Part 2 Natterbox Series: A Quick Tour

SOLVD BLOG

Part 2 Natterbox Series: A Quick Tour

Natterbox is a powerful telephony solution built directly into Salesforce, helping organizations manage calls, users, and workflows in one centralized platform. In this post, explore a concise tour of the primary Natterbox tabs you’ll use to configure and operate a robust telephony system within Salesforce. Whether you’re a Salesforce admin or a call center manager, understanding these key areas will set you on the path to telephony success.

Accessing the Natterbox App in Salesforce

Before you can begin configuring Natterbox, ensure that:

Natterbox is installed into your Salesforce instance.
Proper permissions are assigned to users who need access.
Users navigate to the app by clicking the app launcher (the nine dots in the top left) and searching for “Natterbox”.

Upon accessing the app, you’ll be greeted by the homepage, a customizable dashboard where you can display important reports, deals, and recent records tailored to your team’s needs.

Core Natterbox Tabs Explained

Admin Home: Your Natterbox Command Center

License and Subscription Info: Visible in the top right; reload here when new licenses/subscriptions are purchased.
Asset Summary: Displays a snapshot of Natterbox users, phone numbers, devices, groups, and routing policies.
Security Section: Access scheduled jobs, event logs, and call recording controls.
Support: Quick access to Natterbox documentation and support resources.

User Home: Personal User Settings

Each user can:

Pick an active device.
Check availability.
Manage personal telephony settings.
This is where users go to tailor Natterbox to their work preferences.

Account Settings: Global Configuration

This tab serves as the master control for organization-wide Natterbox settings including:

Call reporting configuration (e.g., matching calls to specific Salesforce contacts).
Permission management.
Manner management, transcription, and caller ID display settings.
Most settings here are typically set once and left as default, making this a crucial place for global toggles.

Natterbox Users: Manage User Licenses and Access

Displays all users in the system.
Add or remove users, manage licenses, and deactivate users as needed.
Review each user’s individual settings and permissions.
This is the primary area for daily admin tasks, especially for onboarding or offboarding employees.

Phone Numbers: Number Management

View every phone number in your system: assigned as DDIs, to users, or as global numbers.
Assign numbers to users or sync new purchases if they aren’t showing up.
Note: A number can be either a DDI or part of a routing policy, but not both simultaneously.

Routing Policies: The Heart of Call Flow Automation

Routing policies define what happens when a call enters the system:

Build flowcharts using rules, Salesforce queries, call queues, and recording steps.
Configure call handling, routing, recording policies, and after-hours logic.
Outbound and inbound policies come pre-configured as a starting point.
Customize workflows for scenarios like starting recordings, checking country codes, or assigning the correct phone number before dialing.

Quick Reference: Where to Start

Admin Home: Central overview and command center.
User Home: Individual user customization.
Account Settings: Organization-wide configurations.
Natterbox Users: Day-to-day license and user management.
Phone Numbers: Assign or sync phone numbers.
Routing Policies: Configure and optimize call workflows.

By familiarizing yourself with these tabs, you’ll be prepared to manage users, design call flows, and ensure that your telephony system runs smoothly within Salesforce.

Stay tuned for our next posts covering detailed routing policy setup, user permissions, and getting your team fully integrated with Natterbox!

Testimonials

Ournclientsnsay

From my initial call with Spencer through project implementation with John and Evan, my experience with the SOLVD team was excellent. They were quick to understand our business needs, clear when explaining the reasoning behind proposed solutions, transparent when reporting on progress and timeline, and all around enjoyable to work with. Would highly recommend and looking forward to continue working with them in the future!

Veronica Wong Director of Operations at Pathstream

SOLVD was very straight forward with everything needed to complete the project. No surprises, no issues, and cost was aligned with the estimate. They made implementation easy and quick.

Matt Benzaquen Sr Manager, Sales Strategy at Instabug

As a rule, I'm pretty stingy with my recommendations. So it's a pleasure for me to recommend Solvd as a top-flight Salesforce consultancy. Solvd recently led our company's conversion to the Lightning interface and did it on time, on budget and made it easy for me and my team. I know I'll use their services again, and am confident they can do the same for you.