---
title: "How do I pass calls between policies ?"
slug: "how-do-i-pass-calls-between-policies"
updated: 2025-11-18T17:15:47Z
published: 2025-11-18T17:15:47Z
canonical: "docs.natterbox.com/how-do-i-pass-calls-between-policies"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.natterbox.com/llms.txt
> Use this file to discover all available pages before exploring further.

# How do I pass calls between policies ?

**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

1. 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**

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-do-i-pass-calls-between-policies--image-px6x0rhd.png)

1. Select the policy from the list (That you want to link **FROM)**

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-do-i-pass-calls-between-policies--image-pcwjadhh.png)

1. Find where in the policy that you want to connect to another policy:

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-do-i-pass-calls-between-policies--image-s1779xdn.png)

1. 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)

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-do-i-pass-calls-between-policies--image-20mo3u69.png)

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-do-i-pass-calls-between-policies--image-nmmu2rhq.png)

1. Now select which policy you want to link **TO.**

Your policy should now look like this.

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-do-i-pass-calls-between-policies--image-w4eoyorf.png)

*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**

**![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-do-i-pass-calls-between-policies--image-bz5tc1fh.png)![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-do-i-pass-calls-between-policies--image-6pu39vn6.png)**

**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:

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-do-i-pass-calls-between-policies--image-q23nclp9.png)

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-do-i-pass-calls-between-policies--image-018g7084.png)

*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.*

1. 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.

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-do-i-pass-calls-between-policies--image-p04vfrmj.png)

1. 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:

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-do-i-pass-calls-between-policies--image-bulrj25h.png)

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

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-do-i-pass-calls-between-policies--image-27c2bzbw.png)

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-do-i-pass-calls-between-policies--image-nsu1yle8.png)

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-do-i-pass-calls-between-policies--image-mvv2ke06.png)

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-do-i-pass-calls-between-policies--image-i509em0t.png)