Salesforce Native Integration and Dialer
Salesforce users have a huge reason to celebrate—Aloware is now officially a native integration! This makes using Aloware with Salesforce even more seamless, while opening up worlds of more potential for integration enhancements. The first of these is our improved Salesforce dialer, which now reflects our Talk dialing experience.
Simply click the phone icon next to any Salesforce lead or contact, and our native dialer appears. Select your desired line, and you’re ready to call right within Salesforce—no tab switching required. Just like in Talk, you now have access to convenient dialer features like mute, hold, transfer, call park, and voicemail drop. You can also easily enter notes, tags, and scripts for quick reference on calls.
Once you’ve wrapped up a conversation, you can add contact and call dispositions right from Salesforce and instantly see related logs appear in the CRM. To enable this native click-to-dial feature in Salesforce, just find the proper tab under Integrations in your Aloware dashboard and follow this step-by-step installation guide.
Now you’re ready to boost your team’s productivity with simplified calling in-CRM. Happy Salesforce dialing!
Live Call Management in Communication Logs
Now you can manage your team’s calls while they’re in progress within Communication Logs! Active calls will now appear in a distinct color at the top of your screen as they occur, and you have the option to end them by clicking the terminate button in the adjacent Operations menu.
New call, SMS, and voicemail updates will appear in your team’s Communication Logs without refreshing your screen—so you can sit back and monitor your agents’ activity as it’s happening! This makes Communication Logs even more conducive to team management, so you never miss an update while reviewing records there.
Shareable Filters in Communication Logs
Ever create a helpful Communication Logs filter and wish you could share with colleagues? Now you can with a convenient link copy! Access the Filters tab to set up your preferred personal or company filter (or find an existing one) and copy its corresponding browser link. If you send that link to a colleague, they’ll see the same filters applied to their Communication Logs when they open it. Now that’s some efficient team collaboration!
Efficient Team Inboxes
Working within a ring group just got easier with our new Team Inboxes! If you’re part of a ring group—either as a connected user interacting with customers or a watching user monitoring activity—-you’ll share a communication inbox with the other group members. And if you’re part of multiple teams, each of their inboxes will appear in your list.
Access the Team Inboxes tab within Talk to catch up on your team (ring group) activity. Search communications by contact name or number within each inbox, and choose between two log view options—Threaded and Unthreaded.
Your Unthreaded view organizes logs by contact and condenses multiple communications from the same contact into one entry. (This is similar to how call and SMS logs appear in your smartphone.) Alternatively, the Threaded view does not group logs by contact but shows every communication as a separate entry in chronological order.
If you’re working with a lot of Team Inboxes, you can minimize them while reviewing communications with a collapsible menu. You can also use the search bar to locate specific inboxes. These changes provide a more efficient approach to collaborating on customer outreach as part of a team.
Improved Ring Group Management
Creating new ring groups, managing notifications, and controlling Team Inbox settings is a breeze thanks to our simplified setup process. Just navigate to Ring Groups in your admin dashboard and click on the one you want to manage. Here under the General tab, you can create new layers and add/remove connected users (active participants) and teams.
To coordinate workflows, head over to the brand-new Manage Team Inbox tab, where you also have the option to add watching users (monitoring supervisors.) These members will receive missed and abandoned call notifications but won’t be able to answer calls.
You can also coordinate which team members will receive AloAi Voice Analytics notifications from this tab. Simply toggle on the corresponding switch to enable AI call transcript summary updates for any of the user categories listed below. (You can customize the combination of categories to your preferences.)
This streamlines your control over ring group participation and visibility, so you can quickly build and execute smooth collaboration.
New Teams Admin Tab
Managing your organization’s ring groups has never been easier, thanks to our new Teams tab! Here you can view all ring groups at a glance while quickly accessing their settings and activity, or deleting them from the side panel menu.
To add a new ring group, simply click the Add Team button on the top right of your screen. Here you’ll see General settings, where you can enter a team name and description. Then navigate to the Users or Supervisors tab to add/remove members of each respective cohort.
You can also easily click to view your ring group’s communication metrics (and any associated ring groups) from the Teams tab. Now that’s some smart management!
Streamlined CSV List Import
Now you can easily import new CSV contact lists using our streamlined list management utility feature! Simply navigate to Lists in Talk and click Add List at the top right of your screen, followed by the Import From CSV option. This takes you to our new Import Wizard, which guides you through a few simple upload steps.
Acknowledge the DNC agreement for compliance purposes, then drag and drop the desired CSV file (or browse your device) to upload. Review your data, create a list name, and choose among several guided organization options— like updating existing contacts and creating a separate contact for each phone number.
Say hello to smoother contact management with our list import wizard!
