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Contacts Overview

Learn how you can manage your Contacts and utilize Aloware's mini-CRM in this post.

Written by Camille Padua,

Updated 2 weeks ago

Within your contact page, you can see (6) six columns that give you relevant information to ultimately manage your contacts. These are the following:

1. Name – It includes the First Name, Last Name, and contact’s primary phone number

2. Info – See the description below.

  • Owner – the user who owns or manages the contact (mostly an agent)
  • Disposition Status – the final status of a contact in a sales/marketing cycle
  • Initial Line – the line/phone number where you first engaged with the contact
  • Company Name – the company name for the contact (if any)
  • Location – Contact’s approximate location based on their phone number

3. Recent Engagement – You can see the latest engagement with the contact, either a call or a text, and the agent who did it, with the right timestamp.

4. Tags – You can see which tag (category) a contact belongs to.

5. Unreads – This will count the number of unread messages from a contact

6. Ops – Operations column where you can call, send SMS, MMS or FAX, or delete the contact.

Searching and Filtering

Navigating and managing contacts is easy with Aloware through the search and filter functionality! See below: 

By default, the list of contacts displayed is based on the most recent engagement. The contacts page is live and shows the latest information about your contacts. We use FILTERS to look for groups of people.

1. Search bar – You can search for contacts by phone number, First Name, Last Name, and Email.

2. New Leads –  A list of contacts that have no engagement yet. Useful for sales organizations.

3. Unanswered Leads – A list of contacts who have unread text messages.

4. Reset Filter – If you want to remove all the filters you chose, click this button.

5. Save as a Tag- You can save a tag for contact data filtered.

6. Date Filter – Find out the list of contacts created on the date range you chose.

7. Export- If you want to export into a CSV file all contact data or current view.

8. Filter – Allows you to filter a range of contact data based on the criteria you define.

Let’s define each criteria found on the  Filter screen:

Contact Properties

Line Type. A phone number can be filtered by their type: Landline, Wireless (mobile phone), VoIP (virtual line) and Other if we can’t determine the type. For example, if you select the landline as the line type and apply these criteria,  you will be able to see contacts who have landline numbers.

Additional Note: This filter works ONLY for the primary phone number. Each contact can have multiple phone numbers and each phone number can have a different type.

Intake Source. Whenever a contact is created in Aloware by an external or internal tool, it will show up as the Intake Source. There are different types of Intake Sources:

  • Hubspot, Pipedrive, Zoho, Guesty, etc. – when you pull contacts from these CRM integrations
  • Call
  • SMS
  • Form Capture
  • Email Capture
  • Imports

For example, when a contact is created in Aloware through a phone call, the Intake Source is “call.” When you select “call” as the intake source filter, you will be able to see all contacts created using a phone call.

Tags. Depending on how you want to use it, you can put tags on the contact, the call or both! The tag filter will show all contacts with the same tags. You can select multiple at the same time. 

Note: You can add multiple tags to contact and calls. See more information on how to add tags here.

Has Untagged Calls. If you’re using tags on calls, when you select the “has untagged calls,” you’ll be able to see all contacts that have calls without any tags. 

Untagged contacts. If you’re using tags on contacts, if you select “untagged contacts,” you will see all contacts without any tags.

Contact Status

Disposition Status. This is the final stage of the contact in a sales/marketing cycle. You can filter your contacts by their disposition.

Note: A contact can only have one disposition status. See more information on disposition status here.

Blocked contact. If you use this filter, you’ll be able to see all the contacts you blocked. You can block or unblock them as you please.

DNC (Do Not Call) Contacts. When you select this filter, it will show you all the contacts on the DNC list.

Note: Putting someone in DNC means the contact will never be put in any automation or bulk SMS. You also cannot un-DNC contact. Learn more about this here (link to engaging your contacts)

Attribution

Lines. Contacts can engage in different lines at different times. It could be your mainline or another Aloware number. In this criteria, you can filter the contacts that have engagement on a particular line. You can select multiple lines in your filter.

Users. You can filter and see contacts specifically owned by a user. You can select multiple users.

Other

Has Unread Messages. You can apply these criteria if you want to see contacts that have unread messages.

TCPA Approved. The Telephone Consumer Protection Act (TCPA) regulates telemarketing calls, auto-dialed calls, prerecorded calls, text messages, and unsolicited faxes. They have the authority to create the National Do-Not-Call List. The Federal Communications Commission (“FCC”) is empowered to issue rules and regulations implementing the TCPA. If you apply these criteria, you can see a list of contacts that have been TCPA approved. In Aloware, you obtain approval from your contacts that they can be contacted.

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