How to set up personalization settings in Aloware
The personalization tab in Aloware lets you customize how your account behaves after login, how contacts are displayed, and how calls and messages are handled. These settings help agents manage their workload more effectively while giving admins options to enforce rules across the account.
Accessing the personalization tab
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 Personalization tab to view and adjust available options.
Enabling AloAi voice analytics
Aloware offers AloAi voice analytics, which analyzes recorded calls to provide insights into conversations. Enabling this feature allows agents and admins to track voice data, measure performance, and review customer interactions more effectively.
To enable at the company level, go to Accounts > AloAi Voice Analytics.
Using the URL shortener
Aloware includes a built-in URL shortener for SMS and MMS. When enabled, long links are automatically shortened to save character space in messages and make texts look cleaner. This feature helps improve message deliverability and presentation.
Keeping your status available after login
By default, Aloware marks agents as Offline when they first log in or if they stay idle for 5 minutes. If you want agents to remain Available, you can enable this setting in the personalization tab.
When enabled, agents will stay available even after logging in or being inactive.
Admins can also enforce this rule in the Account menu so all users follow the same behavior.
For mobile app users, calls are always routed to the app. For desktop users, status is considered online when logged in, and the connection test is not required.
Setting wrap-up duration
Wrap-up time gives agents a short break after finishing a call before moving on to the next one. In the personalization tab, you can adjust how long this duration lasts.
For example, if you set the wrap-up duration to 30 seconds, the agent will have that time before becoming available for the next call.
Admins can also enforce wrap-up duration rules for all users from the Account menu.