What is inbox in Aloware talk?
The Aloware talk inbox is a helpful tool for managing your communications with contacts. Here’s a simple breakdown of how it works and what you need to know:
Understanding communication task management
The inbox is where you can see all your interactions with contacts, including calls and messages. It lets you track and manage each contact's status—whether you’re still working with them or if the task is complete.
The inbox groups all your contact communications together, making it easy to handle and keep track of. You can set each contact's status to keep things organized.
Statuses
Contacts in your Inbox can have one of three statuses:
All - this view shows every contact's communication, no matter their status. It helps you see everything at once.
Open - this is the default status for new communications that need your attention. If a contact has new messages or calls, they are automatically marked as open.
To change to pending - click the clock icon to move the contact to pending if you’re not ready to resolve it yet.
Pending - this status means there is still something to be done with the contact. It's like a task that’s still waiting to be completed.
To change to closed - click the check icon when you’ve finished working with the contact and want to mark it as Closed.
To change back to open - if you need to revisit the task, click the mail icon to move the contact back to open.
Closed - this status shows that the work with the contact is finished. You can see all completed tasks here.
To change back to open - click the mail icon if you need to reopen the contact and address any remaining issues.
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.
