Summer 2023

To upgrade to the latest package and access our new features, please see How to Upgrade.

Its time to bring out the Pina Colada's and throw some food on the BBQ, Summer 2023 is here! Read on to discover all the things Natterbox has been up to to brighten up your summer holiday:

Insight

This update introduces three major features - self managed categories, a new transcription engine and support for new languages and dialects.

• Self Managed Categorises - Insight Categories can now be fully managed via the Natterbox App allowing you to tailor your query whenever and however you want. There is no longer any need to contact Natterbox support when you want to update a category. 
• New Transcription Engine - With the new engine comes a major boost in transcription accuracy, allowing for a greater quality of reporting data!
• New Languages/Dialect Support - We will now be supporting Danish, German, French, Italian and Spanish as well as specific dialects such as US, AU and Indian english, allowing for more accurate transcription

See here for more on Insight

Insight Demo

Insight FAQs

Can I upgrade to the latest version myself?

No - please contact your customer success manager so that we can move you to the latest version

Will I lose any data or category information when I move?

No, historic data remains untouched

How can I find out more about Insight?

Please see here for Insight in general, and here for updating Categories and here for updating languages.

As an existing Insight user will I get access to these features?

Yes, all the new features are available for existing Insight users, please contact Natterbox in regards to getting upgraded.

How accurate is the new transcription engine?

With this update seen transcription quality on average jump up to a minimum of 80%, see more on accuracy here.

What are all the languages and dialects now available?

• English (Australia)
• English (India)
• English (New Zealand)
• English (UK)
• English (US)
• French (France)
• French (Canada)
• German
• Italian
• Spanish (Spain)
• Spanish (Latin America)

PCI

This update introduces three features around creating a tighter integration with Salesforce - SSO support, embedding Agent Assist into Salesforce and pulling data from Salesforce as part of a payment.

• SSO - Rather than managing a separate login SSO can be enabled with PCI so that your Salesforce credentials become your only credentials necessary to take payments
• Embedding Agent Assist - The PCI payment window is now a Lightning Component that can be embedded into Salesforce inside any Lightning view you wish
• Pulling data from Salesforce - You can save time when taking payments by mapping your payment workflows to your Salesforce objects to quickly pull through data automatically and pre-populate any forms

See here for more on PCI

PCI Demo

PCI FAQs

How does data get pulled from Salesforce when auto-populating a payment form?

Data is pulled directly from the Salesforce object that the agent launches the payment from, it just relies on a mapping being made between that object and your payment workflow.

Can data be pushed back to Salesforce after a payment is complete?

Currently it’s not possible to send back data to Salesforce (i.e. to update a payment record), that’s something we’re looking to support in the future.

Sandbox Support

Sandbox support has been added to Natterbox, meaning within just a few clicks your newly created (or refreshed) sandbox will have a brand new installation of Natterbox ready for you to use as you need. The process of refreshing Natterbox will remove all Natterbox dependancies so that the installation isn't looking for any missing data and update custom settings to ensure the link between Natterbox and Salesforce remains.

Refreshing your Salesforce sandbox is important for keeping your development environments in sync with your production environment. This facilitates accurate testing and development, making merging code and configuration changes less complex and reducing the risk of errors during deployment. 

Sandbox Support Demo

Sandbox Support FAQs

Where can I find documentation on how to configure my Sandbox to support Natterbox once refreshed?

User guide can be found here

Why do I have to run additional processes to have my Sandbox support Natterbox?

With all telephony platforms there has to be a one-to-one relationship between data (such as routing policies, groups, phone numbers etc) stored on the Natterbox servers and the Salesforce instance they are configured in. When refreshing, the data is carried over but the link between Salesforce and Natterbox is broken, the additional process deletes this data. 

Bulk User Create

The Natterbox App now supports the ability to create users in bulk, saving you time and effort.

Provided the allowed amount of licenses are in place and you have already created the users in Salesforce it’s now possible to create up to 2000 users from the Natterbox App. The service uses a template creator allowing you to preconfigure exactly how you want your users provisioned, such as the ability to automatically assign PBX groups, Availability profiles and SIP devices.

Bulk User Create FAQs

Does bulk upload also create the Salesforce users? 

No, bulk user creation relies on the Salesforce users already being present.

Does bulk upload allow me to mass delete users too?

No, mass user deletion is earmarked for future support.

How long does it take to add 500 users? 

It will take roughly up to 1 hour to process 500 users.

What is the maximum number of users I can add in one go?

Up to 2000 users can be processed in one go, please bear in mind that this can take up to 7 hours in order to fully complete.