Contact visibility in Aloware controls which users can view or edit contacts across the platform. These settings are defined at the user level and are based on contact ownership or the user's Team membership. This structure ensures clear data boundaries while supporting collaboration through Team Inboxes.
Understanding visibility options
Aloware offers three (3) visibility levels that determine how users access contact records:
Everything
Users with this setting can view all contacts in the account. It’s typically used for admins, managers, or team leads who need visibility into all customer communications and records.
Team-owned only
Users can view contacts owned by any member of the Teams they belong to. For example, if a user is part of both the Billing and Support Teams, they can see all contacts owned by agents in either group.
This setting promotes collaboration between departments while limiting access to unrelated contacts.
If a user has this setting but isn’t part of any Team, they won’t see any contacts. Ensure every user under this setting is assigned to at least one Team.
Owned only
This restricts visibility to contacts personally owned by the user. It’s best for agents working in outbound or individual pipelines where access should be limited to their assigned contacts.
How to set contact visibility
Admins can configure these settings in the user's profile:
Go to Admin > Users.
Select a user from the list.
In the Visibility Settings section, choose one of the following:
Everything
Team-Owned Only
Owned Only
The change takes effect immediately and can be updated anytime.
What users can expect
Regular users don’t manage their own visibility settings. Their access depends on:
The Teams they belong to.
The visibility level assigned by an admin.
Within a Team Inbox, users can view and respond to messages even if they don’t own the contact. However, they can only edit a contact’s details if they are the owner or have been given broader permissions.
This setup allows users to collaborate in shared inboxes while maintaining ownership control over contact data.
Visibility and team inboxes
Contact visibility applies mainly to areas outside Team Inboxes, such as the main contact list or CRM searches. Inside Team Inboxes, access depends on inbox configuration and the user’s assignment to connected phone lines or messaging channels.
Even users with Owned Only visibility can reply to conversations in a Team Inbox if the contact reached out through a connected line. They still can’t modify contact details unless they own the record or have permission.
This separation ensures clarity between shared team communications and contact record ownership.
Configuration tips
Before adjusting visibility settings, make sure Teams and Inboxes are properly set up:
Verify each user’s Team membership under Admin > Teams.
Assign the correct Team Inboxes under Admin > Inboxes.
Review contact ownership in each record or automate ownership through call routing rules.
If you’re unsure how to structure Teams, start with Team Inboxes. Users assigned to a shared inbox should generally belong to the same Team to keep visibility consistent.