How to manage contact visibility settings in Aloware

Contact visibility settings in Aloware determine which contacts a user can view or edit within the platform. These settings are configured at the user level and are based on either the user’s ownership of a contact or their membership in Teams.

Visibility is no longer tied to ring Ggoups. This shift supports a more consistent structure for managing access, especially when working with Team Inboxes.

There are three visibility options available to admins when configuring user access:

Each option defines a different scope of access and should be selected based on the user’s responsibilities.

Visibility settings are managed by an admin through the user’s profile in the admin panel. These rules determine which contacts a user can see across the platform. All contact visibility logic is now based on Teams, which are used to organize users and control access to Team Inboxes.

Users with this setting can see all contacts within the account. This level of access is typically granted to admins, team leads, or managers who need a full view of all communications and records across departments.

This option allows users to view contacts that are owned by any member of the Teams they belong to. For example, if a user is part of both the Billing Team and Support Team, they will be able to see all contacts owned by agents in either group.

This setting supports collaborative work without granting full access to the company-wide contact list.

Use Case: A supervisor overseeing two departments can be added to both Teams and set to "Team-Owned Only." This way, they gain access to all contacts managed by agents under their scope without seeing unrelated contacts from other teams.

Note: If a user is assigned "Team-Owned Only" visibility but is not part of any Team, they will not be able to view any contacts. Ensure all such users are correctly assigned to at least one Team.

This is the most limited option. It restricts the user to only view and manage contacts they personally own. This level is appropriate for agents working in individual pipelines or outbound call roles where contact access must be kept separate.

To adjust contact visibility for a user:

Once selected, the system applies the setting immediately. You can review and adjust these permissions at any time.

Users do not manage their own visibility settings. Instead, their access is determined by the Teams they are part of and the visibility level assigned to them by an admin.

When a user is part of a Team Inbox, they can:

This setup ensures users can collaborate through shared conversations while still enforcing ownership boundaries on contact data.

Contact visibility settings apply to views outside of Team Inboxes—for example, in the main contact list or CRM search results. Inside a Team Inbox, access is governed by the inbox configuration and the user’s assignment to the phone lines or messaging channels linked to it.

Even users with “Owned Only” visibility can reply to conversations in a Team Inbox if the contact engaged through a line connected to that inbox. However, they still won’t be able to modify contact details unless they own the record or are permitted to edit it.

This separation helps enforce boundaries between shared team activity and contact record management.

No additional setup is needed outside of selecting the appropriate visibility option for each user. However, for the visibility settings to function correctly, Teams must be configured in advance.

To ensure accurate visibility settings:

Tip: If you’re unsure who should be in what Team, use Team Inboxes as your starting point. Users assigned to a Team Inbox should generally be part of the same Team for contact visibility alignment.