Table of Contents
Inbox Filters allow users to group a set of contacts based on their properties. The five channels of Inbox Filters include:
Calls and Recordings
Types of Inbox Filters
Agents (and Admins) can define Personal Filters for themselves which may apply in
Calls and Recordings
Admins define Company-wide Filters for all Agents in Aloware Admin
How to Create a Filter
You can find the Filter function in different tabs in the Inbox menu and channels.
Create Inbox Filters
You can use the filter in every Inbox Status
In the Inbox tab, click on the filter icon and enter the contact information you want to find
Aloware will automatically list down all the contacts with the property you have entered
Create Inbox Filters in Channels: Calls, Messages, Voicemails, and Recordings
You can create a Quick Access Filter for different communication channels available. Take note that the more details you set on your filter, the more it will give you specific results.
The steps below apply to all the Inbox Channels in creating Filters. To set up the personal filter in Inbox Channels,
In the Communications menu, click the filter icon and a pop-up modal will display
Select from the following criteria to filter:
Quick Access - create a quick access filter based on
Time of Engagement - Select the date range
Lines - Select from the existing lines available in your group
Ring Groups - Filter specific ring groups
Contact Owners - Select contact owners
Handling - filters based on the handling of
Direction - This will filter the contacts based on how you received the calls: All, Inbound, and Outbound
Answer Status - Select the status of calls that were Live, Answered, Unanswered, Muted, Abandoned, etc.
Talk Time - Select calls depending on their duration: greater than 15 seconds, 30 seconds, 60 seconds, etc.
Transfer Type - Filter on calls that are Cold Transferred, Warm Transferred, or Conference
Callback Status - Filter calls that are initiated or requested
Properties - filters based on Tags, and Call Disposition
Select the available Tags from the field
Click the Call Disposition field to filter calls that are Busy, Connected, Inbound, Left Live Message, etc.
You can also enable these options for further filter selections:
Show Only First Time Communications
Exclude Communications Sent from Sequences
Show Only Untagged Communications
Attribution - filters based on Line Phone Numbers, Sequences, and Contact Owners
If you are done selecting on the settings, click Save
A pop-modal will display and need to name your filter
The filter type is pre-selected to be Personal Filter since it is you who defined the filter properties
Once done, click Create button
Admin defines the filters which are considered as Company filters.
Click on the Inbox Channel e.g. Calls
Click on Filter
You can find Company Filters on the left side panel, under Company Filters Header
Click on one of the filters, e.g. Test Duplicate, press Esc, or click on empty space on your screen
The selected filter is applied as shown
Click on "x" in the applied Filter to delete the filter selection