Understanding Inbox settings in Aloware
Inbox settings in Aloware help admins manage the Inbox efficiently within Aloware Talk. These filters streamline communication by categorizing conversations based on meaningful criteria that support your team's workflow.
Accessing inbox settings
In Aloware admin, navigate to the Accounts menu, then select the Inbox Settings tab to configure your Aloware Talk inbox and filters.
Contact task status settings
Contact task status helps your team track the progress of customer interactions from initiation to resolution. This feature provides visibility into customer engagement stages.
When enabled, agents can easily track conversations through Open, Pending, and Closed statuses. This visibility allows agents to ensure no customer inquiry falls through the cracks. For example, support agents can mark complex technical issues as Pending while waiting for engineering input, then close them once resolved.
When disabled, the inbox focuses purely on filtering conversations without status tracking. This simplified view may be preferable for teams with straightforward workflows or those using another system for task management.
Creating company wide inbox filters
Company filters provide consistent views across your entire organization. Instead of each agent creating their own filters, admins can establish standardized filters that align with business objectives.
To create a company filter, click the +Create filter button for calls and recordings, messages, voicemails, or inbox.
These company-wide filters can be found in Aloware Talk > Inbox > Filters > Company Filters.
Practical filter examples
Qualified calls - a filter showing qualified inbound calls can display talk time greater than 2 minutes within a 30-day date range. This helps identify meaningful customer conversations that might require follow-up.
Missed call recovery - filters can display all Missed or Abandoned calls from the current day, grouped by Ring Groups. This allows team leaders to quickly redistribute callbacks and prevent potential lost business.
New lead qualification - design a filter showing only First-time Communications across all channels. This helps sales teams quickly identify and process new inquiries requiring immediate qualification.
Line-specific support - create a filter that isolates communications from dedicated support phone lines (Lines) to help support managers focus exclusively on customer service interactions without sales-related communications.
