Smartflows is Aircall’s next-generation call routing tool, built to simplify and streamline the management of inbound calls. With its intuitive visual flow editor, Smartflows enables you to create and deploy call flows in just minutes.
All numbers must be migrated to Smartflows by May 2025, so it's important to take action soon. For more details, please refer to this article.
Walkthrough of the Migration Process
⚠️ Important:
- During the migration, the number will continue to operate using the current call distribution settings. The new routing will only take effect once you hit Publish at the end of the migration.
- Migration is handled one number at a time to ensure greater control, allowing you to verify that each number is properly configured before going live.
Step-by-Step Guide
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Access the Number
- In the Admin Dashboard, navigate to the Number page.
- Select the number you want to migrate and click Migrate. This will redirect you to the number’s call distribution page.
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Initiate the Migration
- Click Open Smartflows Editor to open the new flow editor and start the migration process.
- The flow editor will open in a new tab so you can still compare the migrated flow to the flow you had in legacy routing.
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Choose Your Migration Method
- Automated Migration: Automatically convert your existing call distribution.
- Start from Scratch: Create a new call flow from scratch. With this option, you can choose to start with a blank canvas, use a pre-built template, or import an existing flow previously created for another number.
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Edit and Save the Flow
- In the routing flow editor, review the call distribution and make any necessary adjustments.
- Click Save Draft to save your progress.
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Publish the New Routing
- Once you've confirmed that the flow is correct, click Publish. The new routing flow will now be active for the selected number.
Note: You can save your progress at any time by clicking Save Draft. To continue working on a saved draft, return to the same number in the Number page and click Resume Draft.
Optional: Testing Your Flow Before Publishing
If you'd like to test the new routing flow before making it live, follow these additional steps:
- Test the Flow: In the routing flow editor, click on Test to enable the testing section on the left side of the screen. Hint: Click Save Draft to ensure all changes are saved.
- Simulate an Inbound Call: Enter a calling number to be used for testing purposes. This number will simulate an inbound call to the number you are migrating.
- Check the Call Flow: Click Confirm and call the number you’re migrating from your test number to verify that the call flows correctly.
- Proceed with Publishing: If the flow behaves as expected, you are ready to hit Publish.
Things to Keep in Mind While Testing
- Callbacks: Agents assigned to the legacy or draft number won't receive callback requests during testing.
- Voicemails: Draft-related voicemails won't reach agents.
- Missed Calls: Agents assigned to the legacy configuration will get missed call notifications, which will also be reflected in analytics.
To Consider When Migrating
- Classic Numbers: All number settings, integrations, etc., will remain unchanged post-migration.
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IVR Numbers:
- If the legacy configuration included an IVR, it will be converted to match:
- The same number of branches as options in the legacy flow, including no input or incorrect input handling.
- IVR messages and redirections will be migrated.
- Special configurations (like “repeat instruction” or fallbacks) will be adjusted to default or carry over existing settings.
- IVR numbers will no longer be required, as Smartflows includes IVR functionality natively within the flow editor (learn more about the IVR widget). Line priority, Callback requests, and RQT settings will be disabled by default after migrating.
- If the legacy configuration included an IVR, it will be converted to match:
- Extensions in Smartflows: To allow extension dialing, an Audio Widget must be included, as callers will dial extensions while audio is playing.
- Business Hours vs Time Rule Widget: The concept of business hours is now replaced by the Time Rule Widget, which mimics the previous business hours behavior.
- If your legacy configuration was set to “always closed”, the new time rule step will include:
- A left branch set to 24/7 (0:00 - 24:00, all days) - Steps from the “closed” legacy branch will be in this branch.
- An “at any other time” branch - Steps from the “open” legacy branch will be in this branch.
- If your legacy configuration was “always open”, the new time rule step will include:
- A left branch set to 24/7 (0:00 - 24:00, all days) - Steps from the “open” branch will be in this branch.
- Steps from the “closed” branch will be in the “at any other time” branch.
- For a custom configuration, it will be carried over to the time rule step:
- A left branch with the custom schedule.
- “At any other time” branch to handle deviations.