Team inbox visibility
The Team Inbox Visibility defines what users can see when viewing contacts in Team, Personal, or Fallback Inboxes.
Each inbox only displays activities such as calls, texts, notes, and system events that are routed through its connected lines.
If a contact communicates through multiple inboxes, users will only see interactions linked to the inbox they are currently viewing.
Viewing a contact's full history
To see all interactions with a contact across all inboxes and lines:
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
The inbox view shows only relevant conversations. If you need to review all communication threads, open the contact from the contacts page.
What admins should know
Admins do not need to configure anything for this behavior to work. It applies automatically to all accounts. However, it’s important that users understand how inbox visibility works. Each inbox only shows messages and activities from the lines assigned to it, so what agents see in their inbox may differ from what others see.
If an admin, supervisor, or team lead needs to review a complete record of all conversations with a contact, they should open the Contacts page and use Search Contact. This is where the full communication timeline across all inboxes and lines can be viewed.
What agents will see
Agents using a Team Inbox will only see calls, texts, and other activities that passed through that team’s connected lines.
Those using a Personal Inbox will see interactions from their assigned line, while the Fallback Inbox shows communications routed there when no other line handled them.
This design keeps inboxes focused and organized, allowing each agent to concentrate on the interactions that are directly relevant to their role.
Behavior summary
When a user opens a contact from an inbox, the view shows only the activity routed through that inbox’s connected lines.
To access the complete history of a contact, the user should go to the Contacts page and search for that contact. This visibility rule applies to all Team, Personal, and Fallback Inboxes.
There are no settings to enable or disable it, as this behavior is active by default across all accounts.