The Smart Routing: Ring to (via API) widget is an advanced Smartflows feature available to users on the Professional plan. This widget enables users with admin access to configure custom routing to an Aircall user, Aircall team, or an internal or external number, based on data retrieved from third-party systems such as CRMs or help desks.
This feature is ideal for organizations that want to automate and personalize call distribution using external data sources.
How it works
The widget uses an API request to fetch routing information from an external system. Based on the data returned, it dynamically determines which user, team, or number the call should be routed to.
For example, you can:
- Route calls to the account manager listed in your CRM.
- Direct customers with open support tickets to a specific team.
- Forward calls to an external partner during specific workflows.
Implementation options
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For technical users:
Users with admin access or IT teams familiar with APIs and the JSON data exchange format can implement this widget directly by following the API documentation for their chosen platform. -
For non-technical users:
Customers interested in leveraging this feature but lacking technical expertise should contact our Account Management team, who will connect them with our technical team for support and implementation guidance.
For detailed configuration steps and technical requirements, refer to the full guide:
Smartflows – Smart Routing: Ring to (via API) Technical Documentation