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 Closed state.

Screenshot of Alo Talk Inbox


Contact Activity Page

Alo Talk Contact Activity page provides the engagement tools for the contact and record of communication logs and contact statuses.

Screenshot of Contact Activity Page

Contact Task Status

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

    • To change any status to Open - Click the clock icon to move a contact to the Pending state from the Open state

  • Pending - refers that a task is not yet fulfilled with these contacts

    • To change the Pending status to Close - Click the check icon to move the contact to Close state

    • To change the Pending status to Open - Click the mail icon to reopen the contact

  • Closed - is a work associated with Contact has been finished

    • To change the Closed status to Open - Click the mail icon to reopen the contact


Mark Read and Unread Messages

Marking read or unread inbound conversations apply to all the users. If a message is marked read by one of the users, it will be seen as read to all the users in the team.

The red circle with a number indicates the total number of unread communications (SMS, call, email, etc.) in a contact.

Screenshot of Unread Communications

  • Mark All as Read - marking all conversations as "read" allows users that the message has been read or attended. It does not let the senders know that you have read their messages.

    • Hover your mouse to the message box to mark it as read.

  • Mark as Unread - it allows all the users to know that no one has read the message yet. Users can also mark the messages back as unread.

    Users can mark a message as unread to flag it for follow-up, respond later, or may want to re-read it. It does not send a notification to the sender that a message has been read.

    In the message channel, unread messages are marked with a blue dot beside the contact's name.


Channels

Alo Talk organizes the different types of communications on channels.

  • Calls - Calls tab shows all contacts whose agents made, and received calls.

  • Messages - Messages tab displays 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.

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