Table of Contents


Overview

Being able to effectively communicate with your contacts is important to any business. Aloware's Contact page resembles a CRM page where users can interact with a single contact.

In this article, we will be talking about the main controls and buttons you have on the Contact profile.


Contact Controls and Information

Contact Controls and Information panel shows the basic contact information and multiple options to engage with your contact:

  • Contact's Name

  • Phone Number

  • Actual time at the contact's place

  • Phone identifier

  • Call - Clicking on the Call icon immediately launches the dialer and calls the contact. Contacts can have multiple numbers, and by default, it will dial the primary number. Read here to know how to make an outbound call.

  • Text - This feature allows the user to send an SMS/MMS to the contact. We recently added the feature + Add Variable which shows a list of variables that you can include in your text. This option is discussed in more detail in our Bulk Messaging and SMS Blasts and Aloware Messenger.

  • Block - Blocking a contact will prevent them from calling or sending a text to you. After clicking the "Block" icon, it will change to an "Unblock" icon where you can unblock the contact if needed. This is a great way to prevent spam calls.

    When a blocked caller calls you, they will hear a message "Sorry, but we cannot connect you at this time".

  • DNC (Do Not Call) - DNC prevents the contact from being enrolled in Automation sequence, Broadcasts, and Power Dialer, however, you can directly call or text the contact manually. Note when an agent marks the contact as DNC, this cannot be undone. Read more about DNC in this article.

    πŸ“ Note - Only Admins can 'un-DNC' a contact (button won't show for agents)

  • Appt (Appointment) - Clicking this button will set up an appointment with your contact. The user will be asked to put the date, time, and a note. This will show in the right pane as an engagement activity in the contact. A notification will be sent to the agent periodically over email.

    πŸ“ Note: Aloware will not send an invite to the contact. If you have integrations enabled, appointments will be reported to CRMs as Meetings, the CRM can then send a calendar invite to your contact.

  • Note - This is used to add a piece of information to the contact engagement. For example, if an agent is having a side conversation with the contact on another channel, they can take a note for their colleagues to see here.

  • Reminder - You can use this functionality to set a reminder for yourself if you have any scheduled activity for the contact. You will be notified based on your Notification Settings as a User. Reminders can be tagged as Completed, Pending, or Canceled. Reminder won’t notify the contact, they notify the agent only.

  • Power Dialer - If your account has the Aloware Power Dialer enabled, this button will push the contact to the bottom of your power dialing queue. Learn more about Aloware Power Dialer.

  • Send Email - Users can also send emails to contacts with variables, and use templates for convenience.

  • Enroll to Sequence - If you have Aloware automation enabled on your account, clicking this button will let you enroll this contact into a sequence. You can read more about Sequences.

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