The Aloware integration lets your team make and receive calls directly inside HighLevel without switching to Aloware. You can also view Aloware calls and text messages in HighLevel Conversations, depending on your integration settings.
With this integration, you can:
Make and receive Aloware calls from HighLevel.
Use your Aloware phone lines and local presence when calling.
View call details and recordings in HighLevel Conversations.
Choose where Aloware calls and text messages appear in HighLevel.
Check whether HighLevel accepts Aloware calls and text messages.
Reply to text messages from HighLevel Conversations using your selected Aloware line.
Your existing HighLevel phone numbers and contact synchronization remain unchanged. Aloware continues to work as your SMS provider.
Requirements
Before setting up the integration, make sure you have the following:
An active Aloware account connected to your HighLevel sub-account.
An Aloware user account for each agent who will use the dialer.
Access to the HighLevel agency settings to install the dialer script. Only an agency admin can complete this step.
Access to Aloware's HighLevel integration settings to configure call and text logging.
Important: Connect Aloware to a HighLevel sub-account, not the agency account. Each HighLevel sub-account that needs its own call logs must have its own Aloware account connected.
Set up the Aloware dialer in HighLevel
The Aloware dialer loads through a script installed in your HighLevel agency settings. Once installed, it becomes available across the agency's sub-accounts.
Step 1. Copy the dialer script
Log in to Aloware.
Go to Integrations and select HighLevel.
Open the Dialer tab.
Click Copy script.
The script is copied to your clipboard.
Step 2. Add the script to HighLevel
You must complete this step from your HighLevel agency account.
Log in to HighLevel and switch to the agency view.
Go to Settings > Company > White Label > Custom JS.
Paste the Aloware script on a new line.
Keep any existing scripts or code in the field.
Save your changes.
Step 3. Verify the dialer
Reload HighLevel.
Open one of your agency's sub-accounts.
Look for the blue Aloware phone icon in the top navigation bar, next to the green HighLevel phone icon.
On pages where the top navigation icon is unavailable, the dialer icon appears in the bottom-right corner after approximately 10 seconds.
Click the blue phone icon to open the Aloware dialer panel.
Note: Installing the script requires agency-level access. If you're a sub-account admin without agency access, share the HighLevel Dialer setup instructions with your agency admin.
Connect HighLevel with Aloware Call and Aloware SMS
To log Aloware calls and text messages in HighLevel Conversations, reconnect your HighLevel integration and enable both providers.
In Aloware, go to Integrations > HighLevel.
Click Reconnect HighLevel from the Communications tab, or reconnect through the integration settings.
Select the appropriate HighLevel sub-account.
When HighLevel asks which providers to enable, select:
Aloware SMS
Aloware Call
Complete the connection and return to Aloware.
Important: HighLevel does not notify Aloware whether these providers are enabled. Aloware checks their status based on whether HighLevel accepts a call log or text message.
If you connected HighLevel before Aloware Call became available, reconnect once and make sure you select Aloware Call.
Configure call and text logging
Use the Communications tab to decide where Aloware calls and text messages appear in HighLevel.
In Aloware, go to Integrations > HighLevel.
Open the Communications tab.
Configure your call and text logging preferences.
Choose where calls appear
Under Calls, select one of the following options:
Option | What appears in HighLevel |
Task | A Task containing the call details, including duration, agent, line, disposition, and notes. |
Conversation | A call entry in the contact's Conversations timeline, including direction, status, and recording. |
Both | Both the Task and the Conversations entry. |
The default setting is Task, which preserves the existing behavior.
Note: HighLevel Conversations does not display call duration or agent information. These details remain available in the Task. Choose Both if you need to retain all call details while also viewing calls in Conversations.
Choose where text messages appear
Under Text messages, select one of the following options:
Option | What appears in HighLevel |
Note | A note on the contact containing the text message, Aloware line, and agent. |
Conversation | The text message appears in the contact's Conversations thread, where agents can reply. |
Both | The message appears as both a Note and a Conversations entry. |
The default setting is Both, preserving the existing behavior.
Select the Aloware line
Under Aloware Line to send from, select the Aloware phone line that HighLevel will use when agents reply to text messages from HighLevel Conversations.
Selecting a line is required.
Save your settings
Click Save to apply your configuration.
The next call or text message follows your selected logging preferences. Previously logged records are not moved or duplicated when you change these settings.
Check your provider connection status
The Communications tab shows whether HighLevel accepts Aloware calls and text messages.
Aloware Call in HighLevel
Status | Meaning |
Working | HighLevel has accepted an Aloware call log. |
Not confirmed yet | HighLevel has not yet confirmed the provider by accepting a call log. |
Not enabled | HighLevel has refused an Aloware call log. |
Aloware SMS in HighLevel
Status | Meaning |
Working | HighLevel has accepted an Aloware text message. |
Not enabled | HighLevel has refused an Aloware text message. |
What to do if a provider is not enabled
If HighLevel refuses a call or text message:
Open Integrations > HighLevel > Communications in Aloware.
Check the provider status and the reconnect notice.
Click Reconnect HighLevel.
On the HighLevel connection screen, select the appropriate sub-account.
Make sure both Aloware Call and Aloware SMS are selected.
Complete the connection.
Return to the Communications tab. Your previous logging preferences are restored.
The status changes to Working after HighLevel accepts the next call log or text message.
Important: If HighLevel refuses a call, Aloware continues logging it as a Task. If HighLevel refuses a text message, Aloware continues logging it as a Note. This fallback helps ensure that calls and messages are not lost.
Use the Aloware dialer in HighLevel
Once the agency admin installs the dialer script, agents can make and receive Aloware calls directly inside HighLevel.
Sign in to the dialer
Open any HighLevel page in a sub-account connected to Aloware.
Click the blue Aloware phone icon.
Sign in using your Aloware account credentials.
You only need to sign in once. The dialer keeps your session active.
Note: The dialer uses your Aloware account, not your HighLevel user account.
Make an outbound call
You can initiate a call from either the Contacts list or a contact's Conversations header.
Open Contacts in HighLevel.
Find the contact you want to call.
Click the blue Aloware phone icon next to the contact's phone number.
Alternatively, open the contact's Conversations header and click the blue phone icon.
The Aloware dialer panel opens and places the call.
Use the available call controls during the conversation.
Click the hang-up button when you're finished.
Calls are placed through your Aloware phone lines and use Aloware local presence.
Answer an inbound call
You can receive Aloware calls while working on any HighLevel page.
Keep the Aloware dialer signed in.
When an incoming call arrives, the dialer panel rings.
Answer the call from the panel.
If the caller's phone number matches a HighLevel contact, the contact's name appears in the dialer.
Use the in-call controls
The Aloware dialer provides the following controls:
Mute: Mute your microphone during a call.
Hold: Place the call on hold.
Keypad: Enter numbers during a call.
Pause recording: Pause the call recording.
Notes: Add call notes.
Tags: Manage call tags.
VM Drop: Use voicemail drop.
Add: Add another participant.
Transfer: Transfer the call.
Hang up: End the call.
The dialer also displays the selected line and call timer.
View call logs in HighLevel
Depending on your Communications settings, Aloware calls appear in the contact's Tasks, Conversations, or both.
To review a call:
Open Contacts in HighLevel.
Select the contact.
Open the Tasks list or Conversations tab, depending on your logging preferences.
Locate the Aloware call entry.
When calls are logged in Conversations, you can see the call direction, status, and recording. If the call was recorded, you can play the recording from the conversation entry.
If the recording is not ready when the call ends, Aloware adds it to the call log once it becomes available.
Note: Sub-account users see the provider name as Custom Provider. Agency users also see Aloware. HighLevel does not display a provider logo, call duration, or agent information in the conversation entry.
Ringless voicemails are always logged as Tasks, regardless of your call logging preferences.
Send and reply to text messages in HighLevel
Aloware continues to handle text messaging through its SMS provider integration.
Depending on your Communications settings, messages appear as Notes, Conversations entries, or both.
Reply from HighLevel Conversations
Open the contact in HighLevel.
Go to Conversations.
Open the text message thread.
Enter your reply and send it.
Your reply is sent through the Aloware line selected by the admin in the Communications tab.
When Conversation is selected, replies sent from HighLevel do not create a separate Note.
Manage the integration
Reset Communications settings
If you want to restore the default logging preferences:
Go to Integrations > HighLevel > Communications in Aloware.
Click Reset.
This restores the following defaults:
Calls: Task
Text messages: Both
Resetting does not change the selected Aloware sending line or settings in other tabs.
Remove the dialer from HighLevel
To remove the Aloware dialer from your HighLevel agency:
Log in to HighLevel using your agency admin account.
Go to Settings > Company > White Label > Custom JS.
Find the Aloware dialer script.
Delete the script line.
Save your changes.
Disconnecting HighLevel in Aloware does not remove the dialer script. You must remove it from the agency's Custom JS settings.
Troubleshooting
The Aloware dialer does not appear
Try the following:
Verify that the complete script was pasted into the agency's Custom JS settings, not a sub-account's settings.
Make sure the script includes the closing
</script>tag.Confirm that your changes were saved.
Reload HighLevel or sign out and sign back in.
Check whether an ad blocker or browser extension is preventing the dialer panel from loading. Try opening HighLevel in a private browser window.
Calls do not appear in HighLevel Conversations
Check the following:
Open the Communications tab in Aloware.
Confirm that Log Aloware calls as is set to Conversation or Both.
Check whether Aloware Call in HighLevel shows Working.
If the status is Not enabled, reconnect HighLevel and select Aloware Call.
Make a test call and check the contact's Conversations timeline again.
If you need to retain all call details while investigating, select Both so calls also appear as Tasks.
Text messages do not appear in HighLevel
Open the Communications tab in Aloware.
Confirm your text logging preference.
Check whether Aloware SMS in HighLevel shows Working.
If the status is Not enabled, reconnect HighLevel and select Aloware SMS.
Send a test text and check the contact's Notes or Conversations timeline.
The Aloware sending line is unavailable
Your HighLevel connection may need additional conversation permissions.
Reconnect or re-authenticate your HighLevel integration to grant the required conversation permissions. These include:
conversations/message.writeconversations.readonlyconversations.write
Once the connection has the required permissions, return to the Communications tab and check the Aloware Line to send from field.
Calls appear as Custom Provider
This is expected behavior. HighLevel displays Custom Provider to sub-account users for external calling providers. Agency users also see the Aloware name.
Calls are logged as Tasks instead of Conversations
Check your call logging preference in the Communications tab.
If Conversation or Both is selected but calls still appear only as Tasks, check whether Aloware Call is enabled in HighLevel. Reconnect the integration and select Aloware Call if needed.
Calls are still appearing after changing the logging preference
Changing the logging preference does not move previously logged calls or delete existing records. New calls follow the updated setting.
Frequently asked questions
Can I use my existing HighLevel phone numbers?
Yes. Your existing HighLevel phone numbers remain in your account. Aloware calls use your Aloware phone lines.
Do agents need to open Aloware to make calls?
No. Agents can place and answer calls using the Aloware dialer panel inside HighLevel.
Does every agent need to sign in to the dialer?
Yes. Each agent signs in using their own Aloware account. The dialer keeps the session active after the initial sign-in.
Will my calls still appear as Tasks?
Yes, if Task is selected. You can also select Conversation to show calls in the contact's Conversations timeline or Both to show them in both places.
Can I disable call logging in HighLevel?
Yes. Select Task under the call logging preferences in Aloware's Communications tab. Aloware Call cannot be switched off directly from HighLevel once enabled.
Can I play call recordings in HighLevel?
Yes. Recorded calls logged in Conversations include a playable recording once it becomes available.
Will changing my logging settings affect existing records?
No. Changes apply to subsequent calls and text messages. Previously logged records remain where they were originally created.
What happens if HighLevel refuses a call or text message?
Aloware uses a fallback logging method. Calls are logged as Tasks, while text messages are logged as Notes.
Does disconnecting HighLevel remove the dialer?
No. The dialer script remains in the agency's Custom JS settings. To remove it, delete the script manually from HighLevel.
Can I use the dialer across multiple HighLevel sub-accounts?
Yes. The agency-level script loads the dialer across the agency's sub-accounts. However, each sub-account that needs its own call logs must have its own Aloware account connected to it.