Winter 2023

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

It's time to get merry and bust out that Christmas jumper, Winter 2023 is here! Read on to discover all the magical things the Natterbox elves have been up to:

AI Call Summaries

AI now gives you the ability to summarise your Insight calls, so you no longer have to spend time listening through the entirety of call recordings or reading through whole transcripts to get an understanding of what has been happening in your organization's conversations.

No matter the length of a call, Natterbox AI Call Summaries will give you a short 2 or 3-sentence summary of the main talking points on the call, accessible directly from the Insight Call Summary page. 

AI Call Summaries FAQ

How do I get AI Call Summaries? 

AI Call Summaries are available to customers who use our Insight platform. You will need to be on version Insight 1.5 or above. You will also need to be on the latest version of the Natterbox Salesforce app. Details on the latest version and how to upgrade are here.

I don’t have Insight; does this functionality cost extra? 

Yes, Insight does have an associated licence fee. If you want to use Insight and AI Call Summaries, please contact your Customer Success Manager. 

Will I get AI Call Summaries if I'm on Insight 1.0?

No, AI Call Summaries is a feature that is exclusive to Insight 1.5.

How do I know which version of Insight I’m on? 

Inside Salesforce, go to the Natterbox ‘Account Settings’ page (You will need to be a Natterbox administrator to do this). In the ‘Insight Settings’ section, under ‘Transcription’, you will see either ‘TranscriptVB’ or ‘TranscriptDG’. If you have ‘TranscriptDG’ in this field, you are on the latest version. Alternatively, please contact our support team to help.

How do I upgrade from Insight 1.0 to 1.5?

Please reach out to your Natterbox Customer Success Manager to arrange an upgrade.

What languages do AI Call Summaries support?

Call summaries are only currently available for English and all English dialects (i.e., English - India, English - New Zealand)

Do I have to pay extra for AI Call Summaries?

AI Call Summaries is included as part of the Insight licence. If you have an Insight licence, you will get call summaries automatically. 

Can I add the Natterbox Insight call summaries into my records in Salesforce? 

Yes, we can add the call summaries to any record in Salesforce, you can add them to call activities, cases or any other record where you would like to make use of it. 

New Amazon Text-to-Speech Voices 

44 new Amazon Polly Neural voices have been added to the available pool of over 150 voice variants. The new Neural voices from Amazon provide the most life-like text-to-speech synthesiser available today. The new voices comprise 14 different languages and 23 accent variants, meaning there are now even more choices available to create a personalised welcome for your customers. 

The TTS voices are available through a dropdown on the speech component of routing policies, and can also be utilised in a Lua Script using the script component.

Text to Speech FAQ

Where can I go to get the new voices?
You will need to be on the Natterbox App version 1.276 or higher. Once available to you they will appear with all the other voice options available to you.

Do the new voices cost any more?

No. There is no additional cost to using the new Neural voices

How do I know what voices are the new ones?

The name in the drop down will have -Neural after it for example - English (GB): Arthur-Neural

Are any voices being removed?

On the rare occasion voices are removed from by the TTS providers and support is no longer available for them we will simply map the old voice to a new version that sounds similar. These voices have been remapped in the latest version. 

Record Policy Download Restriction

You now have greater control over your organisation's level of security by restricting who can download call recordings, whilst still allowing the ability to playback audio.

See more on how to configure this here

Natterbox SMS

SMS Compliance

Ensuring communication with only those customers who have explicitly agreed to be contacted is crucial. Reaching out to a customer who has chosen to opt out of communications can result in significant compliance breaches and substantial fines. We're excited to introduce the new compliance centre feature within the Natterbox SMS product. This feature integrates seamlessly with your Salesforce data, ensuring adherence to consent regulations.

Furthermore, Natterbox SMS introduces the concept of 'implied consent.' This innovative approach allows you to utilise the consent module, enabling SMS conversations with customers without the necessity of prior individual consent verifications. This ensures a smoother, more efficient communication process while maintaining compliance standards.

SMS Compliance FAQ

What types of consent are handled?

Explicit Opt-In, Explicit Opt-Out, Implied Consent (Valid and Expired)

What is Explicit Opt-In?

Explicit opt-in is when you have explicit permission from the party to send messages to them, you may message them freely.

What is Explicit Opt-Out?

Explicit Opt-Out is when you do not have explicit permission from the party to send messages to them, you are not allowed to send messages to this individual.

What is Implied Consent?

Implied consent is when a Customer messages your Agent first, and you can respond to them for the duration of that topic. We have handled this by having a configurable timeout for when implied consent expires based on the last message received time from your customer.

Can I configure the Implied Consent timeout?

Yes! This is configurable as 24/48/72 hours.

Can I configure my Keywords to be more than 1 word?

Yes! You can configure a specific word or a string of words.

Can I set up multiple Keywords for the same action?

Yes! You can set up multiple keywords for the same action.

Do I need to pay extra for the consent module? 

No, this module is provided free of charge for all our SMS customers. 

I am already storing compliance information in Salesforce, can I use this information with the new SMS Compliance feature?

You can configure a Salesforce flow or data load your existing compliance information into the new Natterbox consent object.

Natterbox Coverage

Natterbox Voice Coverage Updates

We now offer local number dialling and local number presentation for both Malaysia and Brazil. This will allow you to dial in-country without the need to put the international dialling code at the front of the number. 

Natterbox SMS Coverage Updates

Natterbox SMS now supports 9 new countries, including Belgium, Czechia, Denmark, Israel, Italy, Lithuania, Poland, Singapore, and Sweden, providing customers with enhanced communication and connection capabilities.

Wallboard Skill Filter

It is now possible to filter the views on the Wallboard by Skill. Queue List, Agent List, and Queue Status can all now be filtered by skills, making sure that your wallboard shows you the detail you need. Two filter algorithms mean you can configure the filter to match your exact requirements. Using the skill filter will allow your team leaders to customise the agents and calls displayed on the wallboard so that they see only relevant information for them.

Wallboards Skill Filter FAQ

Do I need to upgrade to get this?

No upgrade is necessary, the filter options will appear automatically once released

What will happen to my current wallboards?

Nothing, your current configuration will stay as it is. You will see these new options next time you edit the wallboards. 

What are the filter algorithms?

There are two available -

1. Absolute - where a call/agent must have all the skills listed on the filter to appear on the wallboard
2. Relative - where a call/agent must have any of the skills listed on the filter to appear on the wallboard.

What if I don't use skills?

Not a problem at all, the wallboards will continue to work for you as they have done before.

Can I show calls without skills?

Yes absolutely, we have created a handy option to “show calls with no skill.” 

Where can I find out how the filters work in more detail? 

Check out this guide and search for Wallboard Skill Filter. 

Salesforce Einstein Conversation Insights Integration (ECI)

With our integration with ECI you're able to reap all the analytical benefits from your Natterbox calls from within Salesforce, so you can view trends and highlight coachable moments from across your sales teams.

Salesforce ECI FAQ

Will ECI be a chargeable integration?

Yes, please reach out to your Customer Success Manager to discuss subscribing to ECI.

What limitations does the ECI service have?

Please see here for the full list of limitations from Salesforce

How long does it take to process a call recording for a user?

It’s dependent on the length of the conversation, but a single call recording should be processed and made available within an hour. 

How are call recordings stored and processed by Natterbox?

Call recordings will be temporarily stored securely on the Natterbox call archiving platform while they wait to be sent to ECI. After the call recording has been transferred to ECI, the call will be purged from the Natterbox platform.