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Engaging with Contacts

The Contact page is divided into two panes, the left pane contains the contact controls while the right pane shows the engagement activity.

Written by Camille Padua,

Updated 3 months ago

Inside the contact page is the name of the contact, primary phone number, and time (in their timezone) based on their phone number.

Contact Options (left pane)

Calling your contact 

When you click the call button, it will automatically call the contact. The dialer appears at the lower right of the screen. For more details on what the dialer can do, see this.

By default, the button will dial the primary number. If you want to call the secondary numbers, scroll down to the left pane and click the call button beside the number you want to call.

Texting your contact

When you click the text button, you will be redirected to the message bar. You can now type what message you want to send to the contact.

Aloware added the feature + Add Variable, a list of variables will show that you can include in your text. This option is discussed in more detail in our Bulk Messaging article

When you are done creating your message, click send or press enter.

Variable Example:
Contact name: Michael Stark
Message: Hi [FirstName], are you available now for a call?
Result: Hi Michael, are you available now for a call?

If you have multiple lines, you can choose which one you want to use to send the text message. In the lower right screen, there’s a dropdown that lets you choose the line you want to use.

By default, the system will send the message to the primary phone number. If the contact has multiple phone numbers and you want to send a text to their secondary number/s, simply click the message icon beside the number you want to send the text to. 

Alternatively, you can check the upper right portion of the message screen and you will be able to see a dropdown where you can select the number you want to text.

Note that text messaging only works if the contact is using a mobile phone. Most landline numbers do not accept text messages.

To find out whether the message was sent, you can check the message screen.

An indicator (!) will show if the text message failed.

A checkmark (✓) will show if the message was sent successfully.

Blocking the Contact

Clicking this will block the contact from calling or sending a text to you. This is a great way to prevent spam calls. 

Do Not Call (DNC)

This serves as an alert or reminder to whoever gets to touch this contact to think twice or do a careful review on the account before trying to contact the person. This button disables the contact from being enrolled in automation sequence, broadcasts and power dialer, however, you can directly call or text the contact manually. Note that when an Agent tags the contact as DNC, this cannot be undone.

Setting an Appointment (Appt)

Clicking this button will set up an appointment with your contact. The user will be asked to put the date, time and necessary information. This will show in the right pane as an engagement activity in the contact. A notification will be sent to the user 15 minutes before the scheduled appointment. Note that Aloware will not send an invite to the contact. That functionality is reserved for the CRM

If you have integrations enabled, appointments will be reported to CRMs as Meetings, the CRM can then send a calendar invite to your contact. 

Writing a Note

Click the note button if you want to put a note on the contact. It will show up in the activity screen on the right pane.

Setting a Reminder

You can set a reminder to remind yourself to call or text this contact at a certain time and date. Simply put in the date, time, and the info on the reminder notes and you will be notified based on your Notification Settings as a User.

Power Dialer

If your account has Aloware PowerDialer enabled, this button will push the contact to the end of your power dialing queue. For more details, please see our article on the Aloware Power Dialer.

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