3.6. Offboarding

Natterbox users are inherently linked to a Salesforce User, there are two ways you can deactivate Natterbox Users, you can deactivate just the Natterbox user, through the Natterbox app. You are also able to have the Natterbox user automatically disabled if the linked Salesforce user is marked as inactive in Salesforce.

Please note: we recommend deactivating a User rather than deleting them. You can delete them but please be aware that then that Username will no longer appear in historical reports.

The job that runs to deactivate the user is exactly the same whether it is run individually, as a bulk job or automatically on the trigger of the Salesforce user being deactivated.

This process involves the following:

1. Remove the value in the Salesforce Users Call Center field if the value contains “Natterbox CTI” or “Natterbox Call Center.”

2. Remove users from all Natterbox groups.

3. Remove Availability Profiles from the user

4. Unlink any phone numbers from the user

5. Unassign all licenses from the user

6. Mark the user as inactive

7. Remove Recording Access

8. Deactivate any devices they have

9. Generate Event logs confirming what has been done

10. Generate Error logs if any part of the deactivation fails

Deactivating just the Natterbox user

Please note: to be able to deactivate a user, the Salesforce User (on which the Natterbox User is based) must be active for the offboarding process to work. 

This functionality can be accessed in two areas:

1.  From the Natterbox Users tab, you can press 'Deactivate' next to the user you wish to deactivate.
   

   

   
   
   

2. From the Natterbox User's page, you can press the 'Deactivate' button at the top of the page.

Bulk Deactivation

It's also possible to deactivate multiple users at once, all you need to do is click on Deactivate Users from the Natterbox Users tab.

From here you can then search for all the users you wish to deactivate, then you just tick the boxes next to each of the users and hit Submit Request to trigger the bulk deactivation process.

When bulk deactivating users (via either method) the maximum number of users which can be deactivated in one job is 50 users, if you choose to deactivate more than 50 users, multiple jobs will be created and run one after the other.

Using the Salesforce User Trigger

To use the trigger you need to enable to the setting in Account Settings:

A pop up will appear telling you that users will automatically be disabled and have their assets stripped if the linked salesforce user is deactivated. This removes the groups, licences, etc.. the same as using the ‘Deactivate’ button on the Natterbox User.

From here on in, if a Salesforce user is deactivated Natterbox will run a scheduled job to deactive the Natterbox user also. This works on the “Active” field on the Salesforce User object being updated to FALSE, it will work either when manually updated, or when updated as part of a flow/batch job.