Lines are the phone numbers your team uses for calls, SMS, and campaigns in Aloware. Configuring line settings correctly helps keep communication organized and ensures the right numbers, caller IDs, and messaging behaviors are used across your workflows.
This guide walks through the General Settings available for a line, including naming, phone number management, caller ID settings, messaging options, and outbound calling behavior.
Accessing general line settings
To start, you'll need to access the settings for the specific line you want to configure:
Log into your Aloware account.
Click on the Lines menu in the left sidebar.
Choose a line, then click the Settings button under the Operations column.
Navigate to the General Settings tab.
Naming and describing the line
Clear naming and documentation help teams quickly identify the purpose of each line, especially when managing multiple departments, campaigns, or regions.
Name
The line name appears throughout the app and in reports. Use a descriptive name that clearly identifies the line’s purpose, such as:
“Sales Outbound East Coast”
“Support Mainline”
“Retention SMS Campaign”
Type
The line type is set to Standard by default and typically does not require changes.
Description
Use the description field to document important information about the line, such as:
Department ownership
Campaign purpose
Geographic coverage
Internal handling notes
Descriptions are especially useful for larger teams and long-term account maintenance.
Show line description in dialer
Line descriptions can also be displayed directly in the dialer during inbound calls, giving agents immediate access to helpful call context without leaving the conversation screen.
Teams commonly use line descriptions for:
Call scripts
Handling instructions
Customer notes
Escalation procedures
Checklists
Internal resource links
Descriptions support rich text formatting and clickable hyperlinks, allowing agents to quickly reference supporting materials while keeping call controls visible during the call.
Line description shows in Aloware Talk dialer
Controlling how text messages are sent
By default, SMS messages longer than 160 characters are split into multiple messages. Depending on the carrier, this can sometimes create fragmented conversations or increase message usage.
To help maintain message readability, you can enable the option to send long text messages as MMS. When supported by the carrier, longer messages are delivered as a single message with richer formatting.
Default SMS Line Behavior
Aloware does not currently support setting a global default SMS line for all outbound messaging.
However, when a message is sent to a contact using a specific line, Aloware automatically remembers that line and uses it as the default for future SMS conversations with the same contact. This helps maintain communication consistency.
Understanding the Unsticky Caller Feature
By default, Aloware uses sticky numbers, meaning contacts continue receiving calls from the same phone number. This helps maintain familiarity and consistent communication history.
When Unsticky Caller is enabled, Aloware dynamically rotates outbound calls between the phone numbers assigned to the line.
This can help:
Reduce the likelihood of numbers being flagged as spam
Improve answer and connection rates
Distribute outbound traffic across multiple numbers
Increase flexibility for outreach campaigns
Note: Unsticky caller only affects outbound calls
Prioritize nearest line selection
By default, Aloware reuses the phone number from the most recent conversation with a contact.
When Prioritize nearest line selection is enabled, Aloware instead prioritizes using the phone number that most closely matches the contact’s area code or geographic location, even if another number was previously used.
This setting cannot be enabled at the same time as Unsticky Caller.
A2P Campaign
This section displays the A2P campaign currently associated with the line.
Managing phone numbers on a line
Each line must have at least one assigned phone number. These numbers determine how calls and messages are routed and what contacts see when communicating with your business.
To identify which number was used for a specific call:
For inbound calls, check the From number in the call details
For outbound calls, check the To number
In the Phone Numbers section, you’ll see all numbers currently assigned to the line, including:
Phone number - the assigned business number
Type - local or toll-free
Location - associated city or area code
Compliance met - A2P or messaging compliance status
Line capabilities - whether the number supports calling, SMS, or fax
From this section, you can add, transfer, edit, or remove numbers as needed.
Adding a phone number to a line
To assign a new number to the line:
Scroll to the phone numbers section.
Click +Add number to line. Choose from your available numbers.
This is useful when setting up local presence or when assigning dedicated numbers for different use cases.
Adding a verified caller ID
If you want to make outbound calls but show a different number on the recipient’s phone, you can set up a verified caller ID. This is commonly used to mask your actual line while preserving brand consistency.
Note that there is an in-app information available to explain what Verified Caller ID is and to outline its usage limitations.
Verified caller ID in-app information link
Verified caller ID information
To add a verified caller ID:
In the General tab, click Add Verified Caller ID.
In the popup, select your country and enter the number.
Click Verify Number.
Aloware will call the number. Pick up and follow the prompts to enter a PIN code.
Once verified, this number can be used as the Caller ID Mask. Read this guide for full details, how to set up call masking in Aloware.
Prefer a visual guide?
Check out our interactive demo walkthrough on adding a verified caller ID for a step-by-step experience.
Managing individual phone number actions
Each phone number in the line has its own Operations column, allowing you to take specific actions:
Default caller mask - when you have multiple numbers on a line, you can select which number will appear on outbound calls. This is the number customers will see.
Transfer - move a phone number to another line. This is useful if you’re reorganizing your lines by department or campaign.
Transfer to an existing line
Click transfer beside the number.
Select existing line, choose the destination.
Click confirm.
Transfer to a new line
Click transfer.
Select new line and enter a clear, descriptive name.
Click confirm.
Do not use - Marks the phone number as unavailable for active use without removing it from the account.
Unrent - fully removes the number and stops billing. Use with caution because this action can’t be undone.
Save your changes
After updating any line settings, such as naming, messaging preferences, caller ID settings, or phone number assignments, click Save at the bottom of the page to apply your changes.