Summer Product Updates
📣 In-app announcements are back!
The Aloware product team has been hard at work launching many great product improvements. We're excited to highlight some of the features and enhancements we released over the Summer!
🔊 New Talk Features: Tags & Wallboard
Tags and Wallboard are now available in Aloware Talk!
Now in Talk, agents can easily manage their contact and communication tags or they can easily view the live call queue, barge, whisper and more. Check out the newest Tags page here or our newest Wallboard here.
📞 Personal Line on Talk profile
Ever quickly want to see what your number is?
Now, it's easier than ever to find the number associated with a specific user by clicking on the user name in the top right of Talk. The number shown will be the personal line of the user, found in User Settings > Profile Settings > User's personal line.
🔖 Tags as a sequence trigger
We have added tags to the sequence triggers. Now, Admins can enroll or disenroll contacts in sequences by adding or removing Tags. The possibilities for automation are endless.
Check it out by going to Sequences > Sequence settings > Intake & Tiggers to try it today.
🔐 Enhanced Security Measures - reCAPATCHA & 2-Factor-Authentication (2FA)
Aloware has grown rapidly in users over the last year. Therefore, we have enhanced our login security to ensure the protection of important customer data and Aloware technology.
Along with backend security improvements, there are two new additions to secure the login experience.
1. ReCAPTCHA = Simply select "I'm not a robot" on any login page of Aloware. There may be a question to prove that you are a human.
2. 2FA Login = Aloware's 2-Factor-Authentication will trigger whenever there is a login on a new device after 30 days of inactivity. The security code will be sent to the email associated with the account. Read here for full details.
🌎 Incoming Call Location
With location technology, Aloware will now present the user with contact locations for every new inbound call. Below you'll find an example of a new inbound call from Panama City, Florida.
👻 Hide Task Status Logs
Inside Talk, task statuses help to surface the state of the conversation with a contact.
However, for many agents, these become a distraction or unnecessary noise. With this setting in Account settings > General Settings, admins can hide Task logs from the communication logs.
🔗 HubSpot Integration Enhancements
Aloware's integration with HubSpot CRM is now more powerful than ever. With recent launches, the following features are available for you now!
- Display images sent as MMS in HubSpot
- Log text messages as an SMS activity
- Pull summary fields like the total number of text messages or calls
- See the direction of a call as a call event (Outbound vs. Inbound)
- See the outcome of a call directly in HubSpot
- Map custom contact fields between Aloware and HubSpot
📲 New IVR Editor
Aloware's newest Interactive Voice Response editor allows users to easily set up an advanced IVR for your customers.
Utilize features like complex routing, human voice recording, auto-tagging and custom variable recordings. Check out this step-by-step guide here.
🕙 New Longest Available Agent Routing
We have introduced an incredibly important update for increasing the speed at which teams can pick up calls.
The key difference between Longest Availability and Round-Robin is that Longest Availability assigns calls to representatives based on the one who has been idle the longest, prioritizing availability.
Round-Robin distributes calls equally among available representatives in a rotating fashion to ensure fairness.
Find it under Ring Groups > General > Routing Settings.
👥 Team Visibility Settings & Talk My Contacts
To make it easier than ever to view contacts which you care about, we've added a "Team Only" contact visibility.
This setting will allow agents to view any contact which their Ring Group (or team) has interacted with.
📈 Major Inbound Telephony Engine Improvements
Along with the new features, we've overhauled our key inbound engine technology. These include the following:
- Improved call status handling
- Preview dialer enhancements
- Progressive dialer improvements
- Optimized call routing for direct inbound calls
- User status performance patches
- Callback pending UI/UX changes
📆Google Calendar Integration
Tired of manually copying events from your Google calendar into the Talk Calendar? Want to have the events scheduled by your customers show directly in your Gcal?
Now you can. Aloware's Google Calendar integration allows you to sync a single account-based Google calendar into Aloware for two-way event syncing.
☎ 10DLC Compliance Updates
Over the past few months, regulations have tightened tremendously for customers' ability to send outbound SMS/MMS on 10-digit long code numbers. But never fear because Aloware has you covered.
We have released several features - like the easy compliance wizard or new line wizard - to make it as easy as possible for you to avoid any disruption of your business.
As always, we're committed to providing the best possible experience for our users. Stay tuned for more product updates!
If you have any questions or feedback, please don't hesitate to reach us by replying to this chat or emailing us at email@example.com.
👋 Aloware Product Team