API Dialplan

Overview

API Dialplan is a powerful call routing feature in Smartflo that enables real-time, dynamic call routing by integrating your business application with Smartflo using REST APIs.

Instead of relying on static IVRs or predefined call flows, Smartflo invokes your application whenever a call is received on a DID configured with an API Dialplan. Your application can analyze the incoming call details, apply custom business logic, retrieve information from CRMs or databases, and instruct Smartflo where the call should be routed.

The routing decision is entirely controlled by your application, making API Dialplan ideal for businesses that require intelligent and dynamic call handling. Typical use cases include:

CRM-based customer lookup
Lead allocation
Rider ↔ Driver number masking
Banking and account verification
Branch or location-based routing
Language and region-based routing
Priority customer handling
Voice Bot escalation
Skill-based agent selection
Time-based routing
Order and delivery status routing

Unlike traditional IVRs, API Dialplan allows routing decisions to be made in real time using live business data, ensuring customers are always connected to the most appropriate destination.

The following diagram illustrates the end-to-end flow of an API Dialplan:

Key Features

Feature	Description
Dynamic Call Routing	Route calls based on your application's response.
REST API Integration	Integrate with any HTTPS endpoint.
Multiple Transfer Types	Route to Agents, Extensions, Numbers, IVRs, Queues, Voice Bots, SIP Trunks, Voice Streaming, Nested API Dialplans, and more.
Custom Request Payload	Customize the request body sent to your API.
Custom Headers	Pass authentication tokens, API keys, or custom headers.
Configurable Timeout	Define how long Smartflo waits for your application to respond.
Failover Routing	Automatically route calls to a backup destination if the API fails or times out.
Custom Mapping	Dynamically map response fields to Smartflo routing parameters.
Nested Dialplans	Chain multiple API Dialplans to implement complex routing logic.
Secure Communication	Supports HTTPS endpoints and authenticated requests.