App Walkthrough
The In-App Guided Tour
A step-by-step walkthrough of every screen and control the App Tour highlights
| Product | Smartflo CTI Integration App |
| Applies to | All agent users of the CTI Integration App |
| App version referenced | 2.138.0 |
| Tour length | 20 steps |
| Where to start it | Settings → Account → App Tour |
| Document type | Customer-facing knowledge base article |
Contents
What the App Tour is
The App Tour is a guided walkthrough built into the CTI Integration App. It runs inside the app itself: each step highlights a real control on your screen and explains what it does, in twenty short steps.
It is the fastest way for a new agent to get productive, and a useful refresher after an app update. Running the tour changes nothing — it only points things out.
How to start or restart the tour
| The tour is always available from Settings, so you can run it as many times as you like. TO OPEN IT Select the Settings icon — the gear on the far right of the bottom navigation bar. Scroll to the Account section. Select App Tour. The app returns to the Dialpad and the tour begins at Step 1. ALSO IN THE ACCOUNT SECTION Help & Support — raise a query with our team. Clear cache & sign out — sign out and clear locally stored app data. Logout — sign out only. |  |
The four controls on every tour card
| Step counter | Shown at the top of every card as “Step n of 20”, so you always know how much is left. |
| Next | Moves forward one step. On the last step this becomes Done. |
| Back | Returns to the previous step. It is inactive on Step 1. |
| Skip | Leaves the tour immediately and returns you to the app. Nothing is saved or changed. |
The 20 steps, one by one
Each step below gives the wording you see in the app, what the highlighted control is for, and what you can do with it.
Getting oriented
Steps 1–2 introduce the app and the strip of controls that stays with you on every screen.
Step 1 Welcome
Dialpad
| “Take a quick tour of the Smartflo CTI Integration App, navigation, and key controls enabled for your build.” The tour opens on the Dialpad — the screen you land on after signing in. It introduces the app in 20 short steps and highlights each control on screen as it is explained. WHAT YOU CAN DO Select Next to move forward one step. Select Skip at any point to leave the tour and go straight to the app. Only the controls enabled for your account appear, so your tour may show fewer highlights than the full 20 steps describe. |  |
Step 2 Extension bar
Dialpad — top bar
| “Status and quick actions live here — including availability, portal sync, notifications, theme, quick logout.” The extension bar is the strip along the top of the app. It stays visible on every screen and holds the five quick controls you use most often during a shift. WHAT YOU CAN DO Availability — your current calling status. Sync from portal — pull your latest status from the portal. Notifications — history of in-app alerts. Theme — light or dark appearance. Quick logout — sign out in one click. |  |
The extension bar, control by control
Steps 3–7 walk through each quick action on the top bar.
Step 3 Availability
Extension bar
| “See your status at a glance and toggle Available or Busy when quick status is enabled.” The status pill on the left of the extension bar shows whether you are currently able to receive calls. A green dot means Available. WHAT YOU CAN DO Read your live status without leaving the screen you are on. Click the pill to switch between Available and Busy — this works only if quick status has been enabled for your account. |  |
Step 4 Sync from portal
Extension bar
| “Refresh availability from the portal when your status may be out of date.” Use the refresh control when your status was changed somewhere else — for example in the portal or by a supervisor — and the app has not caught up yet. WHAT YOU CAN DO Click the refresh icon to re-read your availability from the portal. Use it as the first fix whenever the status shown in the app does not match what you expect. |  |
Step 5 Notifications
Extension bar
| “Review toast history, copy details, or download a log when you need it.” In-app messages (toasts) appear briefly and then disappear. The notification bell keeps a record of them, so nothing is lost if you miss one. A badge shows how many are unread. WHAT YOU CAN DO Open the bell to read past notifications. Copy the details of a notification when you need to quote it. Download a log to attach to a support ticket — this is the quickest way to give our support team what they need. |  |
Step 6 Theme
Extension bar
| “Switch between light and dark theme from the extension bar.” The theme control flips the whole app between light and dark appearance. Your choice is remembered. WHAT YOU CAN DO Click the sun / moon icon to change theme instantly. The same setting is also available under Settings → Appearance → Dark mode. |  |
Step 7 Quick logout
Extension bar
| “Sign out quickly from the extension bar when you are done for the day.” The last icon on the extension bar signs you out without going into Settings. WHAT YOU CAN DO Click it at the end of your shift to release your extension. If you also want to clear locally stored app data, use Settings → Account → Clear cache & sign out instead. |  |
Placing a call from the Dialpad
Steps 8–11 cover everything needed to dial out, in the order you would use it.
Step 8 Number field
Dialpad
| “Type or paste a number, pick a country code, and clear with backspace.” The field at the top of the Dialpad is where the number you are about to dial is built up. It accepts typing, pasting and keypad input. WHAT YOU CAN DO Type a number, or paste one copied from anywhere else. Select the flag to choose a different country code, if International dialing is enabled. Use Backspace to correct the last digit, or hold to clear the field. Press Enter to dial directly. |  |
Step 9 Keypad
Dialpad
| “Use the keypad or your keyboard. Press Enter anywhere on the dialpad to call.” The on-screen keypad and your physical keyboard both work, so you can dial however is faster for you. WHAT YOU CAN DO Click digits on screen, or simply type them. Press Enter anywhere on the Dialpad to place the call — no need to reach for the call button. |  |
Step 10 Outbound caller ID
Dialpad
| “Tap here to choose which caller ID (DID) outbound calls use when multiple numbers are assigned.” The selector just above the call button controls the number your customer sees when you call them. It appears when more than one DID is assigned to you. WHAT YOU CAN DO Select the field to see every DID available to you, and pick one. If only one number is assigned, it is selected for you automatically. |  |
Step 11 Call
Dialpad
| “Place an outbound call when a caller ID is selected and the number is valid.” The green call button places the call. It becomes active only once both conditions are met: a caller ID is selected, and the number entered is valid. WHAT YOU CAN DO Click the green button, or press Enter, to dial.. If the button stays inactive, re-check the number and the caller ID selector above it. When number field is empty and call history has a valid number clicking on the dial button will speed dial the recent historical number. |  |
Moving around the app
Steps 12–14 cover the four main sections and the two that hold your call and customer data.
Step 12 Navigation
Bottom bar
| “Switch between Dialpad, History, Entities, Settings.” The four icons along the bottom are the main sections of the app. The highlighted icon is the section you are in. WHAT YOU CAN DO Dialpad — dial a number manually. History — past calls, search and redial. Entities — your CRM contacts, leads and accounts. Settings — profile, preferences and account actions. |  |
Step 13 Call history
History
| “Search past calls by number or name and redial from the list.” History lists your recent calls with direction, date, time and duration, newest first. Each row also offers a one-click redial. WHAT YOU CAN DO Search by number or by name using the field at the top. Select the green call icon on any row to redial that contact. Use the direction arrow and the OUTGOING / INCOMING tag to tell calls apart at a glance. Open the record link on a row to jump to the matching CRM record. |  |
Step 14 CRM entities
Entities
| “Browse contacts, leads, or accounts and start calls from records.” Entities brings your CRM records into the app, so you can call a customer without switching windows. The record type shown — for example End User, Lead, Contact or Account — depends on the CRM connected to your account. WHAT YOU CAN DO Use the type selector at the top to switch between the record types available to you. Search with exact name within the selected type to find a record. Select the green call icon on a record to dial it, with the call logged against that record. Use the refresh control if a record you expect is not listed yet. If the list appears to be stale do refresh. |  |
Settings and preferences
Steps 15–19 cover the preferences you control yourself.
Step 15 Settings
Settings
| “Manage profile, calling preferences, sounds, appearance, feedback, account actions — help, sign out, and restart this tour from Account.” Settings is where everything about your own use of the app is managed. It opens with your profile at the top, followed by grouped sections you can scroll through. WHAT YOU CAN DO Profile — the name and email you are signed in with. Calling, Sounds & alerts, Appearance — your working preferences. Rate & send feedback — tell us how the app is working for you. Once every 24 hour. Account — Help & Support, Clear cache & sign out, Logout, and App Tour. Troubleshooting — App diagnostics, useful when raising a ticket. |  |
Step 16 Calling preferences
Settings — Calling
| “Set agent availability and CRM calling options that apply to your account.” The Calling section holds the options that affect how calls reach you and how they are placed from CRM records. These apply to your account, not just this device. WHAT YOU CAN DO Availability — turn your ability to take calls on or off. |  |
Step 17 Sounds & alerts
Settings — Sounds & alerts
| “Control ringtones, keypad tones, notification chimes, and other audio cues.” This section controls every sound the app makes, so you can keep audible cues for what matters and silence the rest. WHAT YOU CAN DO Incoming call ringtone — turn the ring on or off. Call ringtone volume — set the ring level with the slider. Dialpad key tones — turn the tone that plays on each keypress on or off. Missed / rejected call sound — turn the alert for missed and rejected calls on or off. Select the information icon beside any option for a short explanation. |  |
Step 18 Appearance
Settings — Appearance
| “Adjust layout and visual preferences — including extension bar position, dark mode.” Appearance covers how the app looks and where its controls sit. WHAT YOU CAN DO Dark mode — the same switch as the theme icon on the extension bar. |  |
Step 19 Rate & send feedback
Settings — Rate & send feedback
| “Share a star rating and optional comments so we can improve the CTI app.” Feedback from this panel goes to the product team behind the app. A rating on its own is useful; a comment with it is more useful. WHAT YOU CAN DO Select a star rating from one to five. Add an optional comment — up to 100 characters — saying what is working well and what could be better. |  |
Finishing the tour
Step 20 closes the tour and tells you how to run it again.
Step 20 You are all set
Settings
| “Restart this tour anytime from Settings → Account → App Tour.” The last step closes the tour. Nothing you saw during the tour changed any of your settings. WHAT YOU CAN DO Select Done to finish and start using the app. Run the tour again whenever you like from Settings → Account → App Tour. The tour is a good refresher after an app update, since newly enabled controls are included. |  |
Frequently asked questions
Can I run the tour more than once?
Yes. It is always available from Settings → Account → App Tour, and there is no limit on how often you can run it.
I skipped the tour by mistake. Is it gone?
No. Open Settings → Account → App Tour to start it again from Step 1.
My tour showed fewer highlights than this article describes. Why?
The tour only highlights the controls enabled for your account and your build. Options your administrator has not enabled — quick status switching, for example, or a second caller ID — are not shown.
Does the tour change any of my settings?
No. The tour only points at controls and explains them. Nothing is switched on, off or saved while it runs.
Can I move backwards through the steps?
Yes, using Back on any card except Step 1.
Where do I go if something in the app is not working?
Settings → Account → Help & Support. Attaching a notification log — from the bell on the extension bar — and the output of Settings → Troubleshooting → App diagnostics helps us resolve it faster.
Keynote
Integration App, featuring a modernized UI/UX, improved settings, platform upgrades, and enhanced observability. The new experience will be enabled for the portal phasing out the existing app.
Key enhancements include:
- Visibility Modes for a more flexible app experience
- Notifications & Alerts for better real-time awareness
- Call Controls & Availability Controls for improved call management
- Guided App Tour to help users get started quickly
- WebRTC Enhancements for a smoother calling experience
- Multi-Tab Session Detection to prevent session conflicts
- Session Transfer for seamless session handling once closing other sessions
- Cache Clearing for easier troubleshooting
- App & Session Diagnostics for improved issue identification
- Notes Syncing to keep call-related information aligned with CRM records
- New UI with Entity Support for a more intuitive and connected CRM experience
Note: To avoid any interruption to your integration services, we strongly recommend completing the upgrade to the latest Integration package within the communicated timeline. This upgrade is required to move to the latest integration interface and ensure continued access to supported features, enhancements, and security updates. Since, previous version of the packages will get deferred and will go to EOL on October 2026.
Updated 5 days ago