The ‘From Policy’ container is the default entry point of a routing policy. It receives a call that has been handed over from another policy's ‘To Policy’ container, letting you build modular call flows that pass a call from one policy into another rather than rebuilding the same logic everywhere.
Available in the Call Policy? | Available in the Data Analytics Policy? | Available in the Digital Policy? | Available in the System Policy? |
|---|---|---|---|
✔ | ✔ | ✔ | ✖ |
Purpose
The ‘From Policy’ container marks where a call enters a policy after being passed in from another policy. When a call reaches a ‘To Policy’ container in one policy, it leaves that policy and continues in the linked policy, arriving through the ‘From Policy’ container. From there you decide which component the call flows into next.
The ‘From Policy’ container is added automatically to every new Call, Data Analytics, and Digital policy, and it cannot be deleted. Each routing policy can contain only one ‘From Policy’ container, although a policy can be reached from multiple ‘To Policy’ containers in other policies.
Location
The ‘From Policy’ container sits at the very start of the policy and is present by default. You do not add it manually, it is already in place when you open a new policy.
Use cases
Receiving calls passed in from one or more front-end policies so they can share a common downstream flow, such as a call queue or out-of-hours handling.
Acting as the single, consistent entry point for a reusable policy that several other policies link into.
Splitting a large, complex policy into smaller policies that are easier to maintain and test, with the ‘From Policy’ container as the handover point.
Configuration
To configure where a call continues after it enters a policy through the ‘From Policy’ container:
Open the Natterbox Routing Policies tab. In Salesforce, click the App Launcher (the nine dots in the top left) and search for Routing Policies.
Open the policy that receives the call, that is, the policy other policies link to.
Select the purple From Policy container at the start of the policy.
Click Link, then choose the component you want the call to continue into, for example, an Action container containing a Call Queue component.
Save your changes.
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Tip: If several policies feed into this one but each needs a different outcome, set a custom property in each originating policy and use a Rule after the ‘From Policy’ container to route the call based on that value.