AloAi Agents: How to enroll and manage contacts

After your admin sets up AloAi Agents (Aloware's automated voice and text assistants), you can enroll contacts through Aloware Talk, either one at a time or in bulk. You manage a contact's agents from the AloAi Agents card on the contact's profile.

This article shows you how to enroll contacts, stop and restart an agent for one contact, disenroll and re-enroll contacts, turn off follow-ups for a text agent, and review the audit logs that track every change.

The AloAi Agents card lists every agent for the contact at once. For each agent, the card shows:

The actions on the card depend on the agent type and its status:

Inbound voice agents appear as Answers calls. They answer the contact's calls on your line and have no actions on the card. Hover over Answers calls to see when the agent last answered the contact.

An inbound voice agent shows as stopped only when the contact was marked Do Not Contact, or when the agent was stopped before Aloware recorded who stopped agents.

Once a contact is enrolled, the AloAi Agent handles interactions automatically based on its configuration, such as sending reminders or collecting updated details. Every call and message is recorded in the contact's history.

When a contact is enrolled in an AloAi Text Agent, enrollment does not change the contact owner. If the contact already has a human owner, that owner is retained. If the contact has no owner, the owner remains unassigned after enrollment and after the first text message is sent.

AloAi Agents, virtual accounts, and deleted users are never assigned as contact owners during enrollment. This keeps ownership accurate and prevents automated workflows or integrations from using an invalid owner.

Use AloAi Agents for routine communication tasks such as subscription renewals, follow-ups, billing reminders, and payment updates.

For example, if a customer needs to update payment information or receive reminders, enroll them in the appropriate AloAi Voice Agent and it manages the outreach from there.

To enroll one contact in an agent:

If the contact is already enrolled in an agent, that agent appears at the top of the list with an Enrolled label. Click Re-enroll to enroll them again.

The agent starts the conversation from the default outbound line in its settings: Last line used (the line the contact last talked to) or A default line (a line your admin picks). If there is no prior history, it uses the outbound line set during setup.

Once enrolled, the agent begins interacting with the contact based on its purpose. You can enroll a contact in multiple AloAi Agents at the same time.

For example, a billing reminder agent sends periodic payment reminders, while a Q&A agent responds to questions about business hours, product availability, or troubleshooting.

The call log shows that the AloAi Agent initiated the call. For AloAi text agents, the user view also shows that the message came from the AloAi Agent.

Bulk enrollment can also target specific lists uploaded into Aloware.

You can view the history and flow of communication in each contact's history.

Stop keeps an AloAi Agent from messaging or replying to a contact until someone on your team restarts it. It does not mark the contact Do Not Contact, and your team can still text and call the contact as usual.

The agent moves to Stopped and shows who stopped it and when. Stopped agents stay stopped even if the contact messages your line again.

The effect depends on the agent:

Sequences: a Sequence step that enrolls the contact in the same agent lifts the stop.

Each stopped agent says why it was stopped:

To restart the agent, click the button under it:

A confirmation shows why the agent was stopped. If the agent ended the conversation, or the reason wasn't recorded, read the conversation first, since the contact may have asked to stop.

If Re-enroll can't enroll the contact (for example, the contact has no valid phone number), the agent shows as Not enrolled with a Re-enroll button to try again.

Disenroll appears only for outbound text agents. Click Disenroll on the AloAi Agents card to end the agent's current conversation with the contact and cancel its scheduled follow-ups.

Disenroll does not keep the agent away from the contact. To keep the agent from contacting them again, use Stop instead.

Re-enroll is available for outbound agents and starts a new session between the contact and the agent. For voice agents, it places a new call.

Follow-ups re-engage contacts who stop replying to a text agent. Stop and Disenroll work on one contact. This setting turns follow-ups off for every contact of a text agent.

Follow-ups already scheduled are canceled too. None go out after you save, and the contact's timeline notes each canceled follow-up. To stop follow-ups for one contact only, use Stop on the contact's AloAi Agents card.

Voice agents have no follow-ups, so they have no Actions tab.

The contact audit logs record interactions between AloAi Agents and your contacts, so you can track changes and review interaction histories.

Audit logs capture these details:

Use these logs to reference past actions, monitor activity for compliance, troubleshoot, and conduct internal reviews.