API Dialplan Use Cases

API Dialplan enables organizations to implement intelligent and dynamic call routing by integrating Smartflo with their existing business applications. Instead of relying on static call flows, Smartflo invokes your HTTPS endpoint during an incoming call, allowing your application to decide how the call should be handled based on real-time business data.

The following use cases demonstrate common scenarios where API Dialplan can be used to automate and personalize call routing.

1. Lead-Based Routing

A real estate company assigns every lead to a dedicated sales executive. When a prospective customer calls the company's Smartflo DID, the call should automatically connect to the assigned sales executive instead of following a generic IVR flow.

How it Works

1. Customer calls the Smartflo DID.
2. Smartflo sends the caller's number to the customer's CRM.
3. The CRM searches for the lead owner.
4. The CRM returns the assigned Agent ID.
5. Smartflo transfers the call to the assigned sales executive.

Sample Response

[
  {
    "transfer": {
      "type": "agent",
      "data": ["050XXX25"]
    }
  }
]

Benefits

• Personalized customer experience
• Reduced call transfers
• Faster lead handling

2. Region & Language-Based Routing

A nationwide organization wants callers to be connected to the nearest regional support team and served in their preferred language.

How it Works

1. Customer calls the Smartflo DID.
2. Smartflo sends the caller's number and telecom circle.
3. The customer application identifies the customer's region and preferred language.
4. Smartflo routes the call to the corresponding IVR or Department.

Sample Response

[
  {
    "transfer": {
      "type": "department",
      "data": ["12XX5"]
    }
  }
]

Benefits

• Localized customer support
• Reduced manual routing
• Improved customer satisfaction

3. Priority Customer Routing

A bank wants premium customers to bypass the IVR and connect directly to a Relationship Manager.

How it Works

1. Smartflo sends the caller's mobile number.
2. Banking application checks customer category.
3. Premium customers are routed to Priority Support.
4. Regular customers continue through the IVR.

Sample Response

[
  {
    "transfer": {
      "type": "agent",
      "data": ["050XXX15"]
    }
  }
]

Benefits

• VIP customer handling
• Reduced waiting time
• Personalized service

4. Rider ↔ Driver Number Masking

A ride-hailing platform wants Riders and Drivers to communicate without revealing their personal phone numbers.

How it Works

1. Rider or Driver calls the Smartflo DID.
2. Smartflo sends the caller's mobile number and call details to the customer's application.
3. The application identifies whether the caller is a Rider or Driver.
4. If the caller is a Rider, the application returns the Driver's number.
5. If the caller is a Driver, the application returns the Rider's number.
6. Smartflo bridges the call while masking both phone numbers.

Sample Response

[
  {
    "transfer": {
      "type": "number",
      "data": ["987XXX210"]
    }
  }
]

Benefits

• Protects customer privacy
• Dynamic routing
• No number exposure

5. Branch-Based Routing

A healthcare organization wants callers to connect directly to their nearest branch.

How it Works

1. Customer calls the DID.
2. Customer application identifies the nearest branch using the caller's location or registered profile.
3. Smartflo routes the call to the corresponding branch.

Sample Response

[
  {
    "transfer": {
      "type": "department",
      "data": ["12XX5"]
    }
  }
]

Benefits

• Faster branch connectivity
• Reduced transfers
• Improved customer experience

6. Order Status Routing

An e-commerce company wants to route customers based on the status of their order.

How it Works

1. Customer enters the Order ID using DTMF.
2. Smartflo sends the Order ID (last_dtmf) to the customer's Order Management System.
3. Based on the order status:
   • Delivered → Customer Care
   • In Transit → Logistics Team
   • Cancelled → Refund Team
4. Smartflo transfers the call accordingly.

Sample Response

[
  {
    "transfer": {
      "type": "department",
      "data": ["12XXX5"]
    }
  }
]

Benefits

• Context-aware routing
• Reduced handling time
• Improved first-call resolution

7. Banking / BFSI Customer Verification

A bank wants customers to enter their Customer ID before speaking with an agent.

How it Works

1. Smartflo plays a recording asking for the Customer ID.
2. Customer enters the ID using DTMF.
3. Customer application validates the ID.
4. Smartflo transfers the call to the appropriate department.

This is an ideal use case for Nested API Dialplans.

Benefits

• Customer verification
• Secure routing
• Personalized banking experience

8. Time-Based Routing

A company wants calls to be routed differently during business hours and after office hours.

How it Works

1. Smartflo sends the request to the customer's application.
2. Application checks the current business hours.
3. During office hours, calls are transferred to Support.
4. After office hours, calls are transferred to an Auto Attendant.

Sample Response

[
  {
    "transfer": {
      "type": "auto_attendant",
      "data": ["12345"]
    }
  }
]

Benefits

• Automated business-hour routing
• Improved availability
• Better customer communication

9. Skill-Based Routing

A technology support company wants calls to be routed to agents based on their expertise.

How it Works

1. Smartflo sends caller details to the customer's application.
2. CRM identifies the issue type.
3. The application determines the most suitable support team.
4. Smartflo transfers the call to the corresponding agent or department.

Sample Response

[
  {
    "transfer": {
      "type": "department",
      "data": ["1XX45"]
    }
  }
]

Benefits

• Intelligent call distribution
• Higher first-call resolution
• Reduced transfers
• Improved customer satisfaction