Supervisor role and inbox visibility

In Aloware, a user's role and inbox membership determine what they can access. The Supervisor role provides access to Aloware admin and Talk, along with agent monitoring and campaign management, but it does not give account-wide visibility.

A Supervisor sees the lines, contacts, and communications associated with the inboxes they belong to. This works the same way as agent visibility. The difference is that supervisors have additional capabilities for monitoring agent activity and managing campaigns.

Aloware has three roles with different visibility scopes. Admins have access to Aloware admin and Talk and can see all lines, contacts, and communications on the account.

Supervisors have access to Aloware admin and Talk, but their visibility to lines, contacts, and communications is determined by their inbox membership.

Agents have access to Talk only, with visibility also determined by their inbox membership.

For a Supervisor, being assigned to an inbox grants visibility to that inbox's lines, contacts, and communications. A Supervisor who belongs to only a few inboxes should therefore see only the lines attached to those inboxes.

This inbox-based scoping applies across Talk. For example, the Supervisor should see only their available lines in the line filter on the All Contacts page, the From line selector on a contact's detail page, and the line selector in the dialer.

The Supervisor role does not provide account-wide visibility. Its additional permissions cover activities such as monitoring agents and managing campaigns.

Admins are different because they can see all lines, contacts, and communications on the account. Their visibility is not limited by assignments on an inbox's Visibility tab.

You can assign a Supervisor to an inbox from the inbox's Visibility tab. The tab provides two ways to assign users: Connected members and Watchers.

Choose Connected members when the Supervisor should join the inbox's ring group. A connected Supervisor rings on calls to the inbox and can see its lines, contacts, and communications.

Choose Watchers when the Supervisor should have visibility into the inbox without joining its ring group. A watcher does not ring on calls to the inbox but can still see its lines, contacts, and communications. Watchers can also reply and act; they are not read-only.

The Supervisor remains in the list they were added to. Removing the Supervisor from either list removes the visibility granted by that assignment.

If a Supervisor sees more or fewer lines than expected, first review the inboxes they belong to.

In admin, check whether the Supervisor is listed as a connected member or watcher for the expected inboxes. The Supervisor's inbox assignments should match the access they are supposed to have.

To give the Supervisor access to additional lines, add them to the relevant inbox. Membership grants visibility to that inbox's lines, contacts, and communications. To narrow their access, remove them from inboxes they should not see.

After updating the assignments, reopen Talk and check the line filter on All Contacts, the From line selector on a contact's detail page, and the dialer line selector. Each should list only the lines attached to the Supervisor's inboxes.

If a Supervisor sees every line on the account, or sees contacts and communications that belong to inboxes they are not a member of, their visibility is wider than expected. If the visibility still does not match their inbox membership after these checks, contact Aloware support.

Supervisors and agents use the same inbox assignment method. Both can be assigned to an inbox as a connected member or watcher, and their visibility is based on the inboxes they belong to.

Admins have a different visibility scope. They can see all lines, contacts, and communications on the account, so their access is not affected by assignments on an inbox's Visibility tab.