Smart Call Flow replaces the old scattered calling toggles with a single visual builder. You add actions, connect them in sequence, save your work as a draft, and publish when you're ready to go live.
Before you start
Turn on inbound calls in the inbox's calling settings. The builder only opens if inbound calls are enabled. If they're disabled, you'll see an informational message when you hover over the builder.
New inboxes and new orgs get a default flow automatically: a single Ring action set to Auto · 10 inbox members.
If you turn on Smart Call Flow with an empty workflow, incoming calls simultaneously ring the first 10 inbox members by default.
Aircall-connected numbers can't use Ring, Call Queue, Forward Call, IVR, or AI Calling Agent.
How to start
Go to Settings in your Salesmsg account.
Select Inboxes from the left menu.
Choose the inbox you want to configure.
Click Calling, then open Smart Call Flow.
Click into your call flow to open the builder.
The builder header shows your inbox name and current status (Active or Disabled).
If no flow is configured yet, the Smart Call Flow toggle sits OFF and you'll see an empty two-step frame (Incoming call → Call ends). Hover over it and click Edit flow to open the builder. Once a flow exists, the toggle sits ON and the frame previews your configured flow instead.
Turning the toggle OFF doesn't delete your configuration. It just stops the flow from running for inbound calls. You'll see a confirmation modal before it turns off.
The canvas
Every flow starts with an Incoming call trigger. You can't remove or replace it.
Click the + button on any connector line to insert an action at that point.
You can't drag components to reorder them. Actions are placed in sequence through the + button only.
Zoom controls sit in the bottom-left corner. + and − adjust zoom in 5% steps; scrolling on your device adjusts it in 1% steps. The current zoom percentage displays between the buttons.
Flow starts and flow ends nodes
Two fixed nodes bookend every flow:
Flow starts = the Incoming call trigger.
Flow ends = appears after the call itself concludes. This is the only place you can add Send SMS and AI Texting Agent actions, and you can add as many of these post-call actions as you want.
This split exists because some actions (texting) don't need an active call to run. They're post-call, not in-call, actions.
Actions menu
Click + on any connector line to open the Actions menu. It's organized into three sections:
Actions
Ring
Ring one or more inbox members at the same time.
Choose Auto, which rings the first 10 available members, select specific members by hand, or route dynamically based on a HubSpot or Salesmsg property, such as a deal owner or a custom field, so the matching member's number rings directly.
Ring has separate branches for Call is answered and Call is not answered, so you can send unanswered calls to a different next step.
Call Queue
Ring all members of the inbox at once. Add a greeting message and hold music from your audio library, or create new audio by recording, uploading an MP3 or WAV file (up to 10MB and 3 minutes), or generating it with text-to-speech.
Send to Voicemail
Play a greeting and collect a voicemail when a call can't be answered. Add greeting audio the same way as Call Queue, and optionally turn on Get Voicemail Via Email to receive a copy of each recording directly in your inbox.
Play Audio
Play a standalone audio message to the caller, then continue on to whatever action comes next in the flow. Unlike Ring, Play Audio doesn't attempt to connect the caller to anyone. It's a good way to add a quick announcement before routing the call further.
IVR Phone Tree
Give callers a voice menu with number key options (0 to 9), each routing to its own action, such as forwarding, a queue, or voicemail. You can also set a separate after-hours menu so callers see different options outside business hours.
Forward Call
Send incoming calls to an external number or another Salesmsg inbox. Add an optional extension, and turn on Call Whisper to play a short message to the person answering before the call connects, or Call Screening to confirm the caller before connecting. Forward Call always needs a fallback action in its "not transferred" branch, so calls are never dropped if the forward doesn't go through. Aircall numbers can't use this action.
AI Actions
AI Calling Agent
Hand the call to an AI agent. Choose an existing active agent, or create one from scratch by picking a starting template, naming the agent, writing a greeting, and adding detailed instructions for how it should handle the call.
Turn on Escalate to human so the AI transfers callers it can't help to a live inbox member, and turn on the AI Knowledge Base so the agent can reference selected documents while on the call. A Test Agent option lets you try the configuration before saving.
AI Texting Agent
Hand the conversation to an AI agent that responds over text instead of voice. Select an active agent, confirm or change the inbox it sends from, and choose whether enrollment criteria should be validated before the agent engages.
Logic
Business Hours
Route calls differently depending on whether they come in during or outside your set business hours. Business Hours has separate Open hours and After hours branches, each of which can lead to its own set of actions.
If your inbox's Business Hours setting is off, the flow runs entirely on the open-hours branch, and you'll see a warning if a call flow using Business Hours is active while the setting is disabled.
Blocked and opted-out contacts are automatically filtered out of Send SMS and Forward Call actions, so they never receive an outbound message or forwarded call.
Saving, activating, and publishing
If your flow has never been activated (Disabled):
Save changes stores your progress without going live. This button is disabled once there's nothing new to save.
Activate turns the flow on. Clicking it validates your configuration first - incomplete or invalid actions are highlighted in red on the canvas with an error message. Once validation passes, confirm in the modal to go live.
Once your flow is active:
Editing enables the Publish changes button
You can edit an active flow at any time — you don't need to deactivate it first.
Leaving the builder:
Click the X in the top-right corner to exit.
If you have unsaved changes, you're prompted to confirm: Save changes on a disabled flow, or Publish changes on an active one.
If you close without saving, your edits are lost.
Action reference
Each section below covers what the action does, what's required to save it, what's optional, its limits, and exactly which actions are compatible before and after it.
Ring (Call Distribution)
Routes an incoming call to inbox members using a chosen distribution method.
Required to save
A distribution method
Team members selected (for simultaneously, round robin, or linear round robin)
Optional
Ring duration: 10 to 60 seconds, in 5-second steps (default: 30 seconds)
Distribution methods
Simultaneously (default)
Round robin
Linear round robin
Salesmsg group: contact owner
Salesmsg group: conversation assignee
HubSpot group: contact owner, deal owner + custom properties
Limits
Simultaneous ringing caps at 10 members, or you can select the Auto · 10 inbox members option instead of picking individuals. These two options are mutually exclusive.
Member selection only applies to simultaneously, round robin, and linear round robin.
Members are excluded from distribution if they've set an away status, muted the inbox, or aren't in the specified member list.
Call forwarding and IVR/Call Queue configurations take precedence over call distribution when they're active elsewhere in the flow.
Aircall numbers can't use Ring.
You can add any number of Ring actions to a flow, and you can't delete just one branch — deleting a Ring action removes both branches and everything under them (with a confirmation modal).
Automatic branching Adding Ring automatically creates an "if call is not answered" sub-action, defaulted to Send to Voicemail. Click it to replace with any compatible action.
Send to voicemail
Sends the caller to voicemail with a recorded, uploaded, or text-to-speech greeting.
Required to save
An audio file (record, upload, or generate via text-to-speech). You can't save this action without one.
Optional
Get voicemail via email toggle (default: off). Only appears after you've added audio. When on, voicemail recordings go to your email.
Limits
Recordings cap at 3 minutes; recording stops automatically at that mark.
Uploads must be MP3 or WAV, 10MB or smaller, 3 minutes or shorter.
You can't chain two voicemail actions back to back.
Play audio
Plays a message, announcement, or hold music at a specific point in the flow.
Required to save
An audio file (record, upload, or text-to-speech)
Optional
A custom name for the audio file (auto-generated for text-to-speech; required when recording or uploading)
Audio options
Method | Details |
Record | Records directly in your browser via microphone. Caps at 3 minutes; stops automatically at that mark. Preview before saving. Filename required. |
Upload | MP3 or WAV only, 10MB max, 3 minutes max. Files outside these limits are rejected with a toast error. |
Text-to-speech | Type your message, pick a voice (basic, premium, or custom), preview with Play, then save. Both message text and filename are required. |
Library management All saved audio lives in a reusable library across your call flows. From there you can play/pause, search by name, and use the three-dot menu to preview, download, rename, or delete a file.
IVR phone tree
Lets callers press a key to route themselves to the right destination.
Required to save
A greeting message (record, upload, or text-to-speech)
At least 1 menu option (key assignment)
Optional
Additional menu options, up to the 10-key limit
A custom branch name per key (doesn't need to be unique, just non-empty)
Limits
Maximum 10 menu options - one per key, 0 through 9.
Only 1 level deep. No sub-menus.
Each key can only be used once; duplicates aren't allowed. Once all 10 keys are used, the Add button disables.
Deleting a menu option frees up that key again.
You can have up to 2 IVR configurations in a flow, with business hours logic determining which one activates.
Aircall numbers can't use IVR.
A "no selection" branch is included by default and defaults to Send to Voicemail; this branch can't be deleted independently (every other branch can).
Note: if you add IVR before an existing chain of actions, everything that was already there gets wrapped inside the IVR tree.
Forward call
Routes the incoming call to an external number or another Salesmsg inbox.
Required to save
Destination: either an external number (validated in real time) or a Salesmsg inbox + number
Optional
Extension number (external number destinations only)
Call whisper toggle — plays a message to the person answering before connecting the call. When enabled, you must enter open text; only Salesmsg merge fields can be inserted.
Call screening toggle
Limits
Aircall numbers can't use call forwarding.
Blocked contacts are automatically filtered out.
If the inbox has a single number, you configure forwarding directly in the sidebar. If it's a smart inbox with 2+ numbers, you configure forwarding per number in a dedicated modal.
Call queue
Routes callers into a queue for all inbox members, with a greeting they hear while waiting.
Required to save
Greeting music
Greeting message
Both are required before you can save the action.
Optional
Audio can be record, upload, or text-to-speech, same controls and limits as Play Audio and IVR (3-minute cap, MP3/WAV ≤10MB for uploads).
Limits
Aircall numbers are excluded from queue.
Configuration priority relative to other routing actions: Call Forwarding, then IVR, then Call Queue, then Call Distribution (Ring), then Voicemail.
Send SMS
Sends an automated text message at a specific point in the flow. This is a post-call action, not an in-call one.
Required to save
A message. You can't save an empty message; the field highlights red if you try.
Optional
Inbox to send from (defaults to the current inbox, but you can pick another and its number)
Any message box feature: attachments, merge fields, saved replies, emojis, AI, meetings, link shortening
Limits
Must be placed only after the "Call ends" node — it's a post-call action.
Exception: Send SMS can be the only action inside an IVR or Business Hours branch.
Blocked and opted-out contacts are automatically filtered out before sending.
Sends immediately once the flow reaches that step.
Business hours
Splits the flow into two branches based on whether the call comes in during or outside your configured business hours.
Required to save
Business hours must already be configured and enabled in account settings. The action isn't available otherwise.
Optional / defaults
"During hours" branch defaults to Ring (replaceable)
"After hours" branch defaults to Voicemail (replaceable)
Limits
Only one Business Hours action allowed per call flow.
The out-of-office message configured in Business Hours settings applies to messaging only — calling behavior follows whatever you build in this branch.
Deleting the whole action removes both branches. Deleting an individual branch action removes just that action and anything under it, except the "After hours" branch itself can't be deleted independently.
If your account's business hours are disabled, the action shows a validation error on canvas until you enable them (a banner links out to the Business Hours settings page in a new tab).
Note: adding Business Hours before an existing chain of actions wraps everything already there inside the Business Hours tree.
AI calling agent
Places an AI voice agent in the flow to handle the call.
Required to save
Either an existing active agent selected from the dropdown, or a new agent built from scratch with:
A starting template (default: Custom — exactly one must be selected)
Agent name: text, 50 characters max, must be non-empty and unique
A greeting message (pre-filled by template, editable)
Behavioral instructions (the main prompt the agent follows during calls, rich text with merge fields)
Optional
Escalate to human toggle (default: off). When on, the AI forwards the caller to a live agent in the inbox if it can't handle the request. When off, the AI handles the entire call with no transfer option.
AI knowledge base toggle (default: off). When on, select which documents the agent can reference (individual files or "All files"). A "Go to knowledge base" link opens the knowledge base page in a new tab. If the toggle is on but no documents are selected, the knowledge base has no effect.
Test Agent — available at any point during configuration, before saving or activating.
Limits
Aircall numbers can't use AI Calling Agent (same restriction as Call Queue, Distribution, and Forwarding).
Configuration priority relative to other routing actions: Call Forwarding, then IVR, then Call Queue, then Call Distribution, then AI Calling Agent, then Voicemail.
AI texting agent
Places an AI text agent in the flow to handle SMS conversations, typically as a post-call action.
Required to save
An existing active agent, selected from a dropdown
Optional
Inbox to use (pre-fills from the agent's settings if one exists there; you can pick another)
Environment validation checkbox (default: off)
Limits
Configuration priority relative to other routing actions: Call Forwarding, then IVR, then Call Queue, then Call Distribution, then Voicemail.
Frequently Asked Questions
Can I edit an active call flow?
Yes. You can edit a flow whether it's active or disabled. On an active flow, use Publish changes to push updates live; nothing changes until you do.
What happens if I close the builder without saving?
You'll see a confirmation prompt if there are unsaved changes. Confirming without saving discards your edits.
Can I drag components to reorder them on the canvas? Not at this time. Actions are added and sequenced through the + button on connector lines.
What happens if I turn off Smart Call Flow after configuring it?
Your configuration stays saved, but it won't run for inbound calls until you turn the toggle back on.
Why can't I add certain actions in the menu?
Some actions depend on other settings. Business Hours requires business hours to be configured and enabled in account settings first. IVR, Call Queue, Ring, Forward Call, and AI Calling Agent aren't available on Aircall-connected numbers.
Why is Send SMS only available after "Call ends"?
Send SMS and AI Texting Agent are post-call actions. They don't require an active call, so they live after the flow's "Call ends" node — with one exception: either can be the only action inside an IVR or Business Hours branch.
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