Natterbox gives your teams a powerful, flexible set of outbound dialling tools — all natively embedded within Salesforce. Whether your agents are making individual calls, working through a list of prospects, or you're deploying AI-powered automated outreach, Natterbox keeps every interaction logged, measurable, and connected to your CRM data.
This article provides a high-level overview of the key outbound dialling capabilities available in Natterbox.
User Features
Click-to-Dial
Click-to-Dial is one of the most impactful productivity features for any outbound team. Rather than manually typing phone numbers, agents can simply click on any phone number field within Salesforce to instantly initiate a call directly from the Freedom CTI.
Key benefits:
Eliminates manual dialling errors
Speeds up outbound call volume
Works across standard Salesforce objects (Contact, Lead, Account, Case, Opportunity) and custom objects where CTI has been configured
Automatically associates the call with the relevant Salesforce record
Voicemail Drop
Saves agents time by allowing them to drop a pre-recorded message instantly instead of waiting for a voicemail tone
Boosts agent efficiency as they can hang up and move straight to the next call or task
Ensures consistent, professional voicemail messages every time
Multiple recordings can be saved and named, giving agents flexibility to choose the right message for each call
Messages can be shared across the organisation so teams can use the same recordings
Outbound Caller ID (CLI)
Natterbox gives you control over the phone number presented to the customer when an outbound call is made — known as the Caller Line Identity (CLI) or Caller ID.
Admins can configure outbound CLI at an organisational or user level, and agents can be given the ability to select from a list of approved numbers via the My Caller ID feature within the Freedom CTI (not available for SCV).
Key benefits:
Present local or branded numbers to improve answer rates
Assign friendly names (Number Labels) to numbers so agents can quickly identify which to use (e.g. "London Sales Line")
Control which numbers agents can present via admin settings
Log and report on outbound CLI numbers against call records in Salesforce
Dial Lists
Dial Lists allow admins to build structured, ordered lists of contacts or leads for agents to work through — removing the need for agents to manually manage their own call queues and ensuring maximum efficiency and focus.
Natterbox supports two types of Dial Lists:
Static Dial Lists - A predefined list of records fixed at the time of creation. Ideal for campaigns or one-off outreach initiatives.
Dynamic Dial Lists - A list that is automatically updated based on a Salesforce list view.
Supported Salesforce Objects
Dial Lists can be built from the following Salesforce objects:
Account
Contact
Lead
Case
Opportunity
Both a primary and a secondary phone field can be configured per Dial List, so agents always have a fallback number if the first is unavailable.
Admin Features
Customisation of Outbound Call Policies
Outbound calls in Natterbox are governed by Outbound Call Policies, configured in the Policy Builder. These policies define what happens when an agent initiates an outbound call, enabling admins to enforce consistent behaviour across the organisation.
Common policy actions include:
Call Recording: Automatically record all outbound calls for compliance, quality assurance, and training purposes
Outbound Number Control: Restrict which numbers agents can dial out to (for example, contacts with ‘do not call’)
Fixing Outbound CLI: Set the caller ID presented to the customer based on the user’s team, group or Salesforce data
Stamping the outbound CLI on the call reporting so you can report on it
Salesforce Integration & Reporting
All outbound calls made through Natterbox are automatically logged in Salesforce, giving teams full visibility into every outbound interaction.
What gets captured:
Call duration, date, and time
Agent who made the call
Outbound CLI number used
Call outcome (via wrap-up codes)
Associated Salesforce record (e.g. Lead, Contact, Account)
Call recording (where enabled)
AI-generated call summaries (where Natterbox AI Advisor is enabled)
This data can be used to build Salesforce reports and dashboards for outbound performance tracking, pipeline management, and team coaching.
Outbound Coverage
Natterbox supports domestic outbound calling in a wide range of countries when using a Natterbox-provided phone number. The availability of outbound calling may vary depending on your region and the type of number provisioned.
For a full list of supported countries and outbound call availability, refer to this article.
For further detail on any of the features described in this article, explore the related articles in the Outbound Dialling section of the Knowledge Base, or contact your Customer Success Manager.