Aloware provides built-in tools to help you manage calls efficiently. This guide walks you through each option available during a live call, what it does, and how to use it.
Mute - use this option when you need to silence your microphone. Click Mute to turn it on, and click again to unmute when ready to speak. This prevents background noise from interrupting the call.
Hold - select Hold if you need to pause the conversation to gather information or consult with a teammate. The caller will remain on the line until you select Resume.
Keypad - open the keypad to enter digits during automated menus, conference calls, or when inputting access codes. The keypad is available directly on the call panel.
Start/Pause recording - click Start Recording to capture the conversation. Select Stop Recording when finished. Recordings are automatically saved in the contact’s activity log for later review.
Notes - select Notes to add important details during or after the call. Notes are stored in the contact’s profile so that you and your team can reference them later.
Tags - Categorize your calls and contacts with tags for easy reference. Whether it's marking calls as "urgent" or categorizing customers by their needs, tags help you stay organized and efficient.
VM Drop - Save time and energy with the "VM Drop" feature, which allows you to leave pre-recorded voicemails with a single click. It's a handy tool for reaching out to multiple contacts quickly.
Add - Easily add participants to your call, turning one-on-one conversations into group discussions when needed. Collaborate seamlessly with colleagues or clients, all within a single call.
Transfer - Need to pass a call to a more knowledgeable colleague? Aloware's "Transfer" feature makes it easy to transfer calls with minimal disruption, ensuring customers receive the help they need.
Scripts - open the dialer, click More, and select a script. Scripts are pre-written guides that can be customized to help you stay consistent during calls.
Park Call - use Park Call to place the caller on hold in a shared queue. Another teammate can then pick up the call when available.
Contact - select Contact from the call panel to open the caller’s profile. You can view their saved details, notes, and past activity without leaving the call screen.
Integrations - if your account is connected to a CRM or another tool, call data will sync automatically. You can open linked records directly from the call panel.
Each feature in the call panel is designed to help you handle calls without interruption. From muting and tagging to transferring and recording, these tools give you quick access to the actions you need while staying connected with the caller.