Messaging App on Page Layout The Natterbox Messaging App can be added to the page layout via a Visualforce page. There are various ways this can be done in Salesforce, this guide focuses on editing the page from the page

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

Lightning Service Cloud using Omni-Channel integration. V2.3 https://login.salesforce.com/packaging/installPackage.apexp?p0=04t2G000000KTSm Lightning CTI component no longer breaks when multiple Call Centers are defined. V2.1 https://login.salesforce.com/packaging/installPackage.apexp?p0

now Add and Edit numbers in Device Ring Order. App now supports organisations with over 1000 phone numbers. V1.85 This build requires CTI 2.3 or above to be installed. Wrapup codes/labels not showing in CRO fixed with

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

Persona In many cases, your Call or Digital Workflows may invoke multiple AI Assistants in sequence within a routing policy. For example, you might use a Router Assistant to direct a call, where one of the routes connects to a

All Conversational AI data is flagged on the Call Reporting Object within Salesforce and can be reported on. Conversational AI introduces the following new fields: Field Name Field Definition AI Agent Invocations A count of how many times the Assistant

Summary Used for: Allows a caller to input digits that might be used to query Container: Switchboard Call Policy: ✔ Data Analytics Policy: ✖ Configuration Details The Get Info app allows the policy to glean information from the caller in

looks for an entire phrase ‘cat or mouse’. In order to look for either word it must be a complex query which reads ‘ “cat” OR “mouse” ‘. Below is a list of all our supported logical operators, you can also

Queue components are focused on reporting on the agents, live calls and statistics around your configured call queues. Queues: Agent List The Agent List component displays the status of all agents in a queue Video tutorial How to configure Agent

they have a billing contact role. If a user does not have access, when the button is clicked, this message will be shown:

Available in the Call  Policy? Available in the Data Analytics  Policy? Available in the Digital Policy? Available in the System Policy? ✖ ✔ ✖ ✖ Purpose: The Debug app enables the data values applied to specified macros to be checked

is granted only in accordance with the IT Permissions Concept, is granted only once the identity of the user has been confirmed by authoritative bodies, is only granted on a need-to-know basis, is always tied to a

Natterbox offer over 150 Google and Amazon Polly voices for use in your account, ensuring you have the widest selection of Text to Speech Voices possible to match your needs. Below is a table showing all the voices currently available

What is A2P 10DLC Registration? A2P 10DLC is a system in the United States specifically that allows businesses to send A2P (Application-2-Person) messaging via the standard 10DLC (10 digit long code) phone numbers. All messaging traffic sent via

Please note: this is a legacy tab used in the classic environment and is no longer under active development. To listen to live calls we recommend using either the Freedom CTI or  Wallboards . Recent updates to the platform have allowed

When a conversation has been created it will have a state of the compliance level on it. This is based on the consent status of the conversation which is separated into the following types: Explicit Opt In Implied Opt In

What is Digital Wrap-Up Reporting? Digital Wrap-Up Reporting is reportable data that is pushed into Salesforce when a Digital Wrap-Up is created, it focuses on providing information into what has happened during that conversation. It focuses on

setting. Please use one of the following options instead to select specific recipients to suit the policy. Cc these mailboxes (in addition to the defaults) - opens a Cc mailboxes field in which to select users whose voicemail mailboxes will gain