Smartflows: Call routing overview

With Aircall's Smartflows routing solution, Admins can easily design visual call flows that optimize how incoming calls are handled. Smartflows help ensure efficient routing, improve customer experience, and reduce missed calls by adapting to business hours, holidays, and team availability.

Why use Smartflows routing

Smartflows enables Admins to:

• Deliver faster resolutions by automatically routing calls to the right team or agent.

• Provide continuous service before, during, and after business hours by customizing call flows for holidays, peak times, or downtime.

• Build and deploy routing flows in minutes with an intuitive visual editor.

This article outlines the main features of Smartflows and how to start creating your first call flow.

Start creating a new flow

Steps:

1. Go to Aircall Dashboard > Numbers.

2. Select the number you want to edit.

3. Click the Call Distribution tab.

4. Click Build your call flow in the middle of the screen to create a new flow.

   • You can also click Edit in the top-right corner to start a new flow.

After this, you will be directed to the editor view where you can begin building your call distribution.

Add widgets to build your call flow

To design your flow, you’ll add widgets (steps in the call process) using the visual editor.

Steps:

1. Click the + icon to open the widget panel.

2. Select a widget from the available options.

3. To insert widgets at specific points, hover over a dot on a connecting line, click the + icon, and select another widget from the menu.

4. Click the added widget to open its editor panel on the right-hand side.

5. Use this panel to configure the widget’s settings.

Copy and delete widgets

Steps:

1. Hover over the widget you want to copy or delete.
2. Click the three dots on the right side of the widget.
3. From the menu, select Delete widget or Copy widget.
   • Delete widget: removes it from the flow.
   • Copy widget: duplicates the widget and its configuration.

4. To paste a copied widget, hover over a dot in the desired location, click the + icon, and select Paste 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.

Tip: You can also copy widgets between different Smartflows numbers. Make sure both numbers are open in the same browser tab, then move between them to paste the copied widget.

Publish your call flow

When you’re ready to apply your configuration, click the green Publish button in the top-right corner of the editor.

Important: Once a call flow is published, all calls to that number will follow the new flow.
If the flow has missing configurations or errors, an exclamation mark (!) will appear next to the Publish button.

Undo and redo actions

• Use the Undo button to revert recent actions such as adding or deleting widgets or branches.
• Use the Redo button to restore actions that were undone. Widget settings will remain as they were before clicking Undo.

Canceling your edits

Click Cancel to discard all unpublished steps and configurations. Any changes not published will be removed.

Manage zoom settings

You can zoom in or out on your call flow using the zoom controls in the bottom-right corner of the editor or by scrolling with your mouse wheel.

Move your call flow around the editor

Click and drag anywhere on the canvas to move the flow and adjust your view within the editor.