Table of Contents


Overview

The contacts page is where Admin manages the details of prospects, customers, and leads. As a user, the contacts page helps you oversee the recent engagements, tags, and communication activities.

Screenshot of Contacts Page


Contact Page

The Contact page displays relevant information that a user needs, which includes the following:

  • Name – includes the First Name, Last Name, and contact’s primary phone number

  • Info – displays contact's basic information

    • Owner – the user who owns or manages the contact (mostly an agent)

    • Disposition Status – the final status of a contact in a sales/marketing cycle

    • Initial Line – the line/phone number where you first engaged with the contact

    • Company Name – the company name for the contact (if any)

    • Location – Contact’s approximate location based on their phone number

  • Recent Engagement – You can see the latest engagement with the contact, either a call or a text, and the agent who did it, with the right timestamp

  • Tags – You can see which tag (category) a contact belongs to

  • Missed Calls displays the missed calls from the contact

  • Unread Texts displays the number of unread text messages from the contact

  • Voicemails – displays the number of voicemails left by the contact

  • Ops – operations column where you can call, send SMS, MMS, or FAX, or delete the contact

  • Live Update Control - user can pause/resume the live updates button to the Contacts page for the high-volume accounts


Filters

By default, the list of contacts displayed is based on the last engagement. The contacts page is live and shows the recent information about your contacts. We use filters to look for contacts with the same properties.

  • Search Bar – You can search for contacts by phone number, First Name, Last Name, and Email

  • New Leads – A list of contacts that have no engagement yet. Useful for sales organizations

  • Has Unanswered Communications – A list of contacts who have unread text messages

  • Reset Filter – If you want to remove all the filters you chose, click this button.

  • Save as a Tag - You can save a tag for contact data filtered

  • Date Filter – Find out the list of contacts created on the date range you chose

  • Export – If you want to export into a CSV file all contact data or current view

  • Filter – This allows you to filter a range of contact data based on the criteria you define


Active Filters

You can set more filters that will display on the contacts page when you click the Filters tab.

Filter by Contact Properties

This allows you to filter different contact properties based on the following:

  • Line Type - Filters phone numbers by their type: Landline, Wireless (mobile phone), VoIP (virtual line), and Other (if we can’t determine the type)

  • Intake Source - Whenever a contact is created in Aloware by an external or internal tool, it will show up as the Intake Source. There are different types of Intake Sources:

    • Hubspot, Pipedrive, Zoho, Guesty – when you pull contacts from these CRM integrations

    • Form Capture

    • Email Capture

  • Lead Source - Filters contacts based on lead source

  • Tag - This will show all contacts with the same tags. You can select multiple tags at the same time.

  • Does Not Have Tag - If you want to filter contacts that don’t have a tag you can use these criteria. You can select a specific tag to see the list of contacts that do not have a tag you selected.

  • Country - You can filter your contact data based on their Country

  • States - You can filter your contact data based on their State. The system will automatically determine the State of your contact based on the area code of the primary number on file.

  • Timezone - You can filter your contact data based on their Timezone. The timezone varies on the Country that you will filter.

  • Has Untagged Calls - If you’re using tags on calls, when you select the “has untagged calls,” you’ll be able to see all contacts that have calls without any tags

  • Untagged Contacts - If you’re using tags on contacts, if you select “untagged contacts,” you will see all contacts without any tags


Filter by Contact Status

  • Has Disposition Status - Filters based on contact disposition. A contact can only have one disposition status. Read this article about Contact Disposition

  • Does Not Have Disposition Status - Filters based on contacts without contact disposition.

  • Not disposed

  • Blocked Contacts - If you use this filter, you’ll be able to see all the contacts you blocked. You can block or unblock them as you please.

  • DNC (Do Not Call) Options - When you select this filter, it will show you all the contacts on the DNC list. Learn more about DNC list


Filter by Events

  • Has Appointments - You can filter contacts that have an existing appointment and you can even select a date range

  • Has Reminders - You can filter contacts that have reminders and you can even select a date range


Filter by Attribution

  • Lines - Contacts can engage in different lines at different times. Enable the Initial Line button to see which line you initially engage with your contact. It could be your mainline or another Aloware number. In this criteria, you can filter the contacts that have engagement on a particular line. You can select multiple lines in your filter

  • Users - You can select multiple users to filter

  • Broadcasts


Filter by Other

  • Has Unread Communications - You can apply this criterion if you want to see contacts that have unread messages

  • New Leads - Through this criterion, you can see a list of contacts that have not been modified yet in any way (new lead)

  • Unassigned Leads - These are contacts that have no assigned owners yet. Activating this helps you find unassigned contacts and you can walk through the list

  • Follow the Sun - Sorts your contacts by their timezones from East to West. This feature helps you engage with contacts during their daytime hours. Learn more about Follow the Sun

  • Last Response - Search contacts that have responded within a certain timeframe. You need to put at least an hour’s duration

  • No Response - Search contacts that haven’t responded within a certain timeframe. You need to put at least an hour’s duration

  • No Contact - Search contacts that haven’t been contacted within a certain timeframe. You need to put at least an hour’s duration

  • TCPA Approved - The Telephone Consumer Protection Act (TCPA) regulates telemarketing calls, auto-dialed calls, prerecorded calls, text messages, and unsolicited faxes. They have the authority to create the National Do-Not-Call List. The Federal Communications Commission (“FCC”) is empowered to issue rules and regulations implementing the TCPA. If you apply these criteria, you can see a list of contacts that have been TCPA approved. In Aloware, you obtain approval from your contacts that they can be contacted

  • Outbound Call Count - Filters contacts with a specific number of call counts

  • Has Scheduled Messages - Filters contacts with scheduled messages

  • Does Not Have Scheduled Messages - Filters contacts without scheduled messages

  • Is Enrolled in Sequences - Filters contacts that are enrolled in sequences

  • Not Enrolled in Sequences - Filters contacts that are not enrolled in sequences; It is useful if you want to assign contacts to sequences

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