announcement Updates: Contact Task Status, Smarter SMS Routing, API functionality & Improved security

Exciting updates ahead - we’ve got great updates and improvements based on all of your valuable feedback! Here are the highlights for this week:

1. Enable/Disable Contact Task Status at the account level 
2. New SMS Routing for Ring Groups to enhance operational workflows and boost agent efficiency. 
3. New Users API functionality helps enable advanced automation 

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✅ Enable / Disable Contact Task Status

We've made some changes to the contact task status feature in Talk Inbox. Now, you have the option to enable or disable this feature at the account level. If you choose to enable it, everything will work as usual with Open, Pending, and Closed statuses displayed in Talk Inbox and contact pages.

On the other hand, if you decide to disable it, the contact task status functionality will be removed from Talk Inbox and contacts will be displayed based on your set order and filters. Also, status controls and audit information will no longer appear in the contact details view.

Note: Contact task status will be disabled by default on all newly created accounts. The contact task status will remain enabled for existing accounts, allowing accounts to enabled or disable at their discretion.

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🔁 New SMS Routing for Ring Groups

We introduced a new routing feature within the Ring Group settings to route incoming text messages to the most recent agent who called or messaged the contact, regardless of ownership. 

This improvement is a direct response to customer feedback, providing a significant improvement in operational workflows and boost agent efficiency. This more intuitive SMS routing system will provide better customer continuity with a more personalized experience and positions Aloware as a flexible and adaptable platform, allowing for more customized workflows. 

This feature allows for more dynamic message routing: incoming text messages are now correctly routed to the most recent agent who either called or messaged the contact, superseding the ownership status. The Ring Groups settings page has been enhanced with a new routing option featuring clear and concise instructions.

 To fully leverage this feature, companies should use the communications filter in messages to view all messages owned directly by a specific user.

Communication Owner Filter

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🚀 New Users API

A new API has been added in Aloware’s integration settings named Get the list of users. When this API is called with the unique API token of the account, it retrieves the list of users to the designated API endpoint. This functionality helps to enable advanced automation within Aloware's APIs and integration.

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🐞 Bug fixes and performance improvements

We deployed lots of performance improvements and fixes including: Talk-Supervisor Role Updates to Contact Owner, Notification setting, Loading indicator on Contacts Lists, Webhook Event Transcription triggering, call quality improvements, and much more! Contact technical support for more details. 

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As always, we're committed to providing the best possible experience for our users, and we hope you enjoy this latest update. 

If you have any questions or feedback, please don't hesitate to reach out to our support team at support@aloware.com.

Exciting news! We're unveiling a series of updates designed to improve functionality, increase efficiency, and streamline your communication processes. You'll find all these features enabled in your account now.  Learn more about the latest updates...

🗂️ New Vertical Design for Account Settings Page

Introducing a new vertical scroll settings page that enables users to easily navigate through numerous settings in a single view. This design feature will gray out inaccessible options, while also incorporating a convenient "On this Page" sidebar on the right for swift access to all settings available on the current page. 

                                                                    New General Settings Page in Account Settings

📌 New 'Add to PowerDialer' from the Contacts Page

Have you ever wanted to select thousands of contacts at a time to add them to a PowerDialer queue? Now you can, with just a few simple steps! A new button has been added in the contacts menu, so that users can swiftly add all their contacts to the power dialer queue. This streamlines the process when users need to add multiple contacts without leaving the contact menu or managing selected contacts directly in the power dialer.

🌐 Bulk Actions in Power Dialer

New! No longer do you need to scroll to select thousands of contacts at a time. Instead, a "Select all" feature is now available in the contacts list having for the Power Dialer.  Available in both the Power Dialer and contacts menu, enabling users to quickly choose all existing contacts - for any size list!

🔮 Did you know Aloware has an Android mobile app? Check out the latest updates!

My Personal Line Quick Filter: This feature enables you to access communications related to your personal line with just one tap, simplifying how you interact with your messages and calls. For the ‘My Personal Line’ quick filter to be enabled, at least one line must be routed to the user within the Lines > Routing & IVR settings page, and a line must be selected for the ‘User’s Personal Line' on the Users > Profile Settings page.

New ‘All’ Inbox Status Filter: This filter allows you to view all communications, regardless of status, in one unified list. It’s automatically enabled for all users, making it easier to track open, pending, and closed communications without any additional setup.

💹 Reports: Export Current View

A new export feature has been incorporated into Classic for the Lines, Ring Groups, Users, Sequences, Broadcasts, CSAT, and Contacts reports. This feature enables users to create a CSV file containing precisely the data visible on the reports page, retaining any filters and table columns configured by the user. The CSV file now has two options: Export All which does not maintain user filters or the New Export Current View, which maintains filters and columns set by the user on the Reports page.

📢 New Events types in "Communication Initiated" Webhook event

The Aloware Webhook integration solves the problem of delayed data delivery by providing real-time updates to users such as software developers, product managers, data analysts and business owners. Based on user feedback where it was previously restricted to only two event types: OutboundPhoneCall or InboundPhoneCall, this update offers a more robust solution, providing a comprehensive and flexible interface for defining, scheduling, and sending notifications in case of failures. 

 It is now possible to receive detailed information about SMS when initiating an SMS conversation using the "Communication Initiated" webhook in Aloware (New event types: OutboundSMS and InboundSMS).

This integration enhances contact center KPIs by speeding up issue resolution, prompting quicker responses, shortening resolution time, boosting agent efficiency, and improving overall customer satisfaction. It also boosts reliability and efficiency for user integrations, making processes more automated and data capture more effective, ultimately enhancing communication operations.

🐞 Bug fixes and Improvements

A significant number of bug fixes and performance enhancements have been released - notably, a key fix for SMS notifications and PowerDialer improvements.

As always, we are fully committed to providing our users with the best possible experience. We trust that you will appreciate this latest update! Questions or comments? Contact us at support@aloware.com

Cheers,

The Aloware Team

From enhanced HubSpot integration to upgraded Power Dialer features, Aloware's latest updates are set to revolutionize your workflow. Check out these improvements, designed to boost your efficiency and transform your dialing experience. 🎉

🔶 New "Call Type" Option for HubSpot Integration 

Attention, HubSpot integration users! We are excited to release a significant enhancement: the integration of "HubSpot Type" right below our existing "Call Disposition" feature. Now users can seamlessly sync call types between HubSpot and Aloware with real-time synchronization between the platforms.

HubSpot integration users can quickly start using this new feature. If you want to add new call types, then first set them in HubSpot, then pull them to Aloware in Integrations > HubSpot Integration Settings > Pull Types.

To ensure the feature operates smoothly, confirm that the Aloware-HubSpot integration is correctly set up, and that the "Pull Call Outcomes" and "Pull Activity Types" commands are configured in your Aloware-HubSpot integration settings.

For more details, please review our support article click here

🪝 New Webhook Event: "Transcription Saved"

Effortlessly integrate Smart Transcription data with any external system using our new "Transcription Saved" webhook. This event means that transcription of a phone call has been successfully captured and saved in the system, ready to send to an external system. 

Simply configure, test, and start enjoying enhanced workflow efficiency, more flexibility, data accuracy, and future-proof CRM integration. 

Learn more: Webhook Event: Transcription Saved

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🔔 Stay in the Loop with SMS Notifications for Contact Ownership Changes

Your workflow just got a major upgrade. Picture this: you're in the middle of a busy day, and suddenly, a new contact is assigned to you within a Sequence (Change Contact's Owner). With our latest feature, you'll be the first to know, thanks to instant SMS alerts.

To activate this feature, simply toggle on the "When a contact is assigned to this user" option in your User's "Notification Settings" and then select "Text Message" as your preferred "Notification Channel". Finally, don't forget to add your phone number.

Staying on top of contact ownership changes ensures you never miss a beat in your communication strategy. With instant SMS notifications, you can promptly follow up on new leads assigned to you, providing exceptional service and staying ahead of the game.

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↗️ Upgraded "Remove From Power Dialer" Sequence Step

Previously, in this sequence step, the enrolled contact would be removed from a single Power Dialer list. With this enhancement, you can now seamlessly remove a contact from all Power Dialer lists across all users within an account.

To enable this feature, simply toggle the option labeled "Remove from all User's Power Dialer lists" on/off in the step's configuration. This applies the contact's removal to all Power Dialer lists created by any user.

This enhancement offers greater control and efficiency in managing your Power Dialer lists, simplifying your workflow by enabling you to remove contacts from all lists at once.

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🔎 Elevating Power Dialer Efficiency with Advanced Contact Filtering

With this exciting Power Dialer update, you now have the power to select specific contacts for calling, amplifying your focus on targeted groups during your Power Dialing sessions. 

With Filters conveniently located next to the Power Dialer list, you can apply your desired filter sets to refine your contact lists. This ensures that only the most relevant contacts are added to your PowerDialer lists for efficient calling. Take advantage of advanced contact filtering to focus on what matters most and maximize your efficiency.

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📲 Increased Dialing Efficiency with Power Dialer APIs

Take control of your Power Dialer contact management like never before. With our new Power Dialer APIs, you'll effortlessly streamline your workflow and ensure that every call counts. Say goodbye to manual list management and hello to increased efficiency with features designed to put you in the driver's seat.

Our Power Dialer APIs offer two key capabilities tailored for teams with engineers who prefer working with APIs:

• Removing a Contact from all Power Dialer lists
• Clearing all Contacts from Power Dialer lists

Access and configure these APIs under Integrations > Power Dialer API.

Experience the ease of managing your Power Dialer lists via API, ensuring optimal productivity with every call.

Learn more about Power Dialer APIs here

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🚀 Ready to take your communication to the next level? With Aloware's latest features, you're empowered to elevate your workflow and boost productivity like never before. 

For any questions or assistance, don't hesitate to reach out to us at support@aloware.com. We're here to help you unlock the full potential of your communication strategies.

Hi there! We've been hard at work behind the scenes to bring you some fantastic updates that are sure to level up your experience with our platform and keep improving the way you manage your communications. Let's dive right in! 😊

🚀 Exciting HighLevel Integration Enhancements!

Get ready for some awesome news! We've just supercharged our integration with HighLevel, making your workflow smoother than ever. Here's what's in store:

🔗 Connection Details: Access your HighLevel integration details right from Aloware. View User Name, Location ID and Company ID information directly from your Integration Settings.

📇 Real-Time Contact Sync: Say goodbye to outdated Contact details. With real-time sync, your contact information is now accurate and up-to-date between Aloware and HighLevel.

📤 Effortless Contact Export: Need to move contacts from Aloware to HighLevel? Now you can do it in just one click. Export contacts hassle-free and keep your systems aligned.

🔄 User Management Made Easy: No more manual User creation headaches. Easily sync users between platforms with the click of a button to immediately replicate Users from Aloware to your HighLevel account.

Dive into the integration settings and explore the possibilities today! 

Learn more

🌟 Introducing 'My Personal Line' Quick Filter

We're thrilled to roll out a great new tool for your Communications page in Talk: My Personal Line Quick Filter feature! 

Managing your communications just got a whole lot easier: You can now conveniently view your Personal Line's communications without the need to navigate or toggle between various filters.

Here's how it works:

🚀 Customize your Line: Select your preferred Line under your User's Settings, and voila! Your Communications page will only display communications from your Personal Line when clicking on "My Personal Line" in Talk (Communications > Left side panel).

🔄 Easy Filtering: Not only you can quickly filter your desired Line, but you can also apply additional filters on top of this new quick filter to streamline your workflow as needed (for example, only Inbound or Outbound, sort by Old to New, etc.).

Don't have a Personal Line routed to your User yet? No worries! The feature automatically disables until your Line is set up.

🎉 New 'All' Inbox Status Filter!

We've got something awesome for you: the 'All' Inbox Status Filter. It's here to make your life easier. Check out what's new:

📥 See Everything: No more hopping between tabs. With the 'All' filter, you can see all your Communications, whether they're Open, Pending, or Closed, all in one spot.

💼 Organized Inbox: Keep things neat and tidy with all your Communications in one view. It's the best way to keep track of everything!

Try out the 'All' Inbox Status Filter today and see how it simplifies your workflow!

That's all for now! These updates are designed with you in mind, aimed at simplifying your workflow and enhancing your overall experience with Aloware. 

So, what are you waiting for? Dive in, explore, and experience the full potential of Aloware today!

Questions or comments? Contact us at support@aloware.com

Cheers,

The Aloware Team

Get ready to elevate your communication game! 🌟 We're thrilled to introduce our latest updates that will supercharge the way you connect and manage your conversations. 

From seamless Broadcasting now from Talk, to enhanced Smart Transcriptions and our new Supervisor Role, we are putting powerful management tools at your fingertips. Let's dive in and explore the future of communication together! 🎉

💬 Broadcast now on Talk 

Our Broadcast feature, previously reserved for Admins, is now available to Talk users. This powerful tool streamlines messaging to large audiences effortlessly, empowering your communication strategy. With Broadcast now on Talk, you can easily:

Seamlessly send SMS or Ringless Voicemail: Customize and send your SMS and include an Opt-out phrase for compliance and enhanced deliverability. For Ringless Voicemail, you can either record on the spot or upload a file.

Select Contacts with Ease: Choose recipients effortlessly by List, Filter, or Integration list. Please note that the experience may vary for different third-party integrations.

Flexible Scheduling: Whether it's an urgent message or a scheduled campaign, you can Broadcast now, later, or at a specific date and time. You can also fine-tune your strategy with your desired Source Line and Throttling options.

Manage Access: Admins can manually enable the "Can Broadcast" feature under User's settings, ensuring optimal control over broadcasting capabilities.

Learn more: Exploring Aloware Talk's Broadcast

👓 New Supervisor Role

Introducing the Supervisor Role, carefully designed to meet the evolving needs of our users. ❤️

This role combines the current permissions of our Agent role with additional capabilities, including the ability to monitor Line and Ring Group activity, manage Lists and Sequences, and access comprehensive Reports. 

It strikes the perfect balance, providing enhanced control without compromising critical administrative functions. 

Ready to try it? Simply navigate to the Admin Classic Page, click on Users, and select Supervisor Role, positioned next to Admin and Agent roles. 

🔍 Smart Transcriptions now on Talk

Exciting news! The Smart Transcription window, previously exclusive to Classic, is now accessible to Talk users. Experience the same robust functionality and interface, now seamlessly integrated into Talk! 

How to view Smart Transcriptions now in Talk?

• Make sure Transcriptions are enabled for Users on your account 
• Navigate to a Contact's communications
• Expand the Details of a Call
• If enabled, a Transcription icon will appear
• Click the icon to open the Transcription window

Exciting news—our Customer Satisfaction (CSAT) Survey Tool feature is now available for all users. 📣 This powerful tool is designed to seamlessly integrate into your customer service workflow, offering comprehensive insights directly from your customers. Here's what's new and how you benefit:

• IVR-activated: Our game-changer CSAT (Customer Satisfaction) scoring feature can be triggered automatically as part of an IVR sequence, allowing your customers to provide feedback directly after their call experience. No need for manual activation or intervention from your staff!
  
  
  
  
  
• Unlock Valuable Insights: By collecting CSAT scores, you'll gain direct feedback from your customers, offering a clear view of your service quality and areas for enhancement.
  
  
  
  
• Identify Growth Opportunities: Analyze CSAT data to recognize which agents excel and who may need additional training, allowing you to pinpoint exact areas for growth and improvement:
  
  
  
  
  
• Boost Customer Loyalty: Show your customers you value their opinions by asking for their feedback, which can significantly enhance loyalty and satisfaction.

Activate this feature within your Line settings in Aloware Admin and start reaping the benefits of enriched customer insights. 

🎬 Plus, don’t miss our short demo video for a quick overview of how to make the most out of the CSAT scoring feature: 

Watch Demo

Ready to enhance customer satisfaction? Simply activate the CSAT survey in Aloware Admin and start collecting insightful feedback. For a step-by-step guide on enabling this feature, check out our support article here.

Stay tuned for more updates and enhancements designed to support your business growth. 

Happy calling! 📞

- The Aloware Team

We’re excited to roll out a suite of updates designed to streamline your workflow, enhance clarity, and deepen integration capabilities within Aloware. Each update is aimed at refining the experience of your users, ensuring smoother operations and more effective communication. Here’s what’s new:

 Smoother Sequences with Automatic DNC Disenrollment 🍦 

To eliminate confusion and enhance efficiency, we’ve introduced an option within Sequences that allows automatic disenrollment of contacts listed as Do Not Call (DNC). When creating or editing a sequence, simply activate this setting to ensure DNC contacts are automatically removed, maintaining compliance and clarity. 

PS. This feature is not enabled by default, offering you full control over its activation.

Learn more about Sequences in Aloware

Enhanced Agent Status Descriptions 🟢 

We’ve refined the descriptions within the Agent Status Diagnosis section. This update will provide more precise and understandable description for your users, improving the diagnosis process without altering its underlying logic. A subtle yet significant change to support agent effectiveness and customer success!

Zoho Contact View Now in Power Dialer 🔍 

Elevating our Zoho integration, we now offer a direct view of Zoho Contact information and a link to the contact profile in Zoho within the Power Dialer. This enhancement not only helps agents during calls by providing immediate access to contact details but also introduces improvements to prevent contact duplication. A smoother integration means a more efficient calling experience!

"Last Call Disposition", A New Field within Aloware's HubSpot Integration ☎️ 

Building on our already robust HubSpot integration, we’ve added a new contact field feature—"Last Call Disposition." This addition captures and displays the most recent call disposition for a contact within both Aloware and HubSpot, offering deeper insights into customer interactions and streamlining follow-up processes.

Full article on HubSpot Integration

These enhancements reflect our ongoing commitment to providing powerful, intuitive solutions that support your business’s growth and operational efficiency. Dive into these new features and optimize your workflow like never before!

Questions or comments? Shoot us an email at support@aloware.com 

Stay tuned for more updates as we continue to refine and expand our offerings to better serve you! 🌟

- The Aloware Team

Exciting updates are here! Ready to explore new dimensions of efficiency?

Dive deeper into HubSpot with enriched Field Mapping, discover seamless Contact filtering by Sequence enrollments, and experience enriched Power Dialer sessions packed with all the info you need.

And there's more: Full Transcription integration directly into your CRM via webhook awaits.

Curious? The details below unveil how these updates are set to transform your workflow. Welcome to smoother, smarter workdays with Aloware.

Precision Time Filtering Now Available ⌚️

We've just upgraded your reporting toolkit with custom time filtering, giving you total control over your data analysis. Now, effortlessly apply specific time frames—right down to the hour, minute, and second—across all our standard presets, empowering you with the flexibility for detailed analysis and beyond. Dive into your data like never before!

New fields to HubSpot mapping 📍

Unlock new levels of precision in your HubSpot integration with Aloware's latest upgrade: exact timestamps for your last call or text, perfectly aligned with your account's timezone. 

New Fields: Last Inbound/Outbound Call Time and Last Inbound/Outbound Message Time.

By providing these details in military format and as a straightforward single line string in HubSpot, you can now gain deeper insights into your data. This means more accurate list segmentation and enhanced engagement tracking, tailored to your needs.

Learn more

New Contact Filter: Enrolled in Sequences 🎢

Streamline your workflow with our new 'Enrolled in Sequences' contact filter in Talk. This feature lets you effortlessly sift through your contacts, enabling you to see who is or isn't enrolled in any sequence. It's a simple yet powerful tool to organize your outreach, ensuring you target the right contacts at the right time.

Enhanced Contact Details in Power Dialer Sessions ☎️

Now, every call comes with a wealth of contact information. What’s new? The same detailed info cards you rely on outside of Power Dialer sessions are now seamlessly integrated within, providing a comprehensive view during your calls. 

This includes everything from Sequences and Integrations to Scheduled messages, Activity counts, and more. It’s all about giving you the full context at a glance, ensuring you have everything you need to make every call as effective and informed as possible.

Full Transcription Integration via Webhook 🪝

Aloware takes your CRM integration to the next level with our Full Transcription feature via Webhook. This update ensures efficient integration of detailed call transcriptions, including summaries, sentiment analysis, and keywords into third-party systems like Zoho CRM. 

By enriching your CRM with deep, actionable insights, we support your customer retention efforts and open new avenues for upselling. It's our commitment to meeting the highest data integration standards, designed to empower your business with every interaction.

We're thrilled to bring you these new features, designed to make your Aloware experience even better. From advanced reporting filters to enriching CRM integrations, we're here to help you connect more effectively with your customers.

Got questions? We're just an email away at support@aloware.com.

Cheers, The Aloware Team

Ensure compliance with your SMS Marketing in 2024! 🚨

Did you know that including an opt-out message in your SMS campaigns isn’t just a good practice, it’s a must to stay compliant with the latest regulations? The Telephone Consumer Protection Act (TCPA) mandates clear opt-out mechanisms for promotional messages. 📣

Plus, mobile carriers are super strict about filtering spam, so skipping this could mean your messages never get delivered! 📵

But no worries! Aloware has got you covered. Our SMS feature not only keeps you in compliance but now also gives you the option to automatically add those essential opt-out messages to your SMS campaigns. 

This means you stay on the right side of the law, and your messages reach your audience effectively.📱✅

The 'add opt-out phrase' feature is automatically enabled in:

➡️ Aloware Admin > Sequences (to the following steps)

• Send SMS Message
• Send Picture/MMS Message
• Send SMS to Ring Group

➡️ Aloware Admin > Broadcast: When setting up a text message broadcast using Aloware Admin 

You can turn this feature on or off for different campaigns or steps in a sequence. If you decide not to use this feature, you will get a message confirming it's turned off and the potential implications. If you want to add it back, just tick the box again.

That's it for now. Thanks for reading along to stay up to date with all the great features that we continually release with you in mind. Enjoy and happy texting!

- The Aloware Team

Time to upgrade! 🌟 The new Aloware Talk2 mobile app is here with advanced features for iOS and Android. Enjoy an enhanced interface and better call handling. 

⚠️ Important: The old Aloware Talk app will be disabled on Jan 31st

📱 Make sure to download the new Talk2 app today for a refreshed experience!

➡️ Download Aloware Talk2 for iOS

➡️ Download Aloware Talk2 for Android

Need help? Contact us at support@aloware.com

Thanks for being part of our community!

− The Aloware Team