shown below with a **. Once a Property has been configured, it cannot be added again within the same App. Once used, the property in any subsequent drop down field is greyed out. Custom Properties can be used to populate any field on the Call Reporting object. Property = the field label of the field you wish to populate. For example, for the field ‘Main

Whether you are adding an availability state to a new profile or an existing state, the steps are the same. There are also 2 main ways to configure a state; an available state and an unavailable state. An Unavailable State An “unavailable state” is an availability state with no groups assigned to it. Examples of this: Break, Lunch, Holiday, Logged Off, etc… You can see that no groups are in the ‘Assigned Groups’ box. The only set up that is needed is inputting the name, then click Save (leave the rest). An Available State An “available state” is an availability state with 1 or more groups assigned to it. Examples of this: Logged In, Available, Available for Support, Available for Overflow, L1 Support, etc… To allow users to receive calls from a particular group (which will likely be assigned to a hunt group or call queue in a routing policy

Natterbox uses Salesforce's own reporting engine so if you know Salesforce reports, Natterbox reporting is going to be a lot easier. Here are the main report types that you will use (depending on the Natterbox features you use) and are already in your org installed by the Natterbox package: Call Reporting Phone Events Phone Events with To Call Recording Call Reporting with Requested Skills and Skill Availability Logs Video Tutorial Here is an introduction to reporting... Pre-built Natterbox Reports When Natterbox is installed, it comes with two Prebuilt folders containing useful reports (Inbound / Outbound). These reports provide insights into call activity but can be fully customized to meet your organization's specific needs. We recommend not overwriting these reports but duplicating (save as) and then editing them so you can retain the originals for reference. Reporting on call statistics is essential for tracking performance, optimizing workflows, and gaining

Discover the power of collaboration with the Ideas Hub! This space is dedicated to Natterbox users, customers, partners, and employees, inviting you to share your innovative ideas and suggestions. Your contributions are vital to enhancing Natterbox's functionality and driving future developments. Join us in transforming your ideas into reality!

LUA script? See below for the language mapping : Bulgarian : bg Catalan : ca Chinese : zh Chinese (Simplified) : zh-CN Chinese (Hong Kong) : zh-HK Chinese (Taiwan) : zh-TW Czech : cs Danish : da Danish (Denmark) : da-DK Dutch : nl English : en English (US) : en-US Estonian : et Finish : fi Flemish : nl-BE French French (France) : fr French (Canada) : fr-CA German : de German (Switzerland) : de-CH Greek : de Hindi : hi Hungarian : hu Indonesian : id Italian : it Japanese : ja Korean : ko Korean (South Korea) : ko-KR Latvian : lv Lithuanian : lt Malay : ms Norwegian : no Polish : pl Portuguese (Brazil) : pt-BR Romanian : ro Russian : ru Slovak : sk Spanish Spanish (Spain) : es Spanish (Latin American) : es-419 Swedish : sv Swedish (Sweden) : sv-SE Thai : th Thai (Thailand) : th-TH Turkish : tr Ukrainian : uk Vietnamese : vi

What is changing? Effective November 8, 2023 the Natterbox SMS functionality in Routing Policies will be having a restriction added for Toll Free SMS requiring a verification process. This is in line with US regulation on messaging from unverified numbers. Moving forward you must ensure that the number you are sending SMS from is verified and assigned to your brand. Once this verification step is complete, you will be able to continue to use this SMS functionality as before. Failure to get your US Toll Free numbers verified will result in your SMS from Routing Policies being restricted or blocked. What action do I need to take? Please complete this form to ensure your numbers are verified and your service will not be interrupted.  https://www.cognitoforms.com/Natterbox/SMSSenderNumberAuthorizationForm Note: Under SMS Number Type select Toll Free The Toll Free verification process qualifies the messaging traffic to be tagged

ADDITIONAL CLAUSES FOR AUSTRALIAN CLIENTS with contracts less than AUD Forty thousand (40,000) Governing Law. The Uniform Computer Information Transactions Act (“UCITA”) will not apply to this Agreement regardless of when and how it is adopted, enacted and further amended under the laws of the applicable jurisdiction. If UCITA is adopted and enacted in the applicable jurisdiction and, as a result of such adoption and enactment or any subsequent amendment, the Parties agree to take such action as may be reasonably required, including amending this Agreement accordingly. If Client’s registered office is located in Australia then this Agreement will be governed by the laws of New South Wales, without regard to its conflict of law principles. The Parties submit to the exclusive jurisdiction of the court in the State of New South Wales, Australia. In addition, the provisions of the SSA’s General clauses  are included in this

strategy This functionality was removed as we identified no Active Users using these types of Dial Lists on the platform. Will my existing Dial Lists be affected? Your existing Dial Lists will be updated to the following criteria: If you have any Personal Dynamic Dial Lists these will be deactivated If you have any FIFO Dynamic Dial Lists these will be deactivated All existing Dynamic Dial Lists will have Dial List Reports and Dial Item Audits toggled off by default - These will need to be manually toggled on if you wish to continue to use Dial List Reports, it is recommend to have Dial Item Audits disabled unless experiencing issues with a specific Dial List. Dial List reporting whilst existing it is often recommended to use the Call Reporting functionality that will still function even if Dial List Reports are toggled off. If I already have over 30 Active Dynamic

The Voicemail Assistant is our interactive answering machine. With this Assistant you can neatly capture, summarise and send messages from your customers to your agents. Configuring a Voicemail Assistant After creating a Natterbox AI component from the Routing Policies, simply select the Voicemail App. Set the owner of the voicemail box This name will be used by the Assistant when communicating with your customers, you can use the Connected name macros here e.g. Hi I'm Lucy. I'm the Voice Assistant for Joe Smith Set the name of the caller Again the Assistant will use the name of the caller in the conversation if it’s known, again you can use the Caller name macro to access this (provided you already have a against the number in your system) Set the destination email address This will be the connected user’s email address - unless you’re using a

Id/Record Dropdown list: all of the available recipients within the type of target selected are listed. Listed in alphabetical order, default is whichever target is first in the list. Select the specific target. Post Text Blank text field** Enter the text that should be the content of the notification. Macros can be used. Notification Target Dropdown list: Call*/User/Org Select who should receive this notification withint their CTI. Depending on this selection, the option beneath it will change, or, for Org, disappear completely. Call Type*/Target User Dropdown list: This Leg OR Pre-filled text field** $(UserID)* When Call is selected above, this is a dropdown list with only a current option of This Leg. When User is selected above, this is a text field, prefilled with $(UserID), which targets the user making the call. This can be changed and macros can be used to find

In order to use a wallboard and see how it will look for users, click on the .+ This will load the wallboard into a new tab, and it will appear as the read-only view. Note:  when using the Wallboards for public display purposes it’s recommended to create a  read-only link  and run it from a new tab. This way Wallboards will not be impacted when the Salesforce session expires and will continue to operate. Interactivity options Interactivity options allow the user (any user who has access to the wallboard) to perform an action that directly affects agents or calls depending on the configured components. Agent List  and Queue List have interactivity options - these are disabled by default but can be turned on from the configuration settings on the component. Users with access to a wallboard read-only URL will have access to these interactivity options if they

Natterbox Support may require Network Logs from the browser to troubleshoot various issues. There are a few different methods to open the Developer tools in Chrome and MS Edge to access the logs. 1. Press Ctrl + Shift + I on a Windows keyboard or CMD + Alt + I on a Mac keyboard or right click on the browser page and click inspect 2. Once the Developer tools are open, Click on the Network tab and tick the Disable cache box. 3. Navigate to the website you're experiencing issues with while the Network tab is open. Wait for the data to be collected in the Developer tool window (About 30 seconds). Then click the Export HAR button (Down Arrow) and save the resulting file. 4. Attach the file to the email thread with Natterbox support or if you're raising a new case, log in to the Help Center and raise the

The insight notification panel updates the user about notes that have been written on Insights for their attention, as well as the status of these notes. The panel can be displayed on the Home tab where it will look like this: To choose where you want it to appear on the Home tab, go to: > Setup > Edit Page Pull Insight Notification Panel  to the area you want it to appear Once you have configured this click: Save Activation The activation window will allow the home page configuration to be applied across the whole org or as an app default. One way to configure it is to select App Default  and locate the Natterbox App to make sure this appears on the home page within the Natterbox app exclusively. The Insight Notification Panel can also appear as a Utility Bar item where it will look like this: This panel will be