A call connects an agent's line to a contact's phone number. Call management covers how agents place, receive, and handle those calls so leads, prospects, and existing customers reach the right person without going unanswered.
During a call, agents work from the dialer, where they can take notes, send an SMS, and transfer the call to another agent. These actions keep a record of every interaction tied to the contact.
Types of calls
Aloware supports two call directions: outbound and inbound.
Outbound calls are calls an agent places to reach a contact. Agents use them to follow up with leads who signed up through a web form, to upsell current customers, or to introduce a new product.
See how to make outbound calls in Aloware Talk for the full process.
Inbound calls are calls a contact places to an agent. Customers use them to request technical support after a purchase or to ask about product details, packages, and pricing.
Prerequisite
Set your agent status to Available before you can accept calls. Any other status stops inbound calls from reaching you.
For details on status options, see Aloware Dashboard: key features and customization options.
Receiving an inbound call
You can answer an inbound call from two places: the popup notification or the Communications section.
Answer from the popup notification
When a call comes in, a popup notification appears on your screen with the caller's name, phone number, and location.
Click the call icon, the green icon, to connect.
Answer from the Communications section
If the contact has previous communication history, a call icon appears to the right of the contact's name in the Communications section. Click that icon to answer.
Engaging with contact
Once you connect, the dialer opens on screen. From the dialer you manage the active call: take notes, send an SMS, and transfer the call to another agent.
For a full breakdown of each tool, see Contact engagement tools in Aloware Talk.