16.1. Introduction to Policy Builders
  • 01 Dec 2022
  • 1 Minute to read
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16.1. Introduction to Policy Builders

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Article summary

A policy is what defines your call flow, as in what happens to a caller that calls your organization.

The 3 most important general rules in the policy builder are:

  • Call flows go from left to right and top to bottom.
  • Inbound organizational phone numbers can only be used in one policy at a time.
  • Settings set in one policy will not carry over to another policy but you can push data over on purpose.


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