What is the Connected Inbox?
The Connected Inbox is a shared communications hub linked to a specific Ring Group in Aloware. It enables teams to manage all inbound and outbound communications (calls, texts, and voicemails) related to their assigned functions, such as Sales or Customer Support.
Steps to create a connected inbox for your Team
Step 1: Create teams
Since Connected Inbox is about team collaboration, you have to start by defining your teams in Aloware. Teams structure your communication and ensure that team-related tasks are grouped together. For more information on team creation, refer to the team setup guide.
Step 2: Set up ring groups
Ring groups determine how incoming communications (calls, messages) are routed to the correct group of users or teams. This ensures the Connected Inbox receives the relevant communication for each team. For detailed instructions on setting up ring groups, refer to this guide on mapping ring groups.
Step 3: Assign user roles in the Team Inbox
User permissions for accessing and interacting with a Connected Inbox are tied to roles within the ring group. Connected users can only see and interact with the Inboxes they belong to.
Navigate to the Manage Team Inbox tab:
Connected users - these users are automatically populated from the Ring Group’s agent list. They can actively manage and respond to communications.
Watching users - add members manually for monitoring purposes, such as supervisors or managers. They can view and receive notifications but cannot directly interact with communications.
Step 4: Set up report notifications
The report settings in Team Inbox allow selected users to receive critical analytics and insights from AloAi Voice Analytics, along with Daily Reports associated with specific lines, users, and teams.
To set up report notifications:
Enable the toggle for report notifications, which includes options for AloAi Voice Analytics and the Daily Activity Report.
Select the user types who should receive these reports, including Connected Users, Watching Users, team supervisors, and team members.
These notifications keep all relevant team members informed about performance metrics and communication insights, fostering better decision-making and collaboration.
Step 5: Managing communications within the connected inbox
Users can access, organize, and interact with communications efficiently within the Connected Inbox by leveraging its integrated features.
Accessing the connected inbox
Connected inboxes (along with Personal and Watching Inboxes) can be accessed from the Inbox Panel in Aloware Talk. Click on the desired inbox to manage communications.
If a user belongs to multiple Ring Groups, they will see several inboxes (e.g., Sales Inbox, Support Inbox) and can switch between them as needed. For navigation details, refer to the Team Inbox guide.
Outbound communication rules
The connected users can initiate calls or send messages from the inbox. All outbound communications can use the ring group's assigned number, ensuring responses stay routed to the correct inbox.
For details on navigating the Inbox Panel and advanced conversation management, refer to the Aloware Team Inbox Guide.
Understanding inbox information hierarchy
Team Inboxes are designed to organize communications for quick access. By default, conversations are displayed in threaded view, grouping messages by contact for easier context. Users can switch to an unthreaded view as needed. Communications are automatically sorted by the most recent activity, ensuring calls, voicemails, and messages are always visible in chronological order.
Active calls are prominently displayed at the top of the inbox with a distinct icon and background. Once the call ends, it repositions according to its engagement time, providing a clear and organized layout of both ongoing and past interactions.
