The Ring to widget lets you configure to which user, team, or phone number the caller will be passed to in the next step of the call flow.
Routing options
You can configure the Ring to widget to route calls to:
- Individual Aircall users
- Aircall teams
- Internal numbers (Aircall numbers)
- External numbers (forwarding calls out of Aircall)
Note: You must type at least three letters in the *Ring to* field for the relevant user, team, or number to appear in the dropdown menu.
Ringing to an Aircall user
When routing calls to an individual user, you will have the following options:
| Option | Description |
|---|---|
| Ring for | Set how long a call will ring before moving to the next widget if the Aircall user does not answer. The range is 5 to 3600 seconds. |
| Ring even if busy |
When the toggle is OFF, and the user is bussy, the call moves to the next widget immediately if the user is busy. When ON, the call remains in the queue for the defined time, and if the user becomes available, it will ring to them. |
| Busy statuses | Users are considered busy when they are in-call, in wrap-up time, or performing after-call work. |
Note: Due to mobile SDK restrictions, Aircall users on the iOS app can only be rung for up to 1 minute, regardless of longer ring times set in Smartflows.
Ringing to an Aircall team
When routing calls to a team, you can choose from several options:
| Option | Description |
|---|---|
| Ring for | Defines how long the call will ring before moving to the next flow widget if no team member answers (5 to 3600 seconds). |
| Ringing rule | Choose how calls are distributed among team members: Simultaneous, Randomly, or Longest idle time. For more details, see Understanding Call Routing. |
| Ring even if busy |
When the toggle is OFF, if all of the team's users are busy, the call will immediately move to the next step without waiting for them to be available. When the toggle is ON, if all of the team's users are busy, the call will wait in the queue for the defined ring to time. If any of the users becomes available during this time, the call will ring to them. |
| Ringing time per agent | Sets the maximum time a call will ring to each agent before moving on. Due to carrier restrictions, this cannot exceed 10 minutes per agent. If the Ring for time is 3600 seconds but only one user is available, the call will ring for 10 minutes before advancing. |
Note: If the Respect Queuing Time is enabled, the call will stay in the queue for the full ring duration, regardless of agent availability or status.
Ringing to internal or external numbers
| Type | Behavior |
|---|---|
| Internal number (Aircall) | Redirects the call to another Aircall number within your account. This option keeps the call fully inside Aircall, allowing Smartflows to continue processing the call with additional widgets and routing logic. |
| External number (forwarding calls out of Aircall) | Sends the call to a number outside of Aircall. Once the call is routed externally, it cannot return to Smartflows, so no additional widgets can be added after this step. |
Important: When routing calls to external numbers, calls from anonymous or unknown callers will display the number +266696687 in the FROM field.
This ensures calls are routed successfully even when carriers block anonymous IDs, while maintaining the caller’s anonymity.
Best practices
- If no other widgets (such as another Ring to or Voicemail widget) are added after this step, and the selected user or team is unavailable, the call will ring once and drop. To prevent this, you can add another Ring To widget or a Voicemail widget in order to continue routing the call.
- Calls to external numbers end the Aircall flow, so no additional routing can occur afterward.
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