Configure Smart Routing to the Zendesk Contact Owner using the Ring-to (via API) widget in Smartflows

Configure smart routing on a shared phone number to ensure callers are efficiently connected to their point of contact using the Ring-to (via API) widget in Smartflows.

Note: The video tutorial may show the previous version of the Test Response section. Always rely on the written steps in this article for the most current guidance.

In this guide you will learn: 

• How using the Ring-to (via API) widget enhances efficiency and customer experience.
• How to set up smart routing to the Zendesk contact owner.
  • Step one: Creating the custom field in Zendesk and generating an API token
  • Step two: Setting up the Ring-to (via API) widget in Aircall Smartflows

Note: The Ring-to (via API) widget is only available on the Professional plan. If you are not on the Professional plan, please contact your Customer Success Manager for assistance.

How using the Ring-to (via API) widget enhances efficiency and customer experience

Smart routing on a shared phone number offers significant benefits, improving efficiency, accuracy, and customer experience. By intelligently directing incoming calls based on CRM data, smart routing ensures each caller is quickly connected to the most appropriate agent, reducing wait times and improving first-call resolution rates.

Using Aircall’s Ring-to (via API) widget in Smartflows, a common use case is routing inbound VIP callers directly to their Zendesk contact owner (dedicated Customer Support agent). This prevents the entire team from being interrupted by unrelated customer calls and removes the need to place callers on hold while being transferred to their assigned agent.

How to set up smart routing to the Zendesk contact owner

Step one: Create the custom field in Zendesk and generate an API token

Important: This step requires familiarity with Zendesk custom fields and authentication methods.

Start in Zendesk by creating a custom property to store the contact owner’s email address.

1. In the Zendesk Admin Center, navigate to People → Configuration → User Fields and select Add Field.

   • Field type: Text

   • Display name: Owner Email

   • Field key: owner_email

   

2. The field will be automatically added to all end-user profiles. Once it is created and visible on the end-user profile, populate it with an email address. You will need this later to test the path validity in the Ring-to (via API) widget.

   

3. Next, create an API Token in the Zendesk Admin Center. This token will be used in the next step to configure the request in the Ring-to (via API) widget.

Important: API Token access is disabled by default in Zendesk. You must enable access in the Admin Center before generating tokens.

4. The API Token must be formatted as a Base-64 encoded string. For more information, refer to Zendesk’s guide: How can I authenticate API requests?.

Step two: Set up the Ring-to (via API) widget in Aircall Smartflows

Important: This step requires familiarity with Zendesk REST API and Smartflows.

1. Go to Aircall Dashboard > Numbers, and open the Smartflows number to configure.

• It is important to note that the Aircall users who will have calls routed to them via the API do not need to be assigned to the Smartflows Call Distribution. If they are assigned, the user will receive any missed call notifications in their To-Do list if they miss the transferred call. However, they will not receive these notifications if they are not assigned to the number.

2. Navigate to the phone number you wish to configure the Ring-to (via API) widget on. Add the Ring-to (via API) widget to your desired spot in your Smartflows distribution to open the widget editor.

3. Set Authentication method to API Key, then click Set Credentials. Complete the credentials pop-up form as follows:

   • Key: Authorization: Basic

   • Value: Base-64 encoded API Token created in the previous step

   • Add to: Header

   

4. Return to the widget editor and complete the request configuration:

   • URL: https://MyDomainName.zendesk.com/api/v2/users/search.json?query={{callerNumber}}
     (Replace “MyDomainName” with your actual Zendesk domain name.)

   • Method: GET

5. Configure the response settings as follows:

   • Response type: User (ID or email)

   • Path: users[0].user_fields.owner_email

6. Run a test in the dedicated Test Response field:

   • Enter a valid phone number in international E.164 format.

   • Ensure a JSON payload is returned.

   • Confirm that the Path is valid for finding the value used to route the inbound call.

   • Check that the existing contact’s email address matches an existing Aircall user’s email address.

   

Tip: Adjust the ringing settings directly beneath the test field to suit your business operations.

 You should now be ready to start testing inbound calls for smart routing to the Zendesk contact owner using the Ring-to (via API) widget.

Going live

Once your tests are complete and the routing works as expected, make sure to populate the Owner Email field in Zendesk for every end-user profile where you want calls to be automatically routed.

Professional Services

If you need an extra hand with implementing this smart routing configuration, or would like to learn about similar automations to enhance your operations, check out our Customer Success team to book time with our Technical Consultants.