In the Aloware Talk 2 app, moving between your conversations, contacts, and calls is simple and intuitive.
At the bottom of the app, you’ll find the main navigation buttons that let you switch seamlessly between different sections.
Tap Inbox to view and respond to all your messages.
Tap Contacts to manage, filter, and organize your leads.
Tap Phone to place calls or send SMS messages.
With these buttons always accessible at the bottom of the screen, you can move smoothly between messaging, contact management, and calling without leaving the app.
Account and availability controls
Across the app, agents can manage their profile and availability through the account menu.
The user avatar and status indicate the current logged-in agent and their availability state. From this menu, agents can update their status or access account options.
The active account name is displayed to confirm which Aloware workspace is currently in use.
Agents can also sign out of the app through the account menu when needed.
User avatar and status dropdown
Shows your profile initials and current status. Tap the dropdown to open your profile menu and update your availability.Account name
Displays the name of the active Aloware account.Current status
Indicates your availability in the app and can be updated from the status dropdown.Logout
Signs you out of your Aloware account.
Inbox - Manage your conversations
Tap Inbox to view all your conversations in one place. This includes messages from different inboxes, allowing agents to monitor and respond to customer interactions without needing to navigate between separate views.
From here, you can read messages, reply to ongoing conversations, and switch between inboxes as needed. The inbox serves as the central workspace for handling day-to-day communication and tracking active customer conversations.
Inbox selection
At the top of the inbox, the currently selected inbox determines which conversations are displayed.
Tapping the inbox name allows agents to switch between available inboxes. Once a different inbox is selected, the conversation list automatically updates to reflect that inbox.
This helps agents manage multiple queues without leaving the inbox view.
Search conversations
Search allows agents to quickly locate specific conversations within the selected inbox.
By entering a keyword, phone number, or contact detail, the conversation list is filtered to show relevant matches within that inbox.
When search is cleared, the full conversation list is restored while keeping the same inbox selected.
Conversation timestamps
Each conversation shows a timestamp that reflects when the latest message was sent.
Recent messages display the time, while older messages adjust to show relative context such as "Yesterday" or a specific date.
This makes it easier to understand how recent a conversation is without opening it.
Managing conversations
Selecting a conversation opens the full message thread, where you can read previous messages and send replies.
All replies are added to the same conversation, allowing you to keep a complete history of interactions with each contact.
You can also use available messaging actions, such as mentions, while responding within the thread.
Unread messages
A red notification badge appears next to contacts with unread communications. The number displayed indicates how many messages or interactions have not yet been viewed.
This helps agents quickly identify conversations that require attention.
Filter options
Filters help agents focus on the most relevant conversations depending on their workflow or responsibilities.
Instead of browsing all messages at once, agents can refine the inbox view based on engagement timing, ownership, and communication type.
Date filters
Last Engagement Date - filters contacts based on the date of their most recent communication. Only available in Threaded view. Use this when you want to see contacts whose last interaction falls within a specific time range.
Any Engagement Date - filters contacts or communications where any communication occurred within the selected date range, even if the most recent one was outside that range. Available in both Threaded and Unthreaded view.
Communication filters
These filters let you narrow down by the type, direction, or read status of communications.
Unread - shows only unread items. Applies across calls, messages, voicemails, and notes.
Channels - filter by communication type: Calls, SMS, or Mentions.
Direction - filter by Inbound or Outbound communications.
Contact and inbox filters
Use these to scope the inbox to a specific set of contacts or inboxes.
My Contacts Only 0 shows only communications with contacts assigned to you.
Inboxes (All Inboxes view only) - when viewing All Inboxes, use this to filter to one or more specific inboxes. Only inboxes you belong to appear as options. This filter does not appear when you're already inside a single inbox.
Threaded vs. Unthreaded view
You can switch between two view modes in the inbox, and the filters adapt accordingly.
Threaded view - conversations are grouped by contact. The Last Engagement Date filter is only available in this mode.
Unthreaded view - each individual communication appears as a separate item in the list.
These options support common use cases such as reviewing only recent activity, focusing on assigned conversations, or narrowing down messages by channel or direction.
Filters can be combined to adjust the conversation list to match daily operational needs.
What to keep in mind
The inbox only displays conversations from the currently selected inbox. Switching inboxes updates the list accordingly.
Search results are limited to the selected inbox and do not include conversations from other inboxes.
Timestamps are applied automatically and adjust based on when messages are sent.
Contacts - Organize and find leads
Tap Contacts at the bottom of the app to access all your contacts and lists. The pinned section gives you quick access to commonly used lists:
All contacts shows every contact in your account.
My contacts displays only the contacts assigned to you.
Unassigned contacts highlights leads that haven’t been assigned yet.
Unanswered contacts helps you follow up with contacts who haven’t responded.
New leads lets you focus on recently added contacts.
Below Pinned, you’ll find additional lists: Public lists, which your team can access, and My lists, which are your personal custom lists.
These lists make it easy to find the right contact quickly and stay on top of follow-ups, all without leaving the app.
Calling from Team Inbox
When placing a call from a conversation in the Team Inbox, the app automatically determines which line to use based on the inbox context.
The last line used within that inbox is selected by default, so agents can continue calling consistently from the same context without reselecting a line each time.
If only one line is available in the inbox, it is used automatically and the call proceeds without additional steps.
If multiple lines are available and needed, agents can still open the line selection option to choose a different caller ID.
Line selection behavior
Line selection is based on the inbox being used, not a global default setting.
The last used line is remembered per inbox
Each inbox maintains its own line history
Only lines connected to the current inbox are shown when changing the line
If viewing all inboxes, all available connected lines are shown
This ensures agents only use lines that are relevant to the inbox they are working in.
Automatic dialing behavior
In some cases, calls are placed automatically without requiring confirmation.
If the selected line matches the configured caller ID, the call connects immediately
If the inbox only has one connected line, that line is used automatically and the call starts
If neither condition is met, the agent is prompted to confirm or adjust the line before the call is placed.
What to keep in mind
Line availability depends on which lines are connected to the inbox. If a required line is missing, it may need to be added through the admin settings.
Line history is stored per inbox, so switching inboxes may change the preselected line.
Automatic dialing only applies when the conditions are met; otherwise, confirmation is required before the call connects.
Phone – Make calls and send SMS
Tap phone at the bottom of the app to open the dialer.
From here, you can quickly start a conversation by entering a phone number, placing an outbound call, or sending an SMS. The dialer is designed for fast, seamless communication so you can move between calls and messages without leaving the app.
