The guides on the knowledgebase are based on the most updated Natterbox packages, please see the How to Upgrade page for our latest version (we recommend upgrading quarterly).
Note: Natterbox Call Center package should be installed for all users, whereas Natterbox should be installed for admins only. Please see above link for detailed instructions.
Where to start with Natterbox as an Administrator:
There are four places that org wide changes can be made to the Natterbox configuration:
Here are a few other places that are useful for managing Natterbox:
Natterbox Users - users of the system can be created, edited and deleted.
Phone Numbers - phone numbers can be allocated to the organisation account and to a specific user as a DDI.
Natterbox Groups - users can be organised into groups which is how they can receive calls. Groups are added to call queues, hunt groups or connect a call apps in routing policies so calls can be routed to the right agents.
Receiving Calls - After the steps above have been followed, the new user can log in to the app and the Webphone is automatically available to them. This is the default end point for the user to receive a call.
Natterbox and Salesforce - to assist you in establishing a solid base with Salesforce so you can maximize your experience with Natterbox
When looking at opening support cases please use our Natterbox Help Center or for raising a new feature request, please find our new ideas hub on the Natterbox Settings or Routing Policy pages (in your Salesforce org).
Typical Natterbox Admin Tasks
On-boarding new Natterbox Users
Off-boarding Natterbox Users (if you aren’t utilising ‘Auto Deactivate Users’)
Administrating Availability States or Presence States
Managing Natterbox Phone Numbers
Updating Wrap-Up codes or Call Resolutions (sometimes called Call Dispositions)
Creating Natterbox Reports, Dashboards and Wallboards
Administrating the Natterbox Routing Policies
Updating national holidays and working hours
Improving Natterbox Routing Policies based on business requirements
Creating and improving Natterbox AI Prompts
Triaging internal Natterbox requests
Technical Prerequisites
Here is the document with Natterbox's Technical Prerequisites
End User Trainings
Here are our End User guides for the different interfaces.
Administrator FAQs
What is the best way to up-skill on Natterbox reports and dashboards?
Natterbox reports and dashboards are just salesforce reports and dashboards. The best way to improve your skills is to use trailheads. You can sign up for free and it's Salesforce's own learning platform.
Here’s how to signup: Trailblazer.me
Here is the trailhead: Reports & Dashboards for Lightning Experience
How can I find the Natterbox app or other objects?
Search for the terms in the app launcher .png?sv=2026-02-06&spr=https&st=2026-09-05T09%3A17%3A09Z&se=2026-09-05T09%3A32%3A09Z&sr=c&sp=r&sig=sjseCkSRoHQLJ3CjQD8Dcu7fwSSyrk0DWqNeNJRFH9g%3D)
. Here are some key apps/tabs:
Natterbox
Natterbox Call Center Configuration (Freedom users, not SCV users)
Account Settings
Natterbox Users
AI Advisor Settings
Wallboards
Reports (for all Salesforce reports)
How can I block a number?
Please see the first example in Rule App section. Alternatively if you need to block more than 20 numbers, we would recommend the creation of a custom object in which you query the records with the numbers you want to block. This will provide you with a quicker result and it will prevent timeouts from occurring when checking multiple numbers. Here is a guide on how to do that.
Where can an admin see which agents have their webphones (blue boxes) open?
There are a few different ways of seeing this kind of information:
Here is how to build a report to show whether an agent missed a call because their webphone was not open.
Here is how to see if the webphone is open in real time (this is only for Natterbox admins):
Go to the Natterbox app (search in the app launcher)
Click on the Devices tab at the top
Click Sync Registration Status to get the most updated info
Any boxes checked in the Registered column mean the user has an open and connected webphone.
Open a wallboard with the user in that call queue and check if they have ‘No Devices’ listed on their user component. If not, there webphone is open and connected.
Please note:
There is not a way to track the registration of the webphone historically.
Also, the webphone connection is needed to make and receive phone calls but the user will need to correct the select availability state (Freedom) or presence state (SCV) to receive calls from call queues.
If I’ve just bought record licenses, what steps do I need to take to set them up?
First, once you have bought the licenses, you will need to refresh the licenses on the Admin Home page. Do this by clicking ‘Reload Subscriptions’ on the top right.
Check you can see the licenses are there under the Record number. If they aren’t, contact your success manager.
Now, go to the Natterbox Users tab (in the Natterbox app).
Click ‘Manage Licenses’.
Here you can check the boxes in the Record column for the users you wish to add the license to. If you wish to select all users, click the box at the top.
When you’re finished, click ‘Save’.
Next, navigate to the Routing Policies tab.
Select the routing policy where you want calls recorded.
Find where you want to place the record app and break the connectors by double clicking the gray line.
Note: We recommend adding the routing policy after the Rule app where you query if the call is out of hours. If you only want to record certain parts of your business, place the app in front of the relevant call queue or hunt group. You could place the app at the beginning of the routing policy and this would record everything.
Add an Action container with two Record and Analyse apps.
In the app, set the following (and leave the rest as default):
Archiving Policy to be used: Default System Policy (leave as default unless calls are retained for longer than a year)
Recording Leg: Both Legs
Check ‘Recording pause allowed’ and/or ‘Recording stop allowed’ if desired.
Reattach the connectors with the rest of the call policy and click save.
You will need to repeat steps 8-14 for all routing policies where you want calls recorded.
What extensions can be used in routing policies or for groups?
The range of extensions that are available to use with Natterbox are 2000-7999. When adding a new user Natterbox automatically assigns the lowest available extension number starting from 2000 (these can be edited/changed). Groups get their extensions assigned manually during the creation process so we recommend using the 4000s range for groups, as an example, to keep everything organised.
How can I forward a number assigned to an employee that has left to an existing employee?
A number that is assigned to a user is called a DDI and a Natterbox User can have multiple DDIs. You can assign the number to the correct employee from the Phone Numbers tab and the user will receive calls from both/all the DDIs assigned. The only consideration is that the user can also use this number as their outbound CLI.
