Table of Contents


What is Inbox?

Inbox displays all communication (calls, messages, etc.) of contacts grouped together. It is a communication task management feature in which users can respond and set a contact to a Pending or Done state


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

    Pending state 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


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

Mentions tab shows 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

The voicemail tab displays all contacts who leave a voicemail message

Recordings

The Recordings tab shows all contacts who were sent a recording from your agent

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