The Supervisor role is designed for team leaders who need to oversee activities, manage lists and campaigns, and access reports, without full administrator privileges.
Supervisors can support agents, monitor performance, and manage communication workflows, while admins retain exclusive control over critical system settings such as billing, integrations, and user roles.
Who can assign the supervisor role?
Only company admins can assign the supervisor role to a user.
What can supervisors do?
Supervisors have extended permissions across Aloware admin and Aloware Talk.
In Aloware admin
Supervisors have permissions to monitor and manage account-level activities without touching admin-only configurations.
Lines – oversee inbound and outbound line activity to ensure communication is flowing effectively.
Ring Groups – they can track activity across all ring groups, ensuring calls are routed properly and departments are working as expected.
Teams – supervisors have visibility over Teams, allowing them to review how agents are grouped and how call distribution is managed. While they cannot create or delete Teams (admin-only), they can monitor team performance.
Imports – supervisors can view and manage contact imports to confirm that uploaded data is accurate and assigned correctly to lists or campaigns.
Lists – supervisors can create, edit, and delete lists, making it easier to organize contacts for campaigns, broadcasts, or power dialer sessions.
AloAI Voice Analytics – supervisors can review AI-powered call insights, such as keyword detection and sentiment analysis, to evaluate agent performance and improve conversations.
Sequences – supervisors can create and edit automated sequences to help guide follow-ups and nurture contacts without needing admin access.
Reports – supervisors can generate and view detailed reports on line usage, agent performance, and communication trends. These reports help in identifying strengths and areas that need attention.
Insights – supervisors can access real-time insights into call metrics, agent availability, and communication outcomes to make data-driven decisions.
Note: Supervisors don’t have access to high-level admin controls like billing, integrations, or user management. Their role is focused on monitoring, managing campaigns, and supporting agent performance.
In Aloware Talk
Supervisors in Talk focus on day-to-day communication workflows, ensuring agents stay on track and campaigns run smoothly.
Inboxes – supervisors can view all user communications by adjusting visibility settings. This allows them to review messages across SMS, calls, emails, and faxes for quality and consistency.
Team Inboxes – supervisors can oversee shared team inboxes, ensuring group conversations are being handled and no communication is left unattended.
Communications – they have access to review communication history, which helps in tracking customer interactions and providing support during escalations.
Contacts – with visibility enabled, Supervisors can manage contacts (create, edit, assign to agents, modify ring groups, or delete) to keep records organized.
Lists – supervisors can access and manage contact lists within Talk to support campaigns and outreach activities.
Power Dialer – supervisors can use the power dialer for outbound call campaigns, helping to manage high-volume communication efforts.
Wallboard – they can use barge (join live calls) and whisper (coach agents without the customer hearing) to provide real-time support and training.
Calendar – supervisors can add, edit, and delete events, ensuring that team schedules, follow-ups, and appointments are well-managed.
Tags – they can create, edit, and delete tags to categorize contacts, and apply tag-based actions for better segmentation.
Stats – supervisors have access to statistical data on call and message activity to measure team and campaign performance.
Broadcasts – they can create, send, and delete SMS/MMS broadcasts, ensuring campaigns are executed and monitored.
AloAI – supervisors can review AI-generated insights such as conversation summaries, tone analysis, or keyword highlights to guide coaching and performance improvements.
Settings – supervisors can access settings that personalize their own account.
Note: The Supervisor role in Aloware Talk is designed to give leaders visibility and control over day-to-day communications, helping them coach agents, monitor conversations, and keep campaigns running smoothly.
