Route every call to the right person
Aloware's call routing sends every inbound call to the right rep automatically: by skill, language, schedule, team, or what your CRM already knows about the caller, like deal stage, contact owner, and lead status. Callers stop repeating themselves, and hot leads reach a human fast.
on
by 300+ verified sales teams.
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Why Aloware?
Smarter routing, happier customers
Send calls where they'll convert
Route inbound calls to the best-fit rep by skill, language, region, or department, so every caller gets someone who can actually help on the first try.
Stay responsive, even after hours
Schedule-based routing and fallback logic cover nights, weekends, and volume spikes. Callers get a voicemail or callback option instead of a dead end.
Route by what your CRM knows
Build rule-based flows on live CRM data: deal stage, contact owner, location, or lead status. A hot lead rings its owner directly; a support caller lands in the right queue.
Fair distribution with team Inboxes
Aloware's Inbox (the evolution of ring groups) spreads calls evenly across a team. Available reps pick up, busy reps aren't interrupted, and no caller gets buried.
Our Features
Feature set: Built for intelligent call distribution
Make sure every call lands in the right hands, without delays or confusion.
Skills-Based Routing
Match callers to agents based on expertise, language, or role.
Team Inbox
Route calls to specific groups of users based on department or function.
Round-Robin Distribution
Evenly distribute calls among available agents to avoid overload.
CRM-Based Routing
Use contact data like lead status, location, or owner to direct calls.
Time-Based Routing
Route calls differently based on time of day, day of week, or holidays.
Voicemail & Callback Options
Offer callers the choice to leave a message or request a callback.
Overflow & Fallback Rules
Handle high volumes or after-hours calls with backup routing logic.
Rep Availability Detection
Send calls only to available reps based on live presence.
Connects to the CRM your team already uses
Connect Aloware to your favorite CRMs and tools. Whether through native integrations, open APIs, or Zapier, your workflows stay smooth and synced.
Testimonials
Why growing teams rely on Aloware
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The automated dialer feature is a huge plus, allows me to put all my leads in a list and blast the phone really fast. if the customer is not available (which is usually the case) I send them a text automatically."
Kevin Ramproop
CTO at Express Trucking Group
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Aloware introduced us to SMS marketing for home sellers and wholesale real estate. We’ve been able to triple our homes under contract acquisition with Aloware SMS marketing and dialer combined."
Hayato Hori
CEO at RocketOffr
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I am a manager who is using Aloware for our team of 100 SDRs. I love the support that Anoosh and Sohrab have given us. When we experienced an issue we were able to reach out to them directly to get it fixed. I also liked the flexibility that they provided us, by customizing and tailoring Aloware to our needs."
Patricia Araiza
Manager, Sales Development at GoSite
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Everything about Aloware is amazing. They are really creating a phone system of the future and every time we have an idea, they implement it ASAP. Its exciting to be apart of something so revolutionary and seeing it grow everyday into a more and more powerful too, helps us become a ever more efficient company."
Ryan Buswell
CEO at JustPressOne, Inc.
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I like the in-depth configuration; and the support team, they are quick and punctual, and they report any significant issues to the engineering team; just about anything you’d want out of a call system Aloware offers."
Patrick D.
Construction
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Aloware works well and gets the job done and I thoroughly enjoy the mobile application as well. It helps me conduct business on the go and always be available for my leads."
Samantha S.
Call Center Supervisor
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I love all of the customization options. Our usage is a bit unique. They are taking the time to help implement a process that works best for our agents."
Dave N.
Sales director
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Aloware works well and gets the job done and I thoroughly enjoy the mobile application as well. It helps me conduct business on the go and always be available for my leads."
Brandon S.
Assistant Director of Admissions
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I love how you can use Aloware within HubSpot. I’m able to work off of one page instead of multiple pages."
Erica C.
Customer service rep
Frequently asked questions
What is call routing?
Call routing is the system that decides which agent, team, or destination receives an inbound call based on rules you set — things like who's available right now, what time of day it is, what the caller chose in the IVR menu, or what your CRM knows about the caller. Done well, it gets every caller to the right person on the first try with the shortest possible wait. Done badly, it's the reason customers spend ten minutes getting transferred between departments. Aloware lets you build the rules without code.
How does call routing work?
When a call comes in, the routing engine evaluates a sequence of rules in order: is this caller a known CRM contact (route to their account owner)? Is it after business hours (route to the night queue)? Did they press 2 in the IVR (route to the support team)? Are any reps available right now (route to the available rep)? If no rule matches or no one's available, fallback logic kicks in — voicemail, callback request, or AI voice agent. The whole evaluation happens in under a second, before the caller hears the second ring.
What's the difference between call routing and call forwarding?
Call forwarding is a one-step redirect — calls to one phone number get sent to another, full stop. Call routing is conditional and multi-step — it evaluates who's calling, when they're calling, what they need, and who's available, then sends the call to the best destination from a set of options. Forwarding is "send this to my cell phone." Routing is "send VIP customers to their account manager during business hours, send support inquiries to the support team, and send everything after hours to voicemail with a callback offer."
What is skills-based routing?
Skills-based routing matches each inbound call to the agent best equipped to handle it, based on skills you've tagged them with — language, product expertise, account size, certifications, etc. Instead of a Spanish-speaking customer landing on a random English-only rep, the call goes directly to a Spanish-speaking agent. Instead of an enterprise account hitting a new SDR, it goes to a senior AE. The result is fewer transfers, shorter handle times, and higher first-call resolution.
Can I route calls based on data in my CRM?
Yes — and this is one of the higher-leverage routing patterns. Aloware reads contact properties directly from HubSpot, Salesforce, GoHighLevel, Pipedrive, and others, so you can build rules like "if this contact's Account Owner is set, route directly to that rep" or "if Lifecycle Stage is Customer, send to support; if Lead, send to sales" — without scripting or middleware. Routing decisions happen on the live CRM record, so as your team and territory assignments change, the routing follows automatically.
What's the difference between an Team Inbox and a call routing rule?
An Inbox (previously called a Ring Group in Aloware) is a set of agents who collectively handle calls for a specific function — your support team, your sales team, your AE pod. Call routing is the rule that decides which Inbox receives a call in the first place, and how the call is then distributed inside that Inbox (round-robin, skills-based, longest-idle, simultaneous ring). Routing is the "where," the Inbox is the "who," and they work together so calls get to the right group and then to the right person within it.
How does call routing handle after-hours and weekend calls?
You build a schedule-based rule that distinguishes business hours from off-hours, weekends, and specific holidays — each with its own routing logic. During business hours, calls might route to your live sales team; after hours, the same calls might route to an AI voice agent, a voicemail-and-callback flow, or an on-call rep's mobile. The schedule is set in the same no-code builder you use for everything else, so you don't need a developer or a separate "after-hours system" to maintain.
What happens when no agent is available?
Fallback rules take over. You define what should happen when every rep is on a call, away, or out of office — typical options include sending the caller to voicemail with a callback offer, routing to an AI voice agent that can handle the request end-to-end, ringing an overflow team, or transferring to a backup mobile number. The fallback chain can have multiple steps, so if option one isn't available, the system automatically tries option two.
Can I evenly distribute calls among my team?
Yes. Round-Robin Distribution sends each new call to the next agent in rotation, so workload stays even and no single rep gets buried. You can also choose other distribution modes inside an Inbox — longest-idle (the rep who's been off the phone longest), simultaneous ring (everyone's phone rings at once, first to answer wins), or skills-weighted (priority to the best-matched agent, fallback to anyone available).
How is call routing different from an IVR?
An IVR is the menu the caller hears — "Press 1 for sales, 2 for support." Call routing is what happens after the press. The IVR collects the caller's intent; the routing engine takes that input, combines it with everything else it knows (CRM data, time of day, agent availability), and sends the call to the right destination. You can use them together (most teams do) or run routing without an IVR at all — for example, sending every inbound call from a known VIP straight to their account owner without ever playing a menu.
Can call routing use AI?
Yes, in two layers. Rule-based routing handles the instant decisions using live CRM data. On top of that, AloAi Voice Agents can answer the call first, handle the routine reason it came in, and transfer to the right human the moment the conversation needs one, with the context passed along.
What does call routing software cost?
Call routing and IVRs are included in every Aloware plan, starting with iPro + AI at $30 per user per month (10-user minimum), with startup packages for teams of 3 to 5. There are no per-minute charges on manual agent calls to US and Canada numbers. Current plans are on the pricing page.
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