16.1. Introduction to Policy Builders

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.