How to manage profile settings in Aloware
Profile Settings in Aloware allow admins to create and configure user accounts, define access levels, and assign communication tools based on each role. Setting this up correctly ensures every team member has the right permissions to do their job effectively.
Adding and configuring users in Aloware
Go to Users
Navigate to the Users section and click +Add User.
Fill in general information
Start by filling in the user’s general information. Provide their first and last name, along with their email address. The email is important because it’s where Aloware sends the setup link and password.
You’ll also need to assign a role. Roles determine what the user can do inside Aloware. For example, agents focus on customer communication, while supervisors or admins manage team settings. If you’re unsure which role to choose, refer to the user roles guide.
Configuring call handling
Next, decide how this user will handle calls.
If the user will take calls through Aloware, select Using Apps. This allows them to answer through the web browser, desktop, or mobile app. Make sure their microphone works and third-party cookies are enabled.
If calls need to be forwarded to a personal phone, choose Using Phone Number and enter a mobile or landline. This option is often used for call tracking.
If the user should not answer calls, such as a manager or supervisor, select Will Not Answer.
This setting means the user will never receive inbound calls routed through Aloware. Calls will skip this user automatically, even if they belong to a Ring Group or appear in its routing layers.
Although the user will not receive calls, they remain fully visible when managing ring groups. Admins will still see the user:
In ring group layers
In the user selection dropdown when adding or removing members
This makes it possible to include the user in ring groups for organizational or monitoring purposes, such as assigning them as a Watching user, without changing their call answering preference.
Enabling Will Not Answer does not change how calls are routed. The system continues to exclude the user from ringing, and Test Routing will show No under Can receive calls? for that user.
If you want to prevent missed calls, enable Backup Routing (Beta) to forward unanswered calls to a backup number.
User’s personal line
Assign a Personal Line so communications linked to it appear under My Personal Line in Aloware Talk. This acts as the user’s primary line.
Agent-specific features
Admins and supervisors can choose which advanced features to enable for the user. For example, you can:
Allow or disable text message handling if SMS is not part of their role.
Give permission to change contact ownership or modify contact inbox.
Enable call barge and whisper, which lets supervisors coach agents during live calls without the customer hearing.
Grant broadcast access for sending bulk messages and ringless voicemails.
Allow the ability to delete contacts, if their role requires it.
Enable Aloware Talk Lite, which provides a simplified inbox experience with limited functionality. This option is useful for users who only need basic visibility into conversations and do not require full Aloware Talk features
These options should be assigned carefully, since they affect how much control a user has over customer records and campaigns.
Finalizing setup
Once details are entered and settings are selected, click Add. The user will appear in the user dashboard, ready to use Aloware with their assigned permissions.