Improvements

• Compliance Changes
• Extensions in IVR
• Mark Phone Number As Unusable (Wrong Number / Invalid)
• Deal & Ticket Based Workflow Support For HubSpot
• Fixes & Small Changes

Compliance Changes

• Renamed Caller ID to Call Mask to prevent confusion with Caller ID (CNAM).

• Renamed Caller ID settings under Account & User settings to default outbound line to prevent confusion with Caller ID (CNAM).
  
  
  
  
  
  
  
  
  
  

Extensions in IVR

• Extensions will now be listed in descending order.
• Added a reasonable pause between playing each extension information.

Mark Phone Number As Unusable (Wrong Number / Invalid)

There are two scenarios where a contact's phone number can be marked as unusable; the first is through manual flagging. Users or agents can now manually flag a contact's phone number as Wrong Number. The second one is through our carriers. When we message, call, fax, etc. a contact, our carriers might return an error indicating that the number is invalid and in these cases we will automatically flag that number as invalid.
Learn more

Manual Flagging

To manually flag a phone number as a wrong number, users can check the phone number configuration screen under the contact page by clicking on the edit button next to the phone number. There is now a checkbox where they can flag that number as Wrong Number.

📹 Demo

Carrier Flagging

There are multiple scenarios where a contact's phone number can be flagged as invalid but all of them boils down to our carrier returning an error when using their service such as texting, calling, etc.

Note: Phone numbers flagged as invalid cannot be reverted.

Flagged by Texting

When texting a contact and our carrier returns an error, the phone number being used will be automatically flagged as invalid and will not be usable anymore on our texting service.

📹 Demo 

Flagged by Faxing

When sending a fax and our carrier returns an error, the phone number being used will be automatically flagged as invalid and will not be usable anymore on our fax service.

📹 Demo 

Flagged by Calling

When calling and our carrier return an error, the phone number being used will be automatically flagged as invalid and will not be usable anymore on our calling service.

📹 Demo

Prevent Services if Phone Number is Unusable

There are multiple services that a Contact with an unusable phone number is ignored. These services are PowerDialer, Sequences, and Broadcasts. These services will check first if the provided phone number is flagged wrong or invalid, and if so, the contact will get ignored.

Disabled contact actions in the Contact Screen

📹 Demo

Ignore the contact enrollment to Sequences, Broadcasts & PowerDialer

📹 Demo

Deal & Ticket Based Workflow Support For HubSpot

Aloware now supports Deal & Ticket-based workflows in HubSpot:

HubSpot Deal & Tickets now support the following actions:

• Send message action
• Add to user’s Power Dialer action
• Enroll to a sequence action
• Disenroll Action

Why is this important?

• Sales teams can use deal based work flows to send custom messages based on custom deals
• Example use case - Contact visits auto dealership website and fills out a form to learn more. Using a deal-based workflow, HubSpot can now automatically set the deal status and send out a custom message to the contact.

Added creator type of communication to all Aloware communications as a new property under the communication details page.

Learn more

Fixes & Small Changes

• RVM Rejection Reasons
  Added rejection reasons to RVM just like SMS/MMS/Fax on fake communication objects.
  
  
• Progressive Dialer Fishing Mode
  Added progressive dialer support for the fishing mode-enabled ring groups.
  
  
• Terminate (Manual Dequeue)
  Added the terminate button to the Queued Monitoring section of the Wallboard for callback requests and queued calls.

• Timezone - Atlantic Standard Time
  Added Atlantic timezone option to timezone selectors.
  
  
• Sequence - Holidays Update
  Banner now displays if Sequence stops for US holiday. See supported US Holidays
  
  

  Improvements

  Improvements

UnDNC on SUBSCRIBE/START Keywords

1. Aloware will automatically UnDNC a contacts if the contact sends any of the following keywords over SMS:  start, unstop or subscribe
   
   📹  Demo
   
   

Phone Numbers In Import Logs

1. Added phone numbers column in import contacts logs to help users understand which phone numbers skipped or failed to import. 
   
   
   📹  Demo
    

New VM Notifications With Transcription

1. Improved voicemail email notification

2. Added transcription to communication details & communication info page

Press 1 To Leave A Voicemail Option For Lines

1. Added a new line Missed Call settings that requires contacts to press 1 during to leave a voicemail

2. Restructured Line Missed Call settings to be more intuitive

Fixes & Small Changes

• Added New Throttling Options up to 250/min to Sequences+
• Fixed Local Presence Phone Numbers Missing Geo-Location Issue
• Fixed Line Phone Numbers Capability Issues

• Modified our call notes to further explain the routing for tracing purposes

  • Routed to {USER_NAME} user voicemail
  • Routed to {RING_GROUP_NAME} ring group voicemail
  • Routed to {LINE_NAME} line voicemail
• Detailed Access Log For Sequences+
• Duplicate Contact Support For Aloware HubSpot Workflows Send SMS Action
• Added clickable list links to Aloware Talk 
• Fixed Broadcast Time Picker Modal Bug

• Reduced fax file icon size on communication logs table

  • Truncated file names with more than 40 characters
• Account - Exports Tab Optimization through lazy loading
• ADF/XML Reformatting
• Disabled rent phone number button while renting is in-progress
• Increased Tags page speed on some pages
• Fixed User Personal Voicemail Bug

Easier to Use Broadcast Scheduler

Broadcast scheduler is now more intuitive.

Hover over Communication's Relative Timestamp to See Absolute Timestamp

Contact communication timestamp changed to a new format and supports an absolute time tooltip

Treat Returning Contacts as New Leads

Created a new setting under Account > Contact Settings named New Lead Settings. If turned on, existing contact will be redefined as a new lead if coming from automated intakes sources (webform, api, etc.) 

Send SMS Notifications to Custom Phone Number

Added a new setting under User > Notification Settings for a custom SMS notification number

Desktop App Updates

1. Aloware Automatically Notifies Admin if Integration is No Longer Connected 

When a company's integration connection breaks, Company Admins (with Integration Reports notifications enabled) will receive a warning email and next steps if an integration becomes disconnected.

Additionally, we've added an error label next to the integration in case it becomes disconnected.

2. New Sequence Setting - Prevent Enrollment if Contact is Communicating (or has Already Communicated) with an Agent

Keep your contact out of a sequence if you're already talking to them. When enabled, if a contact decides to text or call your lines immediately after submitting a form etc., they won't be enrolled into the sequence.

3. New Sequence Trigger - Add Contact if DNC Status Changes

Added a new trigger that allows you to enroll a contact into a sequence if their DNC Status is added or removed.

Contacts Page - New DNC Filter

We have updated the contacts page DNC filter switch to give greater functionality. It now has 3 options:

1. All Contacts (with and without DNC) [default option]
2. Only contacts with DNC
3. Only contacts without DNC

Daily DNC Report

We have added a daily DNC report setting to the bottom of Account > Reporting Settings. By enabling this setting, company admins will receive a daily DNC report every day at 6 PM (based on company timezone). We will not send a report if there are no DNC contacts.

Account > Reporting Settings > Daily DNC Report

DNC Report Email

Calling Settings - Reject & Archive Communications From Blocked Contacts 

By default, Aloware doesn't route communications from blocked contacts, however, they still appear in logs and reports. We have added the "Reject & Archive Communications From Blocked Contacts" setting to the bottom of Account > Calling Settings. By enabling this new setting, Aloware rejects and archives communications from blocked contacts, therefore, preventing these communications from appearing in call logs or reports.

Import Timeline

We've created a new status timestamp tracker for imports. You'll be able to track the progress of imports from when they were created, queued, completed, etc.

To show the Import Timeline screen you'll need to click the Show Import Logs button and when the dialog shows, click on the Timeline tab.

Trigger:

Timeline Tab: 

Import Timeline: Will display the progress of the import from when it was created to its latest status.

We are tracking:

• Queued => the import is now being queued.
• Started => the import process has now started.
• Stopped => import manually stopped by the user.
• Re-queued => there are instances, on big imports, where the import process exceeds the maximum time a job should be executed and the job will fail. The import process should be restarted and the job will get re-queued again. This status will track that instance.
• Re-started => instance related to maximum execution time, the job has been restarted after being re-queued.
• Completed => the import process has been completed.
• Failed => import failed.

Old Imports: Aloware will display a text stating that the previous imports will not include the import timeline data.

New Usage & Cost Screen

We've revamped the usage screen with a fresh new look and more optimized experience. This enables the admin to more easily see a breakdown of the account’s usage and spend. 

=>Single Send RVM API

Drop a single RVM (Ringless Voicemail) audio to a contact via an audio URL that can be frictionlessly triggered through the API. API Documentation is in Integrations > RVM API => https://app.aloware.com/integrations?tab=rvm_api

Two-Legged Call API 

A two-legged call is when you first call an agent using the phone number given and after agent answers the call, make an additional call to the desired contact. Remotely establish a two-legged call between an agent and a lead all via the API. API Documentation is in Integrations > Two Legged Call API => https://app.aloware.com/integrations?tab=two_legged_call_api

Aloware Now Supports Zoho Lead to Contact Conversion

We've further intertwined out integration with Zoho enabling agents to seamlessly update both contacts and leads in Aloware with immediate data sync on Zoho. 

Aloware can now continue syncing communications (calls, SMS) to the Zoho contact record--even if it was converted from a lead.

Now, if Aloware can’t find a Zoho lead for an Aloware contact, it searches Zoho contacts for the record. Once the Aloware contact is found, Aloware re-links the Aloware contact with the Zoho contact record.