Inbound AloAi agents handle incoming calls and text messages automatically. Once assigned to a phone line, the agent answers customers, follows predefined conversation logic, and routes interactions when escalation is required.
These agents are commonly used for FAQs, basic support requests, and message intake, ensuring inbound communication is handled consistently and without delay.
Assigning inbound lines to an AloAi agent
You can assign inbound lines in several ways, depending on whether you’re setting up a new agent, updating an existing one, or managing lines directly.
Assigning a line during agent creation
In the Aloware admin, go to AloAi Agents.
Create a new agent and choose the agent type (Voice or Text).
Select Inbound as the direction.
In the Configuration tab, complete the required details.
In the Inbound line field, select the phone line this agent should handle.
If the selected line is already assigned to another agent, a confirmation dialog will appear to verify your choice.
Assigning a line to an existing AloAi agent
In the Aloware admin, go to AloAi Agents.
Select the inbound AloAi Agent you want to configure.
Click + Add line and choose the line the agent should handle.
If the line is already assigned elsewhere, you’ll be prompted to confirm the reassignment. All inbound lines assigned to the agent are visible in one place.
Assigning an AloAi agent from the lines menu
Go to the Lines menu in the admin panel.
Locate the line you want to assign and click Settings.
Open the Routing & IVR tab.
Under Who should handle incoming messages, toggle An AloAi Agent.
Select the appropriate AloAi Agent from the dropdown.
Open the Routing & IVR tab.
Toggle An AloAi Agent under Who should handle incoming messages.
Select the desired AloAi Agent from the dropdown menu. Make sure you are selecting an AloAi Agent, not just any line handler.
Assigning an AloAi agent to a newly created line
Read this guide to learn how to add new lines to Aloware.
Configure the general details of your new line (learn more here).
Once added, navigate to the Routing and IVR tab.
Toggle on the option An AloAi Agent under the Who should handle incoming messages column.
Select the AloAi agent bot for this line.
Verifying your setup
To ensure everything is set up correctly:
Send a test message or initiate a call to confirm the routing works as expected.
If issues occur, review your settings or contact support.
