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Call Routing with Smartflows: FAQs

Jordan W.
  • Updated

To learn more about Smartflows and call distribution, we recommend first reading Understanding Smartflows: Aircall’s New Call Routing.

General Questions

Can Smartflows numbers send and receive SMS?

Yes! Numbers used with Smartflows are compatible with Aircall’s one-to-one SMS in the countries where we offer SMS.

Will Smartflows work for ported numbers, or only new numbers created in the Aircall Dashboard?

Smartflows will work for ported numbers as well as new numbers created in the Aircall Dashboard.

Is it possible to schedule call flow changes in advance? For instance, can I schedule a change to my IVR to take place while I’m out of office?

No, unfortunately it is not currently possible to schedule call flow changes in advance. Any edits you wish to make would have to be edited and implemented live.

Using the Smartflows Editor

Can I copy a call flow or widget from one number and paste it in on another number?

Unfortunately this is not currently possible. Call flows or widgets can only be copy and pasted within one number.

Using Extensions

How can I allow callers to dial by extension?

In Smartflows, you can still use extension dialing during any audio widget to reach any agent included in the call distribution.

Using the IVR Widget

Can I configure an IVR branch to accept multi-digit number inputs? For instance, can I have a caller “press 2-1-1” for sales?

No, unfortunately IVR input options are limited to one digit. If you’re looking for more IVR options, we recommend setting up multi-level IVRs.

When navigating a multi-level or nested IVR, can inbound callers navigate back to a prior IVR menu if they accidentally pressed the wrong key?

When configuring the “No or wrong input” branch of an IVR, users can select whether to replay the IVR audio message once, twice, or not at all.

However, if a caller selects a correct IVR option (ie. an IVR option that has been configured in the IVR widget) by accident, they will need to hang up and start the call again in order to navigate back to the original IVR menu.

Using the TimeRule Widget

When configuring the TimeRule Widget, can I route calls on an hourly basis rather than a day-by-day basis?

Yes! Smartflows allows customers to route calls on a custom hourly basis, or even on a custom 30-minute basis.

Call Routing and Analytics

How do I report on how many callers are selecting a particular IVR menu option?

There are two options to report on the call volume for particular IVR menu options. Customers can either:

  • Use the Ring To Widget to forward calls to another Aircall number for each IVR branch, and then track the inbound call volume on a number-by-number basis in Analytics.

  • Use the Ring To Widget to route calls to a separate team or user for each IVR branch, and then filter the inbound call volume by team or by user in Analytics.

Call Routing and Integrations

If I want to set up an IVR that logs calls in different CRM or help desk platforms based on the IVR option selected, how would I configure that?

In this instance, you would need to forward calls internally to an Aircall number that is connected to the desired CRM or help desk integration. For instance, if you have an IVR that routes calls to either Sales or Support, and you want calls for Sales to log into HubSpot and calls for Support to log into Intercom, you would set up a Ring To widget in each of those IVR branches and have the call forwarded to a separate Sales number (connected to the HubSpot integration) and Support number (connected to the Intercom integration).

Call Back Requests

I noticed there’s no widget for call-back requests. How do call back requests work with Smartflows?

Customers can still request a call back by pressing “*” on the keypad during an audio message or wait time. We recommend Aircall customers who want to use this feature instruct their callers to press * to receive a call back as a part of the audio message widget.

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