With Aircall's new Call Routing solution, Aircall Admins can build visual call flows in minutes. We recommend using the new routing to help:

• Deliver first-touchpoint resolutions by automatically routing calls to relevant teams and agents. 
• Provide continuous service during and after business hours by customizing call flows based on holidays, peak hours, and downtime to reduce your percentage of missed calls.

Using the Editor, Admins can build and implement call flows in minutes. 

This article will help you understand the basic features of the new routing, so you can start designing your first call flows.

 

Start Creating a New Flow

• Go to the Numbers section in your Dashboard, select the number you want to edit, and click on the “Call Distribution” tab.

• You will see in the middle of the screen a button “Build your call flow”, click here to create a new flow.

• It is also possible to create a new flow by clicking on the “Edit” button located at the top right.

After this step, you will be taken to the edit view where you can begin setting up your call distribution.

 

Add Widgets to Start Building your Call flow

When settings up your call distribution, or 'flow,' you will need to add steps, or 'widgets,' in the edit screen.

• To start, Click on the “+” icon and select a widget from the options in the panel that will open up:

• You will be able to add additional widgets at any point of the flow where you see a dot on the connecting lines. Simply hover over a dot and the “+” icon will appear. Then, click on the “+” icon and the widgets menu will pop up again for you to select a widget:

• The widget that you click on will be added to that point of the flow!

• By clicking on the widget once it has been added to the flow, you will be able to view its “editor panel” on the right:

• Use this righthand panel to configure your preferred settings for the selected widget.

Copy and Delete Widgets

• Hover over the widget you would like to delete.

• Click on the 3 dots that will appear on the right side of the widget.

• A menu will pop up with the options to delete or copy the widget.

• If you click on the “Delete widget” option the widget will be removed:

• If you click on the “Copy widget” option, the widget and it's settings will be copied and able to be pasted to another part of the flow.

• Hover over the dot where you want to insert the copy of the widget.

• When the “+” icon appears in place of the dot, click on it and a menu will pop up.

• Click on the “Paste widget” option of the menu.

• The widget copy will be added to the flow with the same configuration than the original widget.

• If you want to edit the configuration of the copied widget, click on it, and the widget edit panel will open up on the right side of your screen.

⚠️ You can also copy widget between different Smartflow numbers! You will need to be in the same browser tab and simply move between the numbers.

 

Publish your Call Flow

When you are ready to publish your call flow, click on the green “Publish” button that you will find on the top right corner of the editor.

⚠️ Please note that once a number’s call flow is published, any calls to that number will follow that flow. If the call flow is missing any configurations, or if it has any errors that will prevent it from working properly, you will see an exclamation mark “!” next to the publishing button.

 

Undo & Redo

With the undo button you will be able to revert actions in the editor such as adding/deleting widget or adding/deleting branches.

 

The redo button restores any actions that were previously undone, keeping the widget configuration as it was before clicking undo.

 

 

 

Cancelling your edits

By pressing the “Cancel” button all flow steps and configurations that have not been published, will be removed.

 

 

Manage Zoom Settings

You will be able to zoom in and zoom out the call flow you are working on at any time by using the bottom right zoom buttons, or by using your mouse wheel.

 

Move your Call Flow Around the Editor

You can click and drag on the call flow to move it to anywhere on the editor canvas.

 

 

Get to know the Widgets

The Audio Widget

• This widget allows you to configure audio messages that your customers will listen to.

• After adding this widget to your flow, click on it to open the widget editor panel, in which you will find the following options:

• Message Title: In this field you can set a name for the audio widget.

  • Adding a descriptive name will help you to identify what each widget does in the flow without having to click on it.

  • Please note that this is an optional configuration, which means that your flow could be published without a widget having a name.

• Type of message: In this field you are able to select three types of messages:

  • Text to Speech: Select this option to write the message that will be played as an audio message to your callers.

    • You can select the language and the voice for this message from a set of options.

    • We recommend that you listen to the message before publishing it to check that everything works as you wish.

  • Custom file: Select this option to upload your own pre-recorded audio message files that your callers will listen to when they reach this flow step.

    • Please be aware that if the file is not .mp3 or it is corrupted will be not allow upload the file.

  

  • Record file: Select this option to record your own audio message files that your callers will listen to when they reach this flow step.

 

The Waiting Music Widget

• This widget allows you to configure the music that your customers will listen to during their call waiting time.

• Please note that you can set different waiting music for each branch that your call flow has.

• You can select two different types of waiting music:

  • Audio library: Select this option to use a piece of music from Aircall’s audio library.

     

  

  • Once you have selected a music piece, you can listen to it by clicking on the “play” icon below the “Select audio” field.

• Custom file: Select this option if you prefer to upload your own waiting music files.

 

The Ring to Widget

• This widget allows you to configure to which user, team, or phone number the caller will be passed to in the next step of the call flow.

• Please note that this widget can be used both for passing the call to internal Aircall phone numbers or to external phone numbers.

• Within this widget configuration options you will be able to select either:

  • Individual Aircall users

  • Aircall Teams

  • External phone number

  • Internal phone numbers (Aircall numbers)

• When selecting to ring to a User, you will have the following options:

  • Waiting time: Set the time that a caller will wait in this step before moving to the next flow widget if the selected Aircall user does not pick up the call.

    • You can set up a waiting time between 5 and 3600 seconds.

      

  • Ringing rule: Define what happens if the Aircall User is busy.

    • Skip if busy: Select this option if you want to omit this step of the call flow if the user assigned to this step is busy. (Note that this user can be busy for a variety of reasons, such as being in a call, doing after-call work, etc.)

    • Ring even if busy: Select this option if you want the caller to wait in this call flow step even if the Aircall user is busy. With this option, caller will wait to for the User to answer for the full waiting time set, or until the User answers, whichever happens first. If the User does not answer within the waiting time set, the caller will move to the next step of the call flow.

• When selecting to ring to a Team, you will have the following options:

  • Waiting time: Set the time that a caller will wait in this step before moving to the next flow widget if no Users of the selected Aircall Team pick up the call.

    • You can set up a waiting time between 5 and 3600 seconds.

  • Ringing rule: Choose between 3 types of ringing configurations: Simultaneous, Randomly and Longest idle time.

    

    For more information on the ringing configurations: please visit Understanding Call Routing

  • Ringing time per user: Choose the maximum time that the call will ring to each of the team members before going to the next flow step if none of the team members picks up the call.

 

• When selecting ring to Internal the call will be redirected to one of your Aircall numbers.

• When selecting ring to External the call will be redirected to a phone number that does not belong to your Aircall account.

  • The number that will be shown when the external number receives the will be the original caller's number.

  • ⚠️ Be aware that after a call rings to an external number, it will be not possible to add any other widgets as the call will have be sent outside the Aircall call flow.

 

The Voicemail Widget

• This widget allows your callers to leave a voicemail that will be sent to all the users that are associate with the call distribution flow that it is placed into.

• In this widget you can configure:

  • Message setting: Configure the audio that users will hear when arrive to this step. As with other audio options, you are able to upload a file, use text to speech, or record a file:

  

  • Message duration: Set the maximum duration of messages that a caller can leave.

    

    • Please be aware that any widgets configured after a voicemail will be ignored during the call. After a caller leaves a voicemail, the call will end.

       

The TimeRule Widget

• Use this widget to configure business hours for your number.

• Each group of business hours will have its own branch, for which you can build its own, distinct branch flow.

• Add and delete business hours branches directly in the call flow canvas by hovering over the dots placed between branches, and clicking on the “+” icon that will appear:

  

• There are some common settings that will apply to all branches of the Time rule widget:

  • Time rule title (optional): In this field, you can set a name for this time rule widget.

    • Adding a descriptive name will help you to identify what this widget does in the flow without having to click on it.

    • Please note that this is an optional configuration, which means that your flow could be published without this widget’s name.

  • Time zone: In this field, you can set the time zone of your business hours.

• There are other options that can be configured at the branch level, and that will only affect the steps of that branch:

• Branch title and time slot: Configure the name of the branch and which days/hours that calls go through this branch.

  • Please note that you can add additional time slots in this branch:

    • For example, you can set a time slot for calls coming in Monday to Friday from 9:00-18:00 h, and another slot for the same branch for calls coming in Saturday to Sunday from 10:00 to 14:00 h.

• If you want to have separate branches responding to different time slots, instead of 1 branch with multiple time slots you can do so by adding a new branch to the time rule widget and then configuring this branch independently.

  

   

  • Please note that all calls that come in at a time that is not part of the time slots configured in the Time Rule widget will go through the “At any other time” branch.

The IVR Widget

• Use this widget to configure a menu of options the caller can go through depending on their needs. The caller will listen to an audio message that will indicate which keypad buttons the caller will have to press in order to go through a specific option.

• This widget is useful to qualify calls so they can be directed to the best person or team to handle it. For example: direct the caller to the Support team, or to a Sales agent.

• Add or delete new IVR options (branches) directly within the canvas by hovering over the dots placed between branches, and clicking on the “+” icon that will appear:

  

• There are some common settings that will apply to all branches of the IVR widget:

  • Message setting: Configure the audio that the users will listen to when arriving to this step. As with other audio options, you are able to upload a file, use text to speech, or record a file.

  • IVR title (optional): In this field, you can set a name for this widget.

    • Adding a descriptive name will help you to identify what this widget does in the flow without having to click on it.

    • Please note that this is an optional configuration, which means that your flow could be published without this widget’s name.

• There are other options that can be configured at the branch level, and that will only affect the steps of that branch:

  • Branch title and key: Set the name of the branch, and which keypad number it is represented by.

  • What happens when there is no input from the caller, or the caller’s input is invalid: You can enable the message to be repeated when the caller does not press a key, or when they press a key that is not configured. You can also configure how many times the message can be repeated upon an invalid or incorrect caller’s input, and configure a separate message that plays for your customer after the set number of incorrect inputs. The caller will have 3 seconds to make a selection after the IVR message is played, before it is considered as no input. 

 

• • You can also add a new branch to configure a different flow:

 

Line Settings

Callback Request

For numbers using the new routing, it is possible to configure the Callback request message that your callers will listen to once they request a Callback by pressing “*” during any audio message widget.

To configure the Callback request message you can go to line settings, enable the Callback Request option and configure the message. You are able to upload an audio file, use text to speech, or record a message:

 

Get to Know the Errors & Warnings

The editor includes an error and warnings control system that will prevent you from publishing a flow that contains any errors or that misses any needed configuration. This call flow quality checking system will help you provide a better experience to your callers.

You can see next to the “publish” button an icon (! or x) with a number that represents the number of warning and/or error in the flow.

Warnings and error have different implications to your flow:

• Warnings: You can see if you have any warnings by checking if a yellow exclamation icon “!” has appeared next to the publishing button, on the top right corner of the editing canvas.

  • Click on the exclamation icon and a message explaining to you what warnings have been found will appear.

  • To know to which widget the warning specifically refers to, click on it and the referenced widget will be highlighted in the call flow.

  • You will be able to publish the call flow without fixing the warnings. However, we recommend that you go through and correct each of them to provide a good experience to your caller.

• Errors: You can see if you have any errors by checking if a red cross icon “x” has appeared next to the publishing button, on the top right corner of the editing canvas.

  • Click on the cross icon and a message explaining to you what warnings have been found will appear.

  • To know to which widget the error specifically refers to, click on it and the referenced widget will be highlighted in the call flow.

  • You will not be able to publish the call flow without fixing the errors.