Getting Started with Aloware

Welcome to Aloware! Let us walk you through the setup process from installing the software to getting your teams up and running with your new contact center solution.

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Setting up Aloware

Setting up Aloware only takes a few minutes. It is also available to download on almost any device.

Download Aloware Application

If you want to make calls on your browser, Aloware has a Google Chrome extension that allows you to call with just a few clicks. Aloware is also available to download for your Windows Desktop, Android Mobile, and for IOS users ( Mac and iPhone).

Integrations

Aloware integrates with your favorite tools to make your life easier. You can sync it with your CRM for up to date contact and customer information. There’s also an open API to automate almost anything and everything in your sales and support process.

Click here to learn more about the many CRMs we natively support and our API.

Click here to learn more about other integrations like Zapier and Slack.

Aloware Basics

Making calls in Aloware is as easy as 1 2 3! From the app dashboard, just click on the “+” sign on the upper right part of your screen select “Call” then dial the number on the dialpad.

Aloware Dialer & Dialpad

Aloware dialer is a virtual phone that works the same way on all devices; Aloware, HubSpot, Chrome Extension, Desktop App, and Mobile app.

  • ADD – Add an internal user or outside number
  • HOLD – Pause Call
  • TRANSFER
  • ADD NOTES – Advisor notes that has keyword list/reporting capabilities in HubSpot
  • ADD TAGS – Add keywords to help segment students
  • VM DROP – Leave an automated, pre-recorded voicemail with one button
  • CRM – Open students in the HubSpot CRM
  • SCRIPTS – Pre-determined scripts for advisors to utilize
  • PAUSED REC – Pause call recording for collecting sensitive information such as payments

Inbound Phone Setup

Lines

Lines are the core of your Aloware phone system: receiving Calls and text messages from the customer. Here you can buy new phone numbers, define greeting prompts, record calls, or set up IVR phone trees.

IVR

An Interactive Voice Responder (IVR), or a Phone Tree, is an automated menu on the phone that helps your callers navigate their way to the right department. IVRs have essentially replaced old-school receptionists. IVRs are also used to find out about a customer’s issue and categorize calls before answering them.

To read more about IVR click here

Ring Groups

Ring Groups are a set of Users that receive and answer your calls in a predefined order. Each ring group has its own, independent queue for calls.

Learn more about ring groups.

Call queues

Call Queues enable calls to be queued, where callers are kept in the queue while agents are on a call until the next available person is available to assist. You can modify your queue settings by enabling your “Smart Queue” option.

Learn more about Smart Queues and Call Routing

Contact Management

Adding contacts

This is the simplest way of adding a contact to your Aloware Account. Go to the contacts tab and click on the Add contact button.

Filtering contacts and tagging them

Aloware allows you to filter your contacts according to specific criteria. There are different ways to do it  like “Follow the sun filter“ or by “Tags

Tags

Account Tags – Categorize your contacts, prospects, and leads. You can create as many tags as you want for your account. Use tags to filter and enroll into automation/ mass sms. Learn more about Tags

Wallboard

Visual tool displaying real-time information about your metrics, advisor’s activity, calls, messages, emails, faxes, appointments, and reminders.

Learn more about Aloware’s Wallboard

Dashboard - Call, SMS Logs, and Voicemails

Aloware’s 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’s 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

Progressive and Predictive dialing campaigns using a  fully automated and smart dialer to call large lists of prospective students and talk to live persons only. It skips beeps, bad numbers, and voicemails. You can enroll from Lists or the Contacts Page in HubSpot.

The easiest way to add records to the contact dialer is through the Aloware Click-To-Dial Chrome Extension. The button to download is at the top of the page. The Aloware extension will allow you to add as many records to the PowerDialer queue as there are phone numbers on the page. 

Add records to the power dialer by creating lists or filtering contacts. HubSpot Lists or Contacts > Extension > Add to PowerDialer.

Learn more about Aloware’s PowerDialer

Automation

SMS – One powerful feature that Aloware offers is SMS Automation. This feature allows users to set and send automated message sequences that can be activated using triggers. This is perfect for warming up leads, following up, bulk messaging, and more.

 

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.

Learn more about Aloware’s Email Intake

Reporting

Aloware Reports allows 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.

Reporting Settings

Default Report Period – Sets a default duration in the Dashboard, Reports, and Activity pages.

Send Activity Reports On – When report sends. 

Send Activity Reports For – Choose “Today” or “Last 24 hours” for the duration of reports sent.

Daily Inbound SMS Report – Daily SMS reports. 

Admin: Daily Activity Reports – Daily reports to Account Admins.

Average Response Time is broken down by account, user, line, ring group, and more.

Read more about Reporting and Analytics

Settings

User Roles & Permissions

Admins – Admins have full access to everything. They can create Lines, add users, delete ring groups, change routing, or modify any contact.

Current Admins: Valerie, Jeff , Tyler, Stefani 

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.

Everyone in the Portal is an Agent.

End Clients: End clients are read-only accounts for your customers to see reports, performance, and listen to voicemail. End clients cannot take calls or respond to messages.

Read more about User Settings

Troubleshooting

Common Troubleshooting

Inbound Call Error Line Is Not Ringing From Ring Group

Outbound Call Error Codes 31201, 3120Microphone Error

Outbound Call Error “Sorry xyz” 

Ring Patterns Errors Missed Calls

Click Here For Aloware’s Knowledge Base

Click Here For HubSpot + Aloware Integration Settings

Click Here For HubSpot Caller Settings

Click Here For Troubleshooting Guide

Contact Information

Aloware Co-Founder/CEO & UAT Implementation Representative 
Anoosh Roozrock  I  anoosh@aloware.com  I  W: 855.256.2001

Aloware Customer Service
support@aloware.com