What is the Personal Inbox?
The Personal Inbox in Aloware allows individual users, such as sales agents or support staff, to manage communication lines assigned to them. It consolidates calls, messages, and voicemails in one place. Unlike the Team Inbox, which is shared across groups, the Personal Inbox focuses solely on individual tasks and responsibilities.
How to set up the Personal Inbox
Assign a Line to the User
The Personal Inbox becomes active for a user when an admin assigns at least one communication line. If no lines are assigned, the inbox remains hidden.
Navigate to Admin > Lines > Routing and IVR in Aloware admin.
Select the line and assign the user to activate their Personal Inbox.
To learn more on how to assign a personal line, read this guide.
How the personal inbox works after setup
Understand communication history
Once a line is assigned, only future calls and messages for that line will appear in the Personal Inbox. If the line was previously used by another agent, their communication history will remain in their inbox and will not transfer to the new user.For example:
If Agent A used a line, their past messages stay in their Personal Inbox.
When reassigned to Agent B, only messages sent or received after the reassignment will appear in Agent B’s inbox.
Here's what a team inbox looks like for an agent without a personal inbox
Manage multiple Lines
If multiple communication lines are assigned to a user, the Personal Inbox will automatically consolidate calls and messages from all those lines, simplifying communication management across different sources.
Switching between Personal and Team Inboxes
Agents can easily toggle between their Personal Inbox and Team Inbox. This allows them to focus on their responsibilities in the Personal Inbox while collaborating on shared tasks in the Team Inbox when needed.
Monitor workflow efficiency
The Personal Inbox helps admins track an agent’s individual performance by focusing on their assigned tasks. Assigning personal lines ensures clear separation between individual responsibilities and team activities. Admins can monitor response times, follow-up actions, and task completion to identify gaps or areas for improvement. Admins can evaluate agent performance using Aloware’s reporting tools.
For more detailed information, access the Reports menu or the Dashboard in the Aloware admin portal.
How the Personal Inbox integrates with other tools
Any inbound communication routed to a user’s assigned lines appears in their Personal Inbox. Conversations linked to CRM-assigned accounts or leads are also directed automatically to the user's inbox, keeping workflows aligned between Aloware and external systems. While the Personal Inbox is for individual use, agents can switch to the Team Inbox when teamwork or collaboration is required.
The Personal Inbox ensures users can clearly manage their assigned communications while maintaining smooth integration across Aloware’s tools and systems.