When a call comes into an inbox, it is not sent to a single person. An inbox is a group of agents, and Aloware rings them in a set order based on the inbox's routing settings until someone answers, the caller hangs up, or the call runs out of time.

The Inbox snapshot shows that whole process on the call's Communication page: which agents were rung, in what order, what happened at each ring, and why an agent was skipped.

When a caller says they were never reached, this is where you can see who the call was offered to and what happened at each step.

The inbox snapshot is always tied to a specific call. You can open it from three places in the app:

Aloware creates the snapshot automatically for every call routed through an inbox. It needs no setup and doesn't expire.

Times in the snapshot use your account's time zone. Hover over a time to see the exact date and time, with seconds.

The snapshot is organized into rounds and layers, which mirror how the inbox rings people.

A layer is a group of agents the inbox tries before moving on to the next layer. Layers are numbered Layer 1, Layer 2, and so on, and they set the priority order: the call tries Layer 1 first, and only moves to Layer 2 if no one there picks up. To set up layers, see Inbox members and layers.

Each layer folds under its name. Click a layer to open it, or click Expand all layers at the top right of the card to open every layer at once. A layer with no agents says "Nobody on this layer". Layers the call never reached are removed from the snapshot once the call is answered, missed or abandoned.

A round is one full pass through all the layers. If nobody answers by the end of the last layer, the call starts a new round and rings the layers again. This continues until an agent answers, the caller hangs up, or the inbox's max queue hold time runs out. See Queue settings.

This is why a call can have several rounds. The line under the card's title shows the round you're viewing and when it started, for example "Round 6 of 6 · Oct 9, 5:58 pm EDT". Use the previous and next round buttons at the top right of the card to move between rounds. The buttons are hidden when the call had only one round.

For a call to a personal inbox, the line under the title says "Personal inbox", and the snapshot shows the same table for its one agent.

Inside a layer, agents ring all at once or one at a time, depending on the inbox's ring mode. See Routing: ring mode, ring time and repeat callers.

The top of each round shows the inbox settings that applied to it, so you can see the rules the call was following. Each setting has an info button with a short explanation:

The top of the snapshot also shows queue events for the call, such as Timed out, Contact left or Re-queued.

Each layer is a table with one row per agent, showing what happened when the call reached them:

On a narrow screen, such as a phone, the status and eligibility move under the agent's name, and on the smallest screens the ring activity follows them.

Each event in Ring activity has its own icon. Click Legend at the top right of the card to see what each outcome means:

The Can take a call column shows whether the agent was eligible to receive the call at all.

When it shows No, the checks the agent failed are listed under it in plain words. The checks they passed aren't listed. Aloware checks whether:

A No always means at least one check failed. An agent can pass every other check and still show No because they are not available to accept calls. When only the overall eligibility check failed, No shows without a reason.

Calls from before the round-by-round snapshot show an older layout: one table per layer with Order, User, Status and Can take a call. When the inbox uses agent visibility limits, a note headed Agent visibility limits appears under the tables. It explains that this rule is checked when the call rings.

Each leg of a transferred call has its own snapshot, for the inbox that handled that leg:

When an agent transfers a call to a team inbox they belong to, they aren't rung for their own transfer. Their row says they were skipped because the call was originally transferred from them.

The Inbox snapshot answers the question that comes up most often after a call goes wrong: why didn't this reach anyone? Instead of guessing, you can see the routing decision in full and act on what you find.

For admins, it turns routing into something you can inspect. If callers are reaching voicemail when the team looks staffed, the snapshot shows whether the right agents were even eligible, whether a layer was set up as intended, and whether the call ran out of time before it worked through everyone. That makes it easier to spot a misconfigured layer, an agent who was never available, or a ring time that was too short, and to fix the setup rather than the symptom.

For agents, it gives a clear account of calls they were part of, including the ones they never saw. When an agent's row shows they were skipped, the reason under Can take a call explains why, which settles questions about missed calls without back-and-forth.

By putting the whole routing path in one place, the snapshot builds trust in how calls are distributed. Managers can confirm that priority and fairness rules are working the way they set them, and everyone can rely on a clear, traceable record of where each call went and why.