REQUIRED Editions, Packages & Licenses
Available in: Salesforce Lightning Experience
Salesforce Permissions needed: NBVC Administrator Permissionset
Natterbox Call Centre 1.57 and Natterbox Admin (AVS) 1.49 or higher
Natterbox Licenses needed:
Difficulty: 2/5
Go to the Natterbox Routing Policies tab. To do this, click on the App Launcher in the top left-hand side of your Salesforce screen(9 dots) and search Routing Policies
Select the policy from the list (That you want to link FROM)
Find where in the policy that you want to connect to another policy:
Now click on the component and press Link, To Policy and now select whether you want to link to a Call Policy, or Data Analytics policy - Generally, you will need to link to a Call Policy (Unless told otherwise by someone from the Natterbox Team)
Now select which policy you want to link TO.
Your policy should now look like this.
NOTE: If you do not have a policy to link to, save your work, and create a new policy and come back to this stage later.
4. Now, go to the policy that you’ve linked TO and look for the Purple “From Policy” container
Click on the Purple container, press Link and now select what type of component you want to connect it up to. For example, here I have linked it to a Action Container, including a queue component:
NOTE: Make sure to save your changes.
(Further Reading) Scenario: What happens if you’ve got multiple policies linking to one policy, all with different outcomes? For example, A separate policy for each language which ends up in a Call Queue policy.
In this scenario, what we would recommend doing is setting a custom property/variable, so that you can create a rule later on to dictate where the call goes.
To do this, click on an Action component (In the initial policy), then go to Apps -> Manage Properties -> Custom Properties and now type in a Property, and a Value. For example:
Now, because we’ve set a variable, anywhere throughout this process $(Custom_Language) will equal English. If we now Save our work and go back to the Call Queue policy, we can add a rule to dictate where the call goes based on this logic
