Table of Contents
What is Inbox?
Users can change a contact's status in Aloware Talk's Inbox from Pending to Close, and it displays all of their communications (calls, messages, etc.) in one place.
Screenshot of Alo Talk Inbox
How does Communication Task Management work?
An agent can manage to move the state of contact from Open to Pending to Close. Moreover, an agent can also send text, fax, email, or keep a note of the contact.
Open - All contacts with any new communication are set to an Open state by default
Pending - refers that a task is not yet fulfilled with these contacts
Click the clock icon to move a contact to the Pending state from Open
Click the check icon to move the contact to Close
Click the mail icon to reopen the contact
Closed - Work associated with Contact has been finished
Click the mail icon to move the contact to Open state
What are My Contacts?`
"My Contacts" allows agents to view the contacts assigned to them, including the communication history.
Screenshot of Alo Talk with Enabled My Contacts
What are Channels?
See communications across different channels.
Calls - Calls tab shows all contacts whose agents sent, and received calls
Messages - Messages tab shows all contacts whose agents sent, and received messages
@Mentions - displays all received and sent mentions between users in Aloware
Go to the Mentions tab, click on Note, and use an @mention in the message composer
Voicemail - displays all contacts who leave a voicemail message
Recordings - shows all contacts who were sent a recording from your agent
All Communications - shows all communications made in contacts (calls, texts, fax, etc) but does not display the Task statuses (Open, Pending, Close).