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

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.

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.

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.

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.

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.

⚠️ 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.

💡

Tip: Use clear, consistent property names across your policies so the rules in the downstream policy are easy to read and maintain.