After adding a user we need to assign the appropriate licenses, these will define which parts of the Natterbox platform will be used.
If you purchase more licences through your Natterbox Customer Success Manager, you will need to ‘Reload Subscriptions’ from the Admin Home page.
Voice
Interfaces
These are licenses for the different interfaces:
For most customers, this will be unavailable to be selected unless you also select the Freedom license. Assigning a Freedom license automatically assigns a CTI license, and removing the Freedom license automatically removes the CTI license.
There may be some customers that can check only the CTI. This is because historically CTI was our only interface license but Freedom has replaced it.
This is for accessing the web phone either via the CTI, App or web interface. Selecting this will automatically also select the CTI license as described above.
Becomes relevant when utilizing Service Cloud Voice and using the Salesforce CTI and BYOT. A user cannot have Freedom and SCV, they are mutually exclusive but an org can have users on both.
Features and Functionality
The other licenses add functionality:
Gives access to the phone system itself whereas CTI, Freedom and Service Cloud Voice are the different Interfaces.
This license gives access to the following features:
Receiving calls in call queues
Querying, updating and creating Salesforce records (and routing calls based on this data)
Access to availability states and profiles
Wallboards to give access to real-time data inside Salesforce
Web to lead to queue (or more generally records triggering calls into a queue)
Post call surveys
Can be assigned to any user. Is required for any user who’s calls will be recorded and needs to be added to a group that supports call recording. Also required for listening into call recordings.
This licence allows agents to take payments whilst still removing PCI compliant.
Required by all agents and managers/supervisors that will need to use the insights product. This is usually accompanied by the AI Prompt Studio licence.
This grants access to our AI prompt studio which can be used to run prompts against calls in Natterbox
Digital
Features and Functionality
The following features are included in our digital produts:
Digital Messaging
Digital Wrap-Ups
Digital Reporting
Digital Templates
Digital Routing
Channel Type licensing
These licences add other channels than voice:
This enables messaging with the SMS channel type.
This enables messaging with the WhatsApp channel type.