Hi everyone. Since its inception, we've been constantly making improvements to the Salesmsg calling experience. Today marks a new chapter with the introduction of Smart Call Flows, a completely new way to design your Salesmsg phone system with total flexibility. So, let's take a look.
Under the calling section of any inbox settings, you will now find the newly added Smart Call Flows. But what exactly are Smart Call Flows? You can think of them as a visual builder for everything that happens between the moment a customer calls your business and the moment the call ends. Whether that's ringing your team, routing calls through a phone tree, forwarding calls, or even engaging AI agents, you can build it all in this simple visual experience. So, let's walk through a few examples.
Let's start with a classic business phone setup. When a customer calls, we'll first ring our team for a period of time, and if nobody answers, we'll send the caller to voicemail. You have several options for deciding who receives the call: you can either ring everyone in the inbox at once, use round robin to evenly distribute calls across your team, or even route calls directly to the contact or deal owner from your CRM. And if you record calls for training or compliance, you can easily add an introductory message informing callers that the call will be recorded before connecting them.
Now, let's build something a little bit more advanced. For businesses with multiple departments or locations, you can create an IVR phone tree. We'll start by adding a greeting that tells callers which options are available. Then, we'll create two branches: one for sales and one for support. For sales, we'll use round robin to evenly distribute new opportunities amongst our sales reps. On the other hand, for support, we will use a call queue, allowing callers to wait for the next available representative during busy periods instead of immediately going to voicemail. This gives you complete flexibility to design every branch exactly the way your business operates.
One of the most exciting capabilities of Smart Call Flows is how easily you can bring AI into your phone system. Let's add a third IVR option for customers who prefer texting instead of waiting on hold. We'll first play a short message letting callers know they'll receive a text in just a moment. Then, we'll enroll them into an AI texting agent that continues the conversation over SMS, answering questions, collecting information, or helping them resolve their issue without ever speaking to a representative.
And finally, you can create completely different call experiences during and after business hours. Simply add business hours to your call flow. During business hours, you might route calls to your team as normal, but after hours, you can automatically hand calls over to an AI calling agent that answers common questions, captures customer information, and takes detailed messages for your team to review the next business day. It's a simple way to provide great customer service around the clock.
And that's just a glimpse of what you can do to build your phone system with Smart Call Flows. Give it a try today, and thanks for watching.
