Getting started with Aloware: How it works
Aloware is a modern contact center platform that brings together calls, texts, and customer engagement in one place. It helps your business connect with customers through their preferred channels — voice, SMS, MMS, fax, or email — while keeping every interaction organized and easy to track.
This guide walks you through how Aloware works from an agent’s perspective: making and receiving calls, sending messages, and managing customer conversations through the Team Inbox.
Understanding lines
In Aloware, a line represents a phone number with its own settings. Think of it as the foundation of your communication system.
Each line can be customized to suit your needs, whether it’s for general inquiries, sales, or a specific department.
Through your assigned line, you can:
Make and receive phone calls
Send and receive text messages (SMS and MMS)
Set up greetings, call recordings, and IVR menus
Many businesses use multiple lines to track campaigns, manage departments, or separate internal and external communication.
If you’re an admin or have access to settings, you can adjust a line’s configuration in Admin Settings > Lines.
How calls and messages are routed
When a customer contacts your Aloware number, the system routes the interaction based on your line and team setup.
IVR or Greeting: The caller hears a greeting or menu options.
Routing Logic: Aloware uses the caller’s input or defined settings to determine which ring group or agent receives the call.
Agent Assignment: Available agents in the assigned group will see the incoming call or message in their workspace.
Messages work the same way. They pass through the line and appear in the customer’s contact thread, so your team always has full visibility of past interactions.
You can view live routing activity or review call and message logs anytime under Dashboard or Reports.
Working with ring groups and teams
A ring group is a team of users who can collectively receive calls or messages from the same line.
This setup ensures that customer interactions are never missed and that the next available agent can respond quickly.
Ring groups are useful for:
Distributing inbound calls across a team (e.g., Sales or Support)
Managing large agent groups efficiently
Sharing contacts and tracking performance by team
Your account comes with one default ring group when you first sign up. Admins can add more by clicking + Add Ring Group in the admin dashboard.
Making an outbound call
To place a call, open Aloware Talk and click the Dialer icon at the top-right corner.
If you’re viewing a contact, simply click the Call icon beside their number.
Aloware automatically uses your assigned line to record and log every call under the contact’s history.
This ensures you can easily review past conversations and follow up without missing context.
Sending messages (SMS and MMS)
Messaging in Aloware is simple and fast.
From the Contacts section:
Open a contact or create a new one.
Click the Message icon.
Type your message or attach media for MMS.
Hit Send. Your message will appear instantly in the contact’s thread.
All messages (inbound and outbound) are automatically stored, keeping communication history in one place for transparency and continuity.
For details about message formatting and media limits, see Sending SMS and MMS with Aloware Talk.
Team Inbox: Where conversations come together
The Team Inbox is your central workspace for all customer interactions. It combines calls, texts, and voicemails from every line, giving agents and teams a shared view of what’s happening in real time.
Each agent can:
View assigned messages in their Personal Inbox
Access shared or department-wide conversations in the Connected Inbox
Monitor team activity through the Watching Inbox (for supervisors)
This unified view helps teams collaborate effectively, prevent duplicate responses, and ensure every customer inquiry is handled promptly.
The Team Inbox is where most agents spend their time, sending messages, reviewing call threads, and keeping customer communication active.