How inbox visibility works
An Aloware inbox shows you only the activity that runs through the phone lines connected to it, so what you see when you open a contact depends on the inbox you are viewing, not on the contact's full history.
Two sides shape this. Admins decide which lines connect to which inboxes and who belongs to each inbox, all from the admin panel. Agents then see the result of that setup when they work in Talk.
This article covers both: what agents see in Talk, how your relationship to an inbox (personal, connected, or watching) changes it, how to see a contact's full history, and what admins should know.
For the step-by-step admin setup, see Setting up agent visibility in Aloware inboxes.
What agents see in Talk
When you open an inbox in Aloware Talk, it displays only the activities (calls, texts, notes, and system events) that are routed through its connected lines.
If a contact has communicated through more than one inbox, you will only see the interactions tied to the inbox you are currently in.
How much you see depends on your relationship to the inbox:
Personal: your own inbox, showing the interactions from the line assigned to you.
Connected: an inbox you are a connected member of. You see the calls, texts, and other activities routed through its connected lines, and that activity is also routed to you.
Watching: an inbox you watch. You can see its activity without being a routing endpoint, so calls and texts are not sent to you.
Because inboxes are scoped to their own lines, two people can see different content for the same contact.
If a line is misconfigured or disconnected, its inbox can appear empty or leave communications unrecorded. This scoping keeps each inbox focused on the interactions that are relevant to your role.
Viewing a contact's full history
The inbox view is intentionally partial. To see every interaction with a contact across all inboxes and lines, open the contact from the Contacts page instead:
Go to the Contacts page in Aloware Talk.
Use the search bar to find the contact.
Open the contact record to view the complete communication history (as long as you have access permission).
This full view is how admins, supervisors, and team leads review everything tied to a contact, regardless of which inbox each conversation ran through.
Accessing conversations from an inbox you are not in
If some of a contact's messages are tied to an inbox you are not part of, ask an admin to add you as a watcher on that inbox.
Watching the inbox gives you access to the threads you were missing, so nothing gets overlooked.
What admins should know
The visibility rule itself works automatically, so there is nothing to switch ON. What admins do control is the setup that feeds it: which lines connect to which inboxes, and who belongs to each inbox. Those choices, made in the admin panel, decide exactly what each agent sees in Talk.
Because of that, when an agent reports missing calls or messages the cause is almost always the setup, not a broken feature. Misconfigured or unassigned lines make an inbox look incomplete.
For how to connect lines, add members, and set fallback inboxes, see Setting up agent visibility in Aloware inboxes.
Troubleshooting missing communications
When communications appear to be missing from an inbox, check these in order:
Verify that the line is correctly connected to the inbox in question.
Check that the user has access to the inbox tied to those communications.
Make sure there are no misconfigurations in the local presence feature or the assigned lines.
Working through these three checks resolves most visibility issues and gets the inbox showing all of its relevant activity again.