Aloware Talk Inbox helps agents manage and organize their interactions with contacts. This inbox brings all communication channels—calls, messages, voicemails, and more—into one easy-to-use interface. With Aloware Talk, agents can manage their tasks by setting contact statuses, using quick filters, and creating custom filters.
Features and Benefits
Unified Communication Management: Aloware Talk Inbox shows all interactions, including calls and messages, in one place. Agents don't need to switch between multiple platforms.
Task Status Management: Agents can easily categorize contacts as Open, Pending, or Closed, helping them prioritize their work.
Quick Filters: Use pre-defined filters like "My Contacts" and "Unreads" to quickly find important communications.
Custom Filters: Create personal and company-wide filters to customize the inbox view according to specific needs, making agents more productive.
Channel-Specific Views: Access communication logs by channels such as Calls, Messages, Voicemail, and more, ensuring no interaction is missed.
What is Inbox?
The Aloware Talk Inbox allows users to change a contact's status from Pending to Closed and displays all of their communications (calls, messages, etc.) in one place.
Understanding Communication Task Management
The inbox displays all communication (calls, messages, etc.) of contacts grouped. It is a communication task management feature in which users can respond and set a contact to a Pending or Closed state.
All - Displays all contacts' communication regardless of their status.
Open - All contacts with any new communication are set to an Open state by default. To change any status to Open - Click the clock icon to move a contact to the Pending state from the Open state.
Pending - refers to a task that is not yet fulfilled with these contacts.
To change the Pending status to Close - Click the check icon to move the contact to the Close state.
To change the Pending status to Open - Click the mail icon to reopen the contact.
Closed - Work associated with Contact has been finished. To change the Closed status to Open - Click the mail icon to reopen the contact.
Quick Filters: My Contacts and Unreads
My Contacts - "My Contacts" allows agents to view the contacts assigned to them, including their communication history.
Unreads - This toggle allows agents to find unread calls and texts. Any view can auto-filter for calls or texts that have not been marked as read.
Channels in Aloware Talk
See communications across different channels.
Calls - Calls tab shows all contacts whose agents sent and received calls.
Messages - Messages tab shows all contacts whose agents sent and received messages.
@Mentions - displays all received and sent mentions between users in Aloware.
Voicemail - displays all contacts who leave a voicemail message.
Recordings - shows all contacts who were sent a recording from your agent.
All Communications - shows all communications made in contacts (calls, texts, fax, etc.) but does not display the Task statuses (Open, Pending, Close).
My Personal Line - displays all communications with contacts via the user's personal line. To set up a user's personal line, follow this guide.
As an agent, you can define your filter to narrow down the properties that qualify your contacts and save them under the Personal Filter section. You can apply this to filter your calls, messages, voicemails, and recordings.
Different Types of Inbox Filters
There are two (2) types of Inbox filters in Aloware Talk:
Personal Filter - Agents can set their filters. Read this guide to learn how to create Personal Inbox filters.
Company Filter - Admins define company-wide filters for all Agents in Aloware Admin. Read more about company filters in this guide.
Mark Read and Unread Messages
Marking read, or unread inbound conversations applies to all users. If a message is marked read by one of the users, it will be seen as read to all the users in the team.
The red circle with a number indicates the total number of unread communications (SMS, call, email, etc.) in a contact.
Mark All as Read - marking all conversations as "read" allows users that the message has been read or attended. It does not let the senders know that you have read their messages. Hover your mouse over the message box to mark it as read.
Mark as Unread - it allows all the users to know that no one has read the message yet. Users can also mark the messages back as unread.
Users can mark a message as unread to flag it for follow-up, respond later, or may want to re-read it. It does not send a notification to the sender that a message has been read.
In the message channel, unread messages are marked with a blue dot beside the contact's name.
