Aloware provides a set of call handling and recording options that help admins manage compliance, improve workflows, and create consistency across the team. Instead of thinking about each option as a switch, it helps to look at how these settings affect daily operations for agents and the customer experience.
AI call rescue beta
AI Call Rescue routes unanswered inbound calls to an AloAi voice agent. If no agent answers based on your routing rules, AloAi answers the call, collects the caller’s intent and details, and saves the interaction for follow-up.
This feature is configured under Account → Calling Settings and applies to all lines and inboxes. Calls handled by AloAi generate transcripts, notes, and optional recordings that appear in CRM records and reports.
Managing user and agent status
Force users to always available
When this option is enabled, all agents remain in the Available status automatically. This prevents them from setting themselves to Busy or Break on their own. It’s useful when admins want to ensure that incoming calls are always distributed evenly across the team. Admins can still change individual statuses through the Wallboard if adjustments are needed.
After-call work management
Wrap-up duration - after finishing a call, agents may need time to write notes, log outcomes, or schedule follow-ups. The wrap-up duration setting controls how much time is allocated for this.
Force wrap-up settings - instead of letting each agent set their own wrap-up duration, admins can enforce a single wrap-up time across the account. This ensures that reporting is consistent and that agents handle calls within the same post-call workflow.
Call recording options
Inbound call recordings - admins can decide whether inbound calls are always recorded, never recorded, or follow the recording rule set at the line level.
Outbound call recordings - the same flexibility applies to outbound calls. Settings can enforce recording for every call, turn it off completely, or follow the line default. Admins also have the option to prevent agents from changing these preferences on their own.
Force outbound call recording settings - restrict agents from altering call recording settings.
Call recordings for external transfers
When a call is transferred to an external number (outside the Aloware system), special rules apply to call recordings.
Default behavior - by default, recordings continue when a call is transferred externally.
Automatic stop - to meet compliance requirements, Aloware can now stop recording as soon as the external party answers. This prevents conversations with third parties from being recorded without authorization.
Recording scope - in these cases, only the portion of the call that happened before the transfer is saved. Nothing after the transfer is included.
This ensures admins can control recording behavior both globally and per line, depending on their compliance needs.
Outbound greetings
Admins can configure messages that play when customers receive an outbound call from the company.
Play a recording at Account-level apply to all agents unless they have a personal greeting.
Forced outbound greeting at account-level override personal greetings, making sure every agent plays the same company-defined message.
Outbound call handling
Default outbound line - select an outbound line for your calls, or allow agents to configure this setting in their profiles.
Wait for voice - enable or disable agents from hearing "Connecting..." at the beginning of outbound calls.
Force outbound line settings - restrict agents from overriding these configurations.
Force call disposition (beta) and force contact disposition - enabling this option will make the wrap-up timer paused, back button, callback, and agent status dropdown will be locked until the agent disposes of the call.
Force HubSpot call type disposition (beta) - when enabled, agents must select a HubSpot call type before they can finish wrap-up or move to the next call.
This setting requires the HubSpot integration to be active and call types to be imported using Pull Activity Types. It applies to Aloware Talk (desktop), the HubSpot widget (Talk2), and Power Dialer sessions, and is not supported in the mobile app.
Warm transfer behavior with HubSpot call type
When your team uses warm transfer, the original call is handed off to the second agent and a new communication record is created so the first agent can complete their own wrap-up.
Each agent is responsible for filling in the required fields, including HubSpot Call Type, on the communication that belongs to them.
How it works:
When your team uses warm transfer, the original call is handed off to the second agent and a new communication record is created for the transferred call. Each agent completes wrap-up on the communication that belongs to them, including the HubSpot Call Type.
If Forced HubSpot Call Type is on, the requirement applies to each agent's own communication.
Note: After a warm transfer, each agent should finish their own wrap-up before starting another call so both communication records (original and transferred) stay accurate for reporting.
Call recording channels
Enabling dual-channel recording for calls will save the audio into two separate channels based on the source or speaker.
For example, on a standard two-person phone call, a dual-channel recording would record the caller and the contact separately on the same audio recording.
Compliance and security
Call masking - enable to utilize the lead's phone number for all transfers, both inbound and outbound.
Call records retention duration - enables billing admin to adjust call recording retention and deletion settings, offering options for indefinite retention, line-specific settings, and timed deletions (10, 30, 60 days), ensuring compliance and storage optimization. Changes at the account level apply to all lines unless the 'Follow Line's Setting' is selected.
User experience enhancements
Hold music - customize the hold music for the entire account here. Leave it blank to use our default hold music.
Notification sound of fishing mode - when activating Fishing Mode, you have the option to enable a sound for incoming calls. When the Normal Ring is enabled, incoming calls will make a single notification sound or ring like a normal call.
