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
Want a hands-on setup experience? Try the interactive walkthrough guide to learn how to set up Teams step by step.
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 inboxes to teams to ensure efficient call routing. Additionally, they can modify team settings or delete teams as needed.
Also, supervisors do not receive calls routed through the inbox. Their focus is on managing team configurations rather than participating in the call routing process.
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 inboxes
Aloware teams simplifies call routing by making it possible to assign entire teams to inboxes instead of adding users individually. This approach reduces administrative tasks and applies the same routing logic to all team members.
When a team is added to an inbox, all its members are automatically included in the call routing process. This eliminates the need for adding users individually.
To manage inboxes effectively, navigate to the inboxes menu. Follow the steps on this guide on how to create a new inbox.
You can also convert your existing inbox users to teams, read here.
For example, if the inbox is set to "simultaneous," calls will ring all team members at the same time. Additionally, if needed, you can convert existing individual inbox users into teams for easier management.
Having the team association with an inbox will show up in the routing of a call directly, as seen in the screenshot below.
For example, assigning a team consisting of users A, B, and C to an inbox will ensure that all these members are included in the routing process without individual assignments.
If you want to see all inboxes that a team is associated with, you can view them in the team's page, under the associated inbox's section.
