In Aloware, Fallback Inboxes ensure that all communications tied to IVR and dead-end lines are stored properly, even when messages or calls are sent outside a specific inbox.
This setup provides consistent visibility and storage across all outbound interactions, regardless of where the user initiates them.
Admin configuration: Setting a fallback inbox
Admins can assign a Fallback Inbox for IVR and dead-end lines to capture outbound communications that occur outside inbox-specific contexts.
To configure:
Go to Lines from the admin dashboard.
Select a line and open the IVR Routing tab.
In the IVR configuration, locate the Fallback Inbox field.
Choose an inbox to serve as the fallback. This inbox will collect communications when no direct routing to a user or team inbox is set.
Aloware will restrict the deletion of inboxes that are currently set as a fallback.
For dead-end lines
You may assign a Fallback Inbox, but it is optional.
If no fallback is assigned, outbound communications will still go through and will remain accessible in the Communication Logs page.
What users can do
Users can initiate outbound communications from IVR and dead-end lines across any Aloware interface that includes a dialer or message composer.
When sending messages or making calls, the From field will include:
All IVR lines
All dead-end lines
This allows users to send messages or place calls from any inbox context, whether it’s a personal inbox, a team inbox, or the contact page.
Where communications are stored
The system stores outbound messages and calls based on where the interaction was initiated:
Context | Message/call storage |
Sent from a Team Inbox using an IVR or dead-end line. | Stored in that Team Inbox. |
Sent from the dialer or contact page using an IVR or dead-end line. | Stored in the line’s configured Fallback Inbox. |
Sent from a personal inbox using an IVR or dead-end line. | Stored in the Fallback Inbox if configured; otherwise available in Communication Logs. |
How this works with other Aloware features
Fallback Inbox routing uses the same visibility and access rules as other inbox-based features in Aloware. Communications are consistently stored and viewable by users with the appropriate permissions, ensuring a unified experience across messaging and calling tools.