Understanding Smartflows Call Routing – Aircall

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.