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 organisational 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.
Navigating the Policy Builder
In the Natterbox app, if you have an administrator permission set, you can access your policies by clicking on the Routing Policies tab. This will give you access to the Policy Builder.
Every Natterbox installation comes with three default policies:
These cannot be duplicated or deleted. For more details on system policies, see here.
If you have digital products enabled in your org, there will be some other default (system) visible.
Routing Policy Functionality
You have the ability to navigate the routing policy canvas using scroll functionality on your mouse or your touchpad. Touchpad supports vertical, horizontal and zoom functionality using the same finger gestures as the web browser you are using. For scrolling with your mouse wheel, scrolling without any keyboard button pressed with scroll vertically, holding SHIFT whilst scrolling will scroll left and right, and holding CTRL whilst scrolling will zoom in and out.
From left to right, these are the settings you have in the routing policy:
Visuals | Description of what it looks like | What it does |
|---|---|---|
| Mouse icon | Enables the ability to select or move containers and apps. This makes it easier to copy & paste components. |
| Hand icon | Enables the ability to click and drag the policy. |
| Navigator toggle | Turns on/off the navigator which can be used to view/move around the whole policy. |
| Two boxes with arrows | When the navigator is enabled, this button moves the box around the screen. Moves clockwise. |
| Zoom bar | Zoom in out and on the policy |
| Magnifying glass with an arrow | Sets the zoom to 100% |
| Grid toggle | Turns on/off a grid in the background of the policy. |
| Colour code toggle | Turns on/off the colours on the containers |
| Delete Policy button | Deletes the policy, you will be asked to confirm this. |
| Options button | Opens up the side bar with options to change the name, description, connector type or export a policy. |
| Save button | Save the policy (remember there’s no auto-save). |
FAQs
Do I need a Finish container at the end of a call path?
No, you only need a Finish container if you want to use the Voicemail app. If you don’t add any more containers, the call will end.
Can I make a copy of a policy?
You will need to export the policy (make a backup of the policy) and then import the policy into a new blank routing policy. This is the same way to move a routing policy from sandbox to production.
Can I copy & paste containers and apps?
Yes! Select the desired apps and containers and then right click to copy and paste. If you cannot do this, you might need to upgrade the package. If you are still having issues, please contact Natterbox support.