How to set up user visibility settings in Aloware
Visibility settings in Aloware allow admins to manage what users can see and interact with. By adjusting these settings, you can control access to contacts, communications, phone lines, and reports based on a user’s role and responsibilities.
How to access the visibility settings
Log in to your Aloware admin account.
Go to the Users menu and search for the user you want to configure.
Click Settings for that user.
Select the Visibility tab to view and adjust available options.
How to configure contact visibility
Contact visibility defines which contacts a user can view and interact with:
Everything – the user can see all contacts across the account.
Team only – the user can see contacts owned by members of their assigned groups.
Owned only – the user can only see their own contacts.
How to configure communication visibility
Communication visibility controls whether a user can see other users’ conversations with contacts.
Everything – the user can see all communications they have access to.
Owned only – the user can see only their outbound communications and inbound messages from their assigned contacts.
How to limit agent's line visibility
This setting applies only to agents and is disabled by default. When enabled, the specified agents will not see IVR or Dead End lines in their line selector or team inbox. Individual agent restrictions can still be configured as needed.
When to use this setting
Your IVR setup is owned by a separate team. If a specific team builds and maintains your call flows, turn this on so regular agents don't accidentally open or change IVR lines they aren't responsible for.
Agents only need their own call queues. Hiding IVR and Dead End lines keeps the line selector and team inbox short, so agents see only the lines they actively work.
You want to limit access without changing what agents can do day to day. Agents keep full visibility of regular phone lines, so their normal calling and texting workflow isn't affected.
How to assign reporter access
Reporter access is designed for users who only need to view analytics and reports. They will not have the ability to contact or interact with customers. The user will now only be able to view reports, graphs, and tables in Aloware.
