Setup Guide

Download Aloware Application

Aloware supports various devices to build better conversations and have the freedom to work on your preferred device. Whether you’re using your smartphone or your desktop, send a message or hop on a phone call with the Aloware app.

Integrations

Aloware Basics

Aloware Dialer & Dialpad

Inbound Phone Setup

Ring Groups

Ring groups are a group of agents that work together to answer inbound calls and SMS. It is a good solution for handling customer calls because

• it distributes calls and SMS from Lines to defined groups with an order of agents;
• it immediately rings all the available extensions and allows the nearest available agent to answer the call.

For example, your organization might want to set up a ring group for your support team. Calls could ring all the agents until someone answers, or it could ring all agents one at a time, in random order.

Aloware Ring Groups settings allow it to manage the following:

• Inbound calls
• Text Messages
• Missed Calls

Read more about Ring Groups in this article.

Contact Management

Wallboard

Aloware Wallboard displays actual metrics information calculated daily for monitoring, management, and optimization, where everyone is able to see and work towards targets.

It gives real-time data to the team, such as

• Number of total calls
• Number of answered calls
• Average Wait Time
• Appointment Sets, etc
• Monitor actual use statuses

Learn more about Aloware’s Wallboard

Dashboard – Call, SMS Logs, and Voicemails

Aloware Dashboard is a central place to view your agent’s activity, historical call records, and a list of all your calls, messages, and voicemails. Aloware Dashboard is live and does not require refreshes. You can also filter by date range and save your filter for future use.

Learn more about Aloware’s Dashboard

Filtering Dashboard Calling Data

Available filters include Direction (Inbound, Outbound, All), Answer Status, Call Disposition (Live, In progress, Completed, Missed), Talk Time, and Type (Calls, SMS, All). You can also filter by date range and save your filter for future use.

Learn more about Aloware’s Filtering

Advanced Features

PowerDialer

Aloware Power Dialer saves users’ time from the tedious process of manually adding contacts, making them more focused, efficient, and productive because

• it optimizes the user’s call process by automatically calling the contacts one by one from a created call list
• user can skip contacts whose time zones are beyond the usual business hours
• user can filter the contacts based on tags or engagements

The power dialer allows users to call a list of contacts one by one, which guarantees that no contacts are missed. Users who call using power dialers will always be present the moment a customer answers their phone call.

So, how does the Power Dialer work?

Power Dialer calls the next phone number on the contact list automatically if it reaches a contact who is busy, unattended, or disconnected. Businesses with a lot of prospects or contacts to call each day are advised to use it.

Learn how to make a call using Power Dialer in Aloware Talk.

Automation

Aloware Sequence is a feature that helps to initiate and nurture your business and customer relationships because it:

• Sends timely communication to the right targets, automatically
• Enrolls leads automatically with the right tagging
• Creates triggers and actions for a smooth business flow

Email Intake and Email Processor – many platforms today (including Facebook Ads, Yelp, Zapier, Nolo, eLocal, and 4Legal, among others) use email to transmit and sell lead data to their customers. Aloware email intake is a unique offering that converts formatted lead data from emails you receive into Aloware contacts. The contact can then be enrolled in workflows and receive automated SMS and calls.

Learn more about Aloware’s Automation

Email Intake and Email Processor – Many platforms today (including Facebook Ads, Yelp, Zapier, Nolo, eLocal, 4Legal among others) use email to transmit and sell lead data to their customers. Aloware’s email intake route is a unique offering that converts formatted lead data from emails you receive into Aloware Contacts. The contact can then be enrolled in workflows and receive automated SMS and calls.

Reporting

Aloware reports allow you to review and analyze your data using various types of reports depending on the data you currently need. Reports provide detailed information about Lines, Ring Groups, Users, Sequences, Broadcast, and Contacts.

Users

User Roles and Permissions

Admins – admins have access to everything. They can create lines, add users, delete ring groups, change call routing, or modify contacts.

Supervisors – include all the permissions of the Agent role, plus the ability to oversee Line and Ring Group activities, handle Lists and Sequences, and gain complete access to detailed Reports. This is done without granting access to critical features reserved for company admins.

Agents – agents have read access to all your lines, users, contacts, and sequences. Agents can make or take calls and send or receive messages from your contacts.

Troubleshooting