This article outlines how to create a direct dial experience using Smartflows, allowing callers to reach a specific agent without navigating through menus or teams. By using the Ring to widget, you can configure direct routing logic with customizable ringing and voicemail settings.

Set up a direct dial with the Ring to widget

To configure direct dial routing, follow the sections below.

Configure Ring to widget

Steps

  1. Add a Ring to widget to your Smartflow.
  2. Select if you want it to ring to an User, a Team, an Internal or External Number.
  3. In the input field, type the name of the user, team, or (internal or external) number you want calls to be routed to. Ensure the name is typed with correct punctuation so it can be found.
  4. Set the ring duration to define how long the call should ring before continuing to the next step.
  5. Choose a ringing rule:
    • Skip if busy: The call will move to the next step if the agent is already on a call.
    • Ring even if busy: The call will ring the agent’s line even if they’re currently on another call.
Tip: Choosing Skip if busy helps avoid delays by routing the call elsewhere if the agent is unavailable.

Set up a personalized voicemail

If the agent is unavailable, you can add a customized voicemail message to the flow.

Steps

  1. Add a Voicemail widget after the Ring to widget.
  2. Customize the voicemail message by either:
    • Using text-to-speech, or
    • Uploading an audio file (MP3 or WAV format).
  3. Ensure the message is under 3 minutes in length.
Tip: Short, clear voicemails help reduce wait times and improve the caller experience.

Publish your Smartflow

Once your direct dial flow is complete, review the Smartflow configuration.
Click Publish to activate the changes.

Your direct dial route is now live and ready to connect callers directly to the selected agent.

Learn more about Smartflows Call Routing