---
title: "How do I personalise inbound routing to say good morning or good afternoon?"
slug: "how-do-i-personalise-inbound-routing-to-say-good-morning-or-good-afternoon"
updated: 2025-11-18T17:24:06Z
published: 2025-11-18T17:24:06Z
canonical: "docs.natterbox.com/how-do-i-personalise-inbound-routing-to-say-good-morning-or-good-afternoon"
---

> ## 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 personalise inbound routing to say good morning or good afternoon?

**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-personalise-inbound-routing-to-say-good-morning-or-good-afternoon-image-79blut9t.png)

1. Select the policy from the list (That you want to amend)

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-do-i-personalise-inbound-routing-to-say-good-morning-or-good-afternoon-image-u42cxioz.png)

1. Find the part of the policy with the Office Hours/time rule component

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-do-i-personalise-inbound-routing-to-say-good-morning-or-good-afternoon-image-ji2ksfr5.png)

*NOTE: If you don’t already have a time rule, click Action -> Apps then Rule and select Time Rule:*

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-do-i-personalise-inbound-routing-to-say-good-morning-or-good-afternoon-image-0yq4atem.png)

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-do-i-personalise-inbound-routing-to-say-good-morning-or-good-afternoon-image-0tsrc700.png)

1. Now, what we’re trying to do is say ***Good Morning*** or ***Good Afternoon*** depending on what time of day that the caller is ringing. So, if you have an existing rule, change the component name to **“Rule: Morning Office Hours”** and change the **Time** to reflect this:

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-do-i-personalise-inbound-routing-to-say-good-morning-or-good-afternoon-image-uyfj2f12.png)

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-do-i-personalise-inbound-routing-to-say-good-morning-or-good-afternoon-image-l3mlshtj.png)

1. Now that you specified your morning office hours rule, you connect that up to a welcome message/switchboard where it says ***“Good morning and thank you for calling”***, for example. On your rule component, press **Link,** then **Action.** When the new container appears, click **Apps** and then **Speak**

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-do-i-personalise-inbound-routing-to-say-good-morning-or-good-afternoon-image-a8yla52d.png)

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-do-i-personalise-inbound-routing-to-say-good-morning-or-good-afternoon-image-e0pqe2ru.png)

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-do-i-personalise-inbound-routing-to-say-good-morning-or-good-afternoon-image-dgdgue2i.png)

Or if you’re using a switchboard.. Press **Link** and then **Switchboard**

**![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-do-i-personalise-inbound-routing-to-say-good-morning-or-good-afternoon-image-fah35ufn.png)**

1. Now, you want to essentially repeat the same process, but this time you’re creating an **Afternoon rule** and linking the rule up to a message which says “***Good Afternoon”***

***![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-do-i-personalise-inbound-routing-to-say-good-morning-or-good-afternoon-image-z039scvf.png)***

***![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-do-i-personalise-inbound-routing-to-say-good-morning-or-good-afternoon-image-kh1poeyh.png)***

***![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-do-i-personalise-inbound-routing-to-say-good-morning-or-good-afternoon-image-x6z0wwly.png)***

Your finished product should look a little like this:

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-do-i-personalise-inbound-routing-to-say-good-morning-or-good-afternoon-image-s3dx6ace.png)

*TIP: Make sure that your Morning Rule is above the Afternoon Rule, so it looks at this first.*

1. Make sure to save your changes

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/how-do-i-personalise-inbound-routing-to-say-good-morning-or-good-afternoon-image-guyh1rd4.png)