Smartflow Migration Tool

With the release of Smartflows, Aircall also offers a tool to allow users to migrate from our old routing system to our new routing system.

With the migration tool in the Dashboard, users will be able to:

• Start building Flows
• Test Flows
• Migrate Flows

Start Building Flows

• On the Numbers page, select the legacy number you want to migrate to Smartflows
• On this page, you will also have a banner to learn a little bit more about the advantage of Smartflows:

• Once selecting the legacy number, in the call distribution tab you will see a banner on the top. Click “Upgrade to Smartflow” which will open a menu to select if you want to build your flow from scratch or convert your current legacy flow into a Smartflow. Both options will remain available until the first time you save a draft of the Smartflow. Up to that point, you will be able to select each option in case you pick one by mistake.

Convert from legacy to Smartflow:

• • • Business hour vs time rule:

      • In the case that your legacy business hour configuration is set as “always closed,” a time rule step will be added with:

        • A left branch configured to 24/7 (start - 0:00, finish - 24:00, for all days)

        • An “at any other time” branch

        • All the steps configured in the “closed” branch in the legacy flow will be included in the “left branch” in the time rule step.

        • All the steps configured in the “open” branch in the legacy will be included in the “At any other time” branch of the time rule step.

      • In the case the business hour configuration is set as “always open,” a time rule step will be added with:

        • A left branch configured to 24/7 (start - 0:00, finish - 24:00, for all days)

        • An “at any other time” branch

        • All the steps configured in the “open” branch in the legacy flow will be included in the “left branch” in the time rule step.

        • All the steps configured in the “closed” branch in the legacy flow will be included in the “At any other time” branch of the time rule step.

      • In the case the business hour configuration has a “custom” configuration, we will copy this configuration into the time rule step “normal branch.”

        • A time rule step will be added with:

          • Left branch configured with the custom configuration

          • “At any other time” branch

        • All the steps configured in the “open” branch in the legacy flow will be included in the “left branch” in the time rule step.

        • All the steps configured in the “closed” branch in the legacy flow will be included in the “At any other time” branch of the time rule step.

    • IVR:

      • A step will be added with the same number of branches as options are configured in the legacy flow, as well a no input or wrong input branch.

      • Each branch will have the same redirection (ring to external / ring to internal) configured in the legacy flow.

      • If an IVR message is configured in the legacy flow, we will copy this audio configuration in Message settings → Keypad instructions message. If not, we will keep the Message settings → Keypad instructions message in the IVR step empty.

      • In the case “If no option is selected” is enabled in the legacy flow, we will enabled the “repeat instruction” toggle in the IVR step with the default configuration (repeat once). In the case the fallback is disabled, the “repeat instruction” toggle will be disabled.

      • In the case the fallback option is configured in the legacy flow, we will add the same redirection (ring to external / ring to internal) into the “No or wrong input” branch in the IVR step.

      • No or wrong input messages will be set, by default, as “none” in the IVR step

Start from Scratch:

• While building your flow, it is possible to save your progress, so that you can continue building later, by clicking Save draft:

• Once you have saved a draft, you can resume working on your flow by accessing it through the same legacy number you clicked on initially. Simply click Resume draft:

Test Flows

To be sure everything works as expected, you will be able to test your flow before migrating. This can be done by clicking the Test button:

• Once you click Test, a menu will appear
• Enter the numbers from which you will make test calls from to the draft (Aircall will keep those numbers saved for testing until the number is migrated)
• When you call your Aircall number that has a draft, from one of the numbers set in the test menu, you will be able to navigate through your draft as if your flow was completed
• If you or another caller dials in from a number that is not saved for testing, the current call distribution that has been set up in the old routing will be used instead

Migrating Flows

Once you have validated that everything works as expected, the last step is to migrate the flow:

• Click Migrate
• Check the confirmation It's all good for me
• Click Confirm and Publish

After confirming, your new flow will appear and the old call distribution will be removed.

🎉 That's all, your migration is complete!

⚠️ Please keep in mind:

• For Classic numbers, your other number settings, associated integrations, etc., will be kept the same after migrating
• For IVR numbers, Line priority, Callback request, and RQT settings will be disabled by default after migrating
• Extension dialing does not migrate. To dial an extension using Smartflows, an Audio Widget is required.

Limitations when testing drafts

• Agents assigned to the legacy (or draft) number will not receive callback requests when testing the draft
• Agents assigned to the legacy (or draft) number will not receive voicemails generated when testing the draft
• Agents assigned to the legacy call distribution will receive missed calls generated when testing the draft
• Missed calls/Missed call reasons generated from testing the draft will appear in analytics as linked to the legacy number
• Agents assigned to the draft will not be able to make outbound calls from the draft