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 don’t need to set up anything for this feature—it works automatically for all accounts. What’s important is understanding how inbox visibility works.
Each Personal Inbox only shows messages and activities from the lines assigned to it, so agents may see different content than others. If a user reports missing calls or messages, the first step is to check that the inbox is connected to the correct lines. Misconfigured or unassigned lines can make inboxes appear incomplete.
For a full view of all conversations with a contact, admins, supervisors, or team leads can use the Contacts page to search for the contact. This displays the entire communication history across all inboxes and lines.
If some messages are linked to a Ring Group the user isn’t part of, adding them as a watcher to that Ring Group will give them access to the missing threads. This ensures nothing is overlooked and keeps everyone on the same page.
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. If a team’s connected line is misconfigured or disconnected, agents may see an empty inbox with no activities appearing.
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. However, if these lines are not set up correctly, it can result in missed or unrecorded communications in the corresponding inboxes.
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.
Troubleshooting missing Communications in Inboxes
When communications appear to be missing from an inbox:
Verify that a Line is correctly connected to the respective inbox.
Check if the user has access to the relevant Ring Group associated with the communication.
Ensure no misconfigurations exist in the Local Presence feature or assigned lines. By following these steps, users can resolve most visibility issues and ensure that inboxes display all relevant activities.