What is Aloware Teams?
Aloware Teams is a feature for organizing and managing users within businesses, especially those with over 30 agents. It allows admins to create customizable groups for different departments (e.g., Sales or Support) to simplify managing user settings, contact visibility, call routing, and onboarding processes. This system provides efficient group management, making it easier to define roles and responsibilities across a company.
Step-by-step guide to setting up teams
Creating a team
Organizing users begins with creating a team that aligns with specific department or role requirements:
Log in to the admin dashboard from your Aloware account.
In the dashboard sidebar, locate and click the Teams option.
Click the +Add team button to start the process.
Enter the details for the team:
Team name - assign a clear and descriptive name (e.g., Sales or Support).
Description (optional) - specify the purpose of the team (e.g., Handles inbound sales inquiries).
Click create team to save. The team will now appear in the Teams menu and is ready for user assignments.
Adding users to a team
Admins can manage users more effectively by bulk-adding them directly to the relevant team:
Option 1: From the teams menu
Navigate to the Teams menu and select the team you just created.
Click the +Add Users button.
Use the search bar to find and select users by typing their names.
Select multiple users if needed, then click Add Users to assign them to the team.
Option 2: From the users menu
Go to the Users menu in the admin dashboard.
Search for the user's name in the list.
Click the "+Add to Team button and select the desired team.
Viewing and removing users
When a user is added to a team, you can view their activities by clicking the Activities button. This will show all communications made by the user.
To remove a user from the team, locate their name in the members list and click the "Remove" button. This will immediately remove them from all team-specific settings and filters.
Adding supervisors to a team
Supervisors can create and configure new teams by defining their descriptions, assigning users, and adding other supervisors. They can also assign Ring Groups to teams to ensure efficient call routing. Additionally, they can modify team settings or delete teams as needed.
Find the supervisors tab in the Teams dashboard.
Use the +Add Supervisors button to start the assignment process.
Search for the supervisor’s name or browse through the list of available users.
Click the Add Supervisors button to finalize the assignment.
Integrating Teams with ring groups
Aloware Teams simplifies call routing by making it possible to assign entire teams to Ring Groups instead of adding users individually. This approach reduces administrative tasks and applies the same routing logic to all team members.
To manage ring groups effectively, navigate to the ring groups menu. Follow the steps on this guide on how to create a new ring group.
You can also convert your existing ring group users to teams, read here.
For example, if the Ring Group is set to "simultaneous," calls will ring all team members at the same time. Additionally, if needed, you can convert existing individual Ring Group users into teams for easier management.
Having the Team association with a ring group will show up in the routing of a call directly, as seen in the screenshot below.
If you want to see all ring groups that a team is associated with, you can view them in the team's page, under the associated ring groups' section.
