Call Routing with Smartflows: FAQs

This FAQ answers common questions about using Smartflows, Aircall’s powerful call routing system. If you're new to Smartflows, we recommend starting with Smartflows: Call routing overview.

General questions

Can Smartflows numbers send and receive SMS?
Yes. Numbers used with Smartflows are compatible with Aircall’s one-to-one SMS functionality, as well as WhatsApp, in supported countries.

Will Smartflows work for ported numbers, or only new numbers created in the Aircall Dashboard?
Smartflows works for all Aircall numbers.

Can I schedule call flow changes in advance?
No. Currently, Smartflows does not support scheduling call flow changes. Any changes must be made and published live.

Are there limitations on how large a call distribution can be?
Yes. While large distributions are supported, extremely complex flows with many widgets or branches may exceed system limits and fail to save. There is no fixed limit, so issues should be evaluated on a case-by-case basis.

If I am part of a number's call distribution in Smartflows, can I also make outbound calls from that number?
Yes. When you're added to a number's call distribution in Smartflows, you should see that number available in your Aircall application for making outbound calls. You don't need any additional configuration.

Using the Smartflows editor

Can I copy a call flow or widget from one number and paste it into another number?
Yes, but only within the same browser tab.

Steps:

1. In the call flow editor, click Copy step on your chosen widget.
2. Close the current number editor and return to the Numbers page.
3. Open the new number’s call flow editor (in the same tab).
4. Create a new step and click Paste step.

Additionally, Smartflows calls distributions from other numbers can be imported to your number. For more information on this, please visit: How to Import a Smartflows Call Distribution to Another Number

Important: You cannot paste into a number opened in a different browser tab or window.

Using extensions

How can I allow callers to dial by extension?
Callers can dial a three-digit extension during the following stages of a call:

• During or immediately after an IVR (Keypad) message
• While listening to an Audio Message
• While listening to Waiting Music

Extensions work across the entire account. Even if a user is not part of a call distribution, their extension can still be dialed.

Using the IVR widget

Can I configure IVR branches for multi-digit input (e.g. “Press 2-1-1”)?
No. IVR input is limited to single-digit options. For more advanced routing, set up a multi-level IVR.

Can callers navigate back to a previous IVR menu if they make a mistake?
Only partially. You can configure the No or wrong input branch to replay the IVR audio message once, twice, or not at all.
However, if a caller selects a valid IVR option by mistake, they must hang up and redial to return to the previous menu.

Using the Time Rule widget

Can I route calls by hour instead of by day?
Yes. The Time Rule widget supports hourly and 30-minute custom routing.

Call routing and analytics

How can I report on which IVR menu options callers select?
You have two options:

Call routing and integrations

Can I log IVR-based calls into different CRM or help desk platforms?
Yes. Forward each IVR option to a unique Aircall number connected to a specific integration.
For example:

Call-back requests

How do call-back requests work in Smartflows?
Although there is no dedicated call-back widget, callers can press * during an Audio or Wait Time widget to request a call back.

Tip: Include a message in your audio prompts to let callers know they can press * to request a call back.