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We have rebuilt this flow in enough accounts to know where it breaks, and it is almost always the same three things. A branch pointing at one person who is on holiday. A prompt that never tells the caller to press the confirmation key. A voicemail sitting in a spot where the call can never reach it.
Below is the step-by-step build that fixes all three, five steps with one widget each, in the order a call travels through them.
All three turn up on lines that look perfectly healthy on the canvas, which is why they survive for months. Each one comes down to a single widget setting
None of this shows up in a dashboard. It shows up as calls that ring out. Here is the shape you are aiming at instead.
Work through the five steps below in the order they appear, top to bottom. A widget can only be attached once the branch above it exists, so open your Smartflow and start with the time rule.
The time rule sits directly under Call comes in and decides which branch a caller follows. Everything else hangs off the branches it creates, so it goes first.
Every call that arrives outside the hours you just set follows the At any other time branch, so that branch needs a destination of its own in step 5.
This is the one moment a caller hears your company name, and they hear it on every call, including the fifth one this week. Keep it to a single sentence.
Example:Â Welcome to support. Please enter your ticket number.Â
Write the greeting and the IVR prompt as one continuous script, because the caller hears them back to back with no pause in between.
The input IVR collects a number from the caller and splits the flow into two branches everything below depends on the Input IVR and Retry failure.
For Example: Please enter your ticket number, then press #Â
The widget now shows two branches. Input ivr holds callers who entered a number and goes to your team in step 4. Retry failure holds callers who entered nothing or the wrong thing and goes to voicemail in step 5.
Use a Standard IVR instead of an input IVR when callers should pick from a menu, such as pressing 1 for sales and 2 for support, rather than typing an identifier.
Most flows lose people here, at a prompt that asks for something and never tells the caller how to send it.
We map and build the whole setup, IVR, time rules, CRM routing and fallbacks, then call every branch before your customers do.
The Input IVR branch carries callers who did what you asked, so send it straight to the people who can help them.
Key Note: The screenshots route to one named user because this is a sample flow. Swap in a team before you publish, or the flow will stop working the day that person is out.Â
Voicemail catches every branch with no live agent behind it, which means Retry failure, Holiday, At any other time, and the calls nobody picks up in step 4.
Voicemail ends the call flow, so it is always the last widget on a branch. If you want a second team to try before the caller gives up, that Ring to widget goes above the voicemail. Put it below and Aircall greys it out with a note saying the call flow ends before this point. We have opened flows where half the canvas was greyed out like that and nobody had noticed, because on screen it still looked finished.
One last check that has nothing to do with the widget. Make sure the voicemail lands somewhere a person actually looks. A recording nobody plays is a missed call with extra steps.
Call the number from an outside phone and walk through every branch, because a branch with no destination fails quietly rather than showing an error.
Publish the flow, then run the first two checks once more on the live number before you hand it to the team.
Your team should not be losing leads to dead-end menus, missed transfers, and after-hours voicemail nobody checks.
We design and build your full Aircall Smartflow setup, then test every branch before a real customer ever hits it.
Start with one flow, one clean map, and routing that sends every caller to the person who can actually help.
Yes. Open the Smartflow, change the field and republish. Hours, greeting wording and the team on a branch are one setting each. Call the branch you touched afterwards, because a change in one place can leave another branch without a destination.
The agent sees it in the Workspace and it is available in Analytics. Putting it onto the customer record in Salesforce, Pipedrive or another system is an integration job rather than a Smartflow setting, which is covered by CRM integration.
As many as your teams cover. Each region is its own branch with its own days and hours, and every branch needs somewhere for the call to land, so more regions also means more voicemail widgets.
Walk every branch from an outside phone first, since that finds most of it. When the flow looks correct and calls still fail, the cause is usually numbers, routing or an integration rather than the widgets, and that is where Aircall troubleshooting picks up.
Not to answer calls. They do need to know where the caller input appears and what each branch means, or the ticket number sitting on their screen goes unused. Aircall training covers that side.
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