The Ring to and Redirect to widgets route callers to the right destination in your Smartflows. Use Ring to to route within the same flow (to users or teams). Use Redirect to to send the call to a different number (an Aircall number or an external number), which ends the current call flow.
Before you start
Note: Widgets placed after a call-ending step (such as Redirect to) will not execute. In the Flow Editor, they appear with reduced opacity and warning banners may be displayed to help you avoid misconfigured flows.
Choose the right widget
| Widget | Routes to | What happens to the call flow |
|---|---|---|
| Ring to | Aircall users and teams | The call continues within the same flow |
| Redirect to | Aircall numbers (internal) and external numbers | The current call flow ends, the call continues with the call flow set for the selected number |
Configure the Ring to widget
Use Ring to to route calls to a specific user or team while staying in the same Smartflows.
Steps:
- In the Smartflow Editor, select the + icon where you want to add a widget.
- Choose Ring to.
- In the configuration panel, select whether you want to route to a User or a Team.
- In Ring to, select the user or team.
- Configure the ringing rules as needed.
- Add the next widget in your flow, for example Voicemail or another Ring to widget targeting another person as overflow, to define what happens if nobody answers.
- Click Publish.
Note: You must type at least three letters in the Ring to field for the relevant user or team to appear in the dropdown menu.
Ringing to an Aircall user
When routing calls to an individual user, you will have the following options:
| Option | Description |
|---|---|
| Ring for | Set how long a call will ring before moving to the next widget if the Aircall user does not answer. The range is 5 to 3600 seconds. |
| Ring even if busy | When the toggle is OFF and the user is busy, the call moves to the next widget immediately. When ON, the call remains in the queue for the defined time, and if the user becomes available, it will ring to them. |
| Busy statuses | Users are considered busy when they are in-call, in wrap-up time, or performing after-call work. |
Note: Due to mobile SDK restrictions, Aircall users on the iOS app can only be rung for up to 1 minute, regardless of longer ring times set in Smartflows.
Ringing to an Aircall team
When routing calls to a team, you can choose from several options:
| Option | Description |
|---|---|
| Ring for | Defines how long the call will ring before moving to the next flow widget if no team member answers (5 to 3600 seconds). |
| Ringing rule | Choose how calls are distributed among team members: Simultaneous, Randomly, or Longest idle time. For more details, see Understanding Call Routing. |
| Ring even if busy | When the toggle is OFF, if all of the team's users are busy, the call will immediately move to the next step without waiting. When the toggle is ON, if all of the team's users are busy, the call will wait in the queue for the defined ring for time. If any user becomes available during this time, the call will ring to them. |
| Ringing time per agent | Sets the maximum time a call will ring to each agent before moving on. Due to carrier restrictions, this cannot exceed 10 minutes per agent. If the Ring for time is 3600 seconds but only one user is available, the call will ring for 10 minutes before advancing. |
Note: If the Respect Queuing Time is enabled, the call will stay in the queue for the full ring duration, regardless of agent availability or status.
Configure the Redirect to widget
Use Redirect to to send callers to a different number’s routing. You can redirect to an Aircall number (internal) or to an external number.
Steps:
- In the Smartflow Editor, select the + icon where you want to add a widget.
- Choose Redirect to.
- In the configuration panel, select Aircall number or External number.
- In Ring to, select the destination number.
- Click Publish.
Important: Redirect to ends the current call flow. Once the call is sent to the selected number, it continues with the call flow set for that number.
Redirecting to an Aircall number or an external number
| Type | Behavior |
|---|---|
| Aircall number (internal) | Redirects the call to another Aircall number within your account. The current call flow ends, and the call continues with the call flow set for the selected Aircall number. |
| External number | Sends the call to a number outside of Aircall. The current call flow ends, and Smartflows cannot continue processing the call with additional widgets after this step. |
Important: When routing calls to external numbers, calls from anonymous or unknown callers will display the number +266696687 in the FROM field.
This ensures calls are routed successfully even when carriers block anonymous IDs, while maintaining the caller’s anonymity.
Best practices
- If no other widgets (such as another Ring to or Voicemail widget) are added after a Ring to step, and the selected user or team is unavailable, the call will ring once and drop. To prevent this, add another Ring to widget or a Voicemail widget to continue routing the call.
- Because Redirect to ends the current call flow, do not add widgets after it to handle fallback behavior. Configure that logic in the destination number’s flow instead.
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