What does user management do?
Aloware’s User Management allows admins to control access, assign roles, and configure user settings to match team responsibilities. This guide explains user roles, how to add new users, and how to manage existing accounts.
Understanding user roles
Admins - admins have full control over the system. They manage user accounts, configure settings, handle billing, and ensure system integrity. This role is typically for business owners or IT managers who need unrestricted access.
Supervisors - supervisors are team leaders who monitor team performance, manage workflows, and access reports. They oversee daily operations without control over critical system settings, making this role ideal for managers.
Agents - agents focus on customer interactions. They make calls, send messages, and manage assigned contacts, ensuring they stay focused on frontline tasks like customer communication.
Billing Admin - billing admins handle financial configurations within the system, including account recharges and managing billing profiles. This role ensures the organization maintains its operational capabilities by addressing account limitations and financial issues.
Setting up new users in Aloware
Step 1: Access the users menu
Login to Aloware admin and navigate to the users menu.
Step 2: Add new users
Click the "Add user" button. Enter the required details, including name, email, and role assignment.
Step 3: Configuring user settings
Once a user is added, configure their settings:
Profile Settings - set up core user details including email, role assignments (Admin or Agent), password types, and answering preferences.
Enable communication features like call barge, whisper, and message broadcasting to enhance team collaboration.
Visibility Settings - define what your users can access based on their roles. Choose contact visibility levels (Everything, Ring Group Only, Owned Only) and set communication permissions. Configure reporter access for monitoring activities without interaction capabilities.
Personalization - configure user availability status, assign contacts for display, and set wrap-up durations after calls to optimize workflow efficiency.
Teams - add the new user to a team.
Inbound call settings - set up working hours, customize voicemail prompts, and create call routing rules to ensure proper call handling based on availability and preferences. This maximizes customer satisfaction through efficient call direction.
Outbound Call Settings - select caller IDs, enable call recording options, and implement predefined call scripts. These options help maintain consistent outbound communications while meeting call recording regulations.
Notification settings - set up alerts for communications, events, and line activities. Choose notification channels and define trigger conditions to keep your team informed of critical interactions.
General information - manage core user details including names, contact information, and extension numbers in one central location. Keep your organization's directory current for smooth internal communications.
SMS templates - create and manage message templates in Aloware Talk to streamline contact communications and maintain consistent messaging.
Diagnosis - access troubleshooting tools including call quality reports, system usage statistics, and error logs. Monitor and optimize system performance to maintain reliable communication channels.
Managing users in the dashboard
The Users Dashboard centralizes all user information, giving admins a single place to monitor accounts, adjust access, and maintain accurate records. From here, you can pause, suspend, delete, or update users, as well as track their activity and performance.
Account actions
Pause/Activate - use this when a team member is temporarily unavailable (like a short break or out-of-office). Pausing stops call routing, and activating quickly resumes normal activity.
Suspend - ideal for extended leaves or role transitions, suspension temporarily revokes access but keeps the account intact. You can unsuspend later to restore access without losing data.
Click the "Suspend" button to revoke the user’s access to the system.
A warning message will appear. Confirm the suspension by clicking OK.
When you’re ready to restore access, press the "Unsuspend" button.
Confirm this action on the warning message by clicking OK.
Delete - a permanent action that removes both the user and all associated records. This should only be used when a user is leaving the organization for good. If the user is a Billing Admin, reassign the role first to avoid disruptions. For temporary situations, pausing or suspending is a safer choice.
Dashboard tools
Filters – organize your team by role (admin, supervisor, agent, etc.) or by current status (active, paused, suspended). This helps you see the right group of users at a glance.
Quick actions – add new team members with the Add User button, or assign direct lines/devices with the Add Extension button to streamline internal communication.
Charts – visual reports (line, bar, or area charts) show user activity over time, helping admins spot trends, identify idle users, and optimize workflow.
Managing user interactions
Login as – Troubleshoot issues by impersonating a user account without needing their password. You can test workflows or verify configurations, then return to your own account with one click.
Timeline – Review a user’s availability and activity history within a selected date range. This is useful for audits, compliance, or monitoring productivity.
The user’s timeline of activities is displayed here.
Activity logs – Access detailed records of calls and messages to troubleshoot issues, ensure compliance, or maintain transparency across teams.
The user’s activity is displayed in the dashboard.
Add to team – Reassign or group users into specific teams to improve collaboration, especially in larger departments or multi-project environments.
Select a team to add the user