---
title: "To Policy Container"
slug: "to-policy-container"
updated: 2026-07-22T14:43:19Z
published: 2026-07-22T14:43:19Z
canonical: "docs.natterbox.com/to-policy-container"
---

> ## 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.

# To Policy Container

The ‘To Policy’ container lets you pass a live call from one routing policy into another, so you can break complex call flows into smaller, reusable policies rather than building everything in a single policy.

## Policy Availability

| Available in the Call Policy? | Available in the Data Analytics Policy? | Available in the Digital Policy? | Available in the System Policy? |
| --- | --- | --- | --- |
| ✔ | ✖ | ✖ | ✔ |

## Purpose

The ‘To Policy’ container connects the current policy to a separate policy. When a call reaches the container it leaves the current policy and continues in the linked policy, entering that policy through its ‘From Policy’ container. This lets you reuse a shared flow, such as a common call queue or out-of-hours handling, across several policies without rebuilding it each time.

## Location

The ‘To Policy’ container is added from a component's **Link** menu. Select the component in your policy where you want the call to leave, click Link, then choose To Policy.

![The Link menu open on a component with the To Policy option selected](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/image-1784730198713.png)

## Appearance

Once linked, the current policy shows a connection out to the target policy. In the receiving policy, the entry point is the purple From Policy container.

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot 2026-07-22 at 15.24.17.png)

## Use cases

- Reusing a shared call queue, voicemail, or out-of-hours flow across multiple inbound policies.
- Splitting a large, complex policy into smaller policies that are easier to maintain and test.
- Directing several front-end policies (for example, one per language) into a single downstream policy.

## Configuration

To pass a call from one policy into another:

1. Open the Natterbox **Routing Policies** tab. In Salesforce, click the App Launcher (the nine dots in the top left) and search for **Routing Policies**.
2. Select the policy you want to link **from**.
3. Find the point in the policy where you want the call to move to another policy, and select that component.
4. Click **Link**, then **To Policy**, and choose whether to link to a **Call Policy** or a **Data Analytics** policy. In most cases you will link to a Call Policy unless advised otherwise by the Natterbox team.
5. Select the specific policy you want to link **to**.

![Selecting the target policy to link to](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/image-1784730294492.png)

> [!NOTE]
> ℹ️
> 
> **Note:** If you do not yet have a policy to link to, save your work, create the target policy, then return to this step.

Next, configure the receiving policy so the call continues correctly:

1. Open the policy you linked **to** and find the purple **From Policy** container.
2. Select the From Policy container, click **Link**, and choose the component you want the call to continue into, for example, an Action container containing a queue component.
3. Save your changes in both policies.

![The From Policy container linked to an Action container with a queue component](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/image-1784730708118.png)

## Routing multiple policies into one

If several policies link into the same policy but each needs a different outcome, for example, a separate policy per language that all feed into one call queue policy, set a custom property in each originating policy. You can then use a rule in the downstream policy to decide where the call goes.

> [!WARNING]
> ⚠️ Please note: you can have multiple ‘To Policy’ containers but only one ‘From Policy’ in a routing policy.

1. In the originating policy, select an Action component and go to **Apps → Manage Properties → Custom Properties**.
2. Enter a property name and a value, for example, a property of `Custom_Language` with a value of `English`.
3. Save your changes. Anywhere later in the flow, `$(Custom_Language)` will now return `English`.
4. In the downstream policy, add a Rule that routes the call based on that property value.

> [!NOTE]
> 💡
> 
> **Tip:** Use clear, consistent property names across your policies so the rules in the downstream policy are easy to read and maintain.