Welcome to the Aloware Inboxes FAQs!
Here, you'll find simple and informative answers to commonly asked questions related to managing inboxes in Aloware. Whether you're looking to understand the functionality of ring groups, their configuration options, or how they affect call routing, you've come to the right place.
Let's dive in and explore the ins and outs of Aloware's ring groups to help you make the most of this feature for your communication needs.
General
What are Aloware Inboxes?
Aloware inboxes are a feature that allows organizations to create groups of agents who work together to handle incoming calls and SMS messages effectively. These groups distribute incoming calls and messages to designated agents in a predefined order or method, ensuring efficient and prompt customer service.
How do I create an inbox in Aloware?
To create a new inbox in Aloware, follow these steps:Go to the inboxes menu.
Click on the + add inbox button.
Configure your inbox by providing a name, and description, and assigning agents to different layers within the group.
Inbox configuration
What are the available call routing options for inboxes?
Aloware inboxes offer four call routing options: Simultaneous, Random, Round-Robin, and Longest Available. Each option determines how calls are distributed among agents in the group.
Can I import inboxes in bulk in Aloware?
Yes, you can import inboxes in bulk. Here's how:Go to the Inboxes menu.
Click on the "import inbox" button.
Follow the steps in the import inbox wizard to create and configure multiple inboxes at once.
How is the hierarchy determined in the "longest available time" routing setting?
In the "longest available time" setting, the hierarchy is based on the number assigned to each agent, with a lower number indicating a longer available time in the queue.
User availability and call handling
What happens if a user in a inbox is unavailable or does not answer a call?
In Aloware, if a user in an inbox that is unavailable or does not answer a call, the system will automatically move on to the next available user according to the designated call routing method. This ensures that incoming calls are promptly handled by an available team member.Does suspending a user account automatically remove them from all inboxes they were part of?
Yes, when a user account is suspended, they are automatically removed from all the inboxes they were part of. Manual intervention is required to add them back to the groups after resuspension.What are the different options for routing calls in an inbox?
Aloware provides four routing options for calls within an inbox:Simultaneous - all phones in the group ring at the same time until one agent picks up.
Random - calls are randomly distributed to agents within the same layer.
Round-Robin - calls are routed to agents one by one in the order they appear in the layer.
Longest available - calls are assigned to agents based on their availability, prioritizing those who have been idle for the longest.
What is "repeat contact call routing" in inboxes?
Repeat contact call routing allows you to specify how the inbox handles calls from repeat customers. You can choose to route calls to the inbox, the agent who last spoke with the contact, or the contact's owner, depending on your preferences and the contact's history.How do Aloware's inboxes handle text messages?
Aloware's inboxes can handle incoming text messages efficiently. You can configure settings to assign incoming text messages to the contact owner, distribute them randomly between agents, or choose not to assign messages to agents at all. This helps in balancing the workload and providing effective customer support.What are the options for missed call handling in an inbox?
Aloware offers two options for handling missed calls in an inbox:Use the line's missed call settings, which respect the settings configured under line settings.
Take a voicemail, allowing you to configure a voicemail prompt specifically for the inbox.
Managing missed calls
How are missed calls handled in Aloware inboxes?
If all available agents in an inbox have been offered a call and no one has answered, or if the group has no available agents, the call will be considered missed. You can configure how missed calls are handled, including directing them to voicemail.
Notifications and text message handling
Can Aloware inboxes send notifications for incoming text messages?
Yes, you can enable notifications for inbound text messages in Aloware inboxes. Users in the group will receive notifications for incoming texts if they have access to the contact.
How can Aloware inboxes handle incoming text messages effectively?
Inboxes offer options to assign incoming text messages to the contact owner, randomly between agents, or not assign them to agents. This ensures efficient handling of text messages within the group.
Smart Queue
What is Aloware's Smart Queue feature, and how does it work?
Smart Queue optimizes call routing in inboxes. It routes calls through multiple agents or lines until an available agent attends to them. It offers features like fishing mode, real-time position updates for callers, callback options, and more.How does fishing mode work in Aloware's Smart Queue?
Fishing mode ensures all users in an inbox are notified simultaneously about incoming calls in the queue. This prevents calls from going unanswered and respects agent status and restrictions.
Additional configuration options
Are there additional configuration options for Aloware's Smart Queue?
Yes, you can configure features like "press one" to require called parties to press a button to accept the call, customize wait music, set repeat prompts, and define a maximum queue hold time for calls.
Testing and importing ring groups
How can I test the routing and view the status of users in my inbox?
You can use the testing routing tab to check the status of all users in every layer of your inbox.How can I import inboxes in bulk in Aloware?
You can import inboxes in bulk by using the "import ring group" feature in the inboxes menu. This allows you to create multiple inboxes quickly.