What is Smartflows?
Smartflows is Aircall's new call routing tool, designed to simplify and streamline how inbound calls are managed. With its visual routing flow editor, Smartflows allows you to create and deploy call flows in just minutes.
Smartflows is built using branches and widgets:
- Branches: These represent segments of the call route that split based on custom criteria defined by the Admin (e.g., time of day, caller input).
- Widgets: Concrete actions or rules, such as business hours, voicemail boxes, or agent groups, that Admins use to configure the call flow.
For a more detailed breakdown, refer to this article.
Why Should You Migrate to Smartflows?
As of Q2 2025, Smartflows will fully replace the legacy call routing solution, which will be deprecated. This transition is essential to ensure that your contact center benefits from enhanced flexibility and functionality.
Key Benefits of Smartflows:
- Faster call routing: Automatically route calls to the right team or agent, improving first-touch resolution.
- User-friendly interface: Build complex or simple inbound call flows using an intuitive, visual canvas. No technical expertise or coding is required.
- Customizable call management: Ensure continuous service with customized routing for business hours, holidays, and peak times, reducing the chance of missed calls.
For a complete list of Smartflows’ features, please see this section.
Transition Timeline from Legacy Routing to Smartflows
-
End of Support: March 31st, 2025
(After this date, support for numbers using Legacy Routing will no longer be provided.) -
End of Life: May 26th, 2025
(The Legacy Routing system will be fully retired.)
FAQ
What is Legacy Routing?
Legacy Routing was our previous tool for building call routing and distribution flows. It used two types of numbers:
- Classic Numbers: Basic call routing numbers. To include an IVR menu, users had to create a separate IVR Number and nest it within the Classic Number's flow.
- IVR Numbers: Dedicated to building IVR menus for routing calls based on customer input (e.g., "Press 1 for Sales").
While effective for basic needs, Legacy Routing was less flexible and required more manual setup. With Smartflows, all routing features are unified into one tool, making configuration simpler and more powerful.
How Do You Migrate from Legacy Routing?
Aircall offers a migration tool to help users seamlessly transition from Legacy Routing to Smartflows. For step-by-step instructions, refer to this article.
Can You Migrate Gradually?
Yes! Smartflows can be enabled on a per-number basis, allowing you to progressively migrate numbers from Legacy Routing to Smartflows without disruption. More details on this gradual migration process are available here.
Is There Full Feature Parity Between Legacy Routing and Smartflows?
Not yet, but we’re actively working on it. Currently, Smartflows does not include:
- The ability to skip logging calls in CRM integrations (if configured).
- The ability for callers to input extensions while listening to IVR messages.
- The ability to update messages via the PublicAPI
Our goal is to achieve full feature parity by the End of Support date, and these missing features are our top priority.
To learn more about Smartflows and how to migrate, please consult this page.