At Aloware, we believe great communication starts with great teamwork. To help teams stay organized and collaborate effectively, we built Team Inbox—a centralized workspace for managing all calls, texts, and voicemails.
Team Inbox brings clarity, ownership, and collaboration to your workflows. It ensures every team member knows:
Who owns a conversation,
What needs attention, and
Where communications are located.
Whether you're in sales, support, or customer success, Team Inbox streamlines your workflows by organizing communications across Personal, Connected, and Watching inboxes, tailored for individual and team use.
How team inbox works
Team Inbox organizes communications into three tailored categories — Personal, Connected, and Watching inboxes — to address individual and team responsibilities effectively. Admins configure these inbox types to align with your organization’s structure.
Personal Inbox
Designed for individual agents, the Personal Inbox gives each user direct access to their assigned conversations. It is automatically created when an agent is assigned a line in Aloware.
Learn more about setting up a Personal inbox here.
Connected inbox
The Connected Inbox is a shared workspace where teams manage group communications, such as messages or calls routed through a general line (e.g., sales or support). It is tied to Ring Groups or Teams within Aloware. When a user is added to a Ring Group, the associated Connected Inbox becomes visible in their account.
Learn how to set up a connected inbox here.
Watching Inbox
The Watching Inbox is designed for supervisors, managers, or QA personnel who need to monitor team communication activity without directly participating in conversations. It ensures visibility into team conversations flowing through assigned ring groups.
Navigating the Inbox Panel
The Inbox Panel, located on the left side of the Aloware interface, serves as your control center for accessing and managing all communications. It allows you to efficiently view, interact, and manage your Personal, Connected, and Watching inboxes.
To switch between different inbox types, simply click on the name of the desired inbox in the left-hand panel.
The Inbox Panel and the main conversation view offer several tools to help you quickly find and manage communications:
Inbox search - quickly locate inboxes using the search bar at the top of the panel, especially helpful for users managing multiple inboxes.
Communication search - within a selected inbox, use the main search bar to find communications by keywords, contact names, or phone numbers.
Unread badges - look for red dots next to inbox names or contact cards; these visually indicate messages or conversations that require your attention.
Refresh icon - click the circular sync icon to manually update the inbox list and ensure you are viewing the most recent communications.
Collapse/Expand panel - use the arrow icon on the left to collapse or expand the navigation panel, adjusting the interface layout to suit your workspace preference.
Managing conversations in Team Inbox
Within any selected inbox, you can manage large volumes of communication efficiently using filters, sorting, and search tools:
Using filters - refine the conversation list by selecting filters like "All Conversations" or "Unread Only" to focus specifically on unresolved tasks.
Sort conversations - rearrange the order of conversations by choosing "Newest to Oldest" (the default setting) or "Oldest to Newest."
Inside a conversation thread
Clicking on a contact opens the full conversation thread, where you can:
Send text messages, emails, or faxes.
Add internal notes to document details or tag team members with @mentions.
Switch caller IDs when managing multiple lines.
These features help keep information centralized and ensure smooth communication workflows.
Viewing communications: Threaded vs Unthreaded
Aloware offers users two different ways to view their communications, each designed to help organize and locate specific conversations based on different needs.
The Threaded View groups all communications (calls, messages) with a single contact together. This view is ideal for managing ongoing conversations and quickly reviewing the complete history of interactions with a specific person within a particular inbox.
Clicking on a contact's name consolidates everything exchanged with them, keeping related activities together.
The Unthreaded View, in contrast, displays each communication event as a separate item in a simple chronological list. It doesn't group interactions by contact. This view is useful for seeing a feed of all recent activity across different contacts or for reviewing individual interactions one by one.
Think of it like the recent calls or message list on your phone, where the same contact might appear multiple times if you've had multiple interactions with them.
Advanced tools: The contact panel
Clicking on a contact opens the Contact Panel on the right side of the screen, where you can:
Review the full interaction history, including past messages, calls, and notes.
Enroll contacts in workflows or assign tasks using integrations like HubSpot.
Add dispositions or tags to categorize and track leads effectively.
Best practices for Team Inbox
Use Threaded views with filters to manage ongoing conversations efficiently.
Collaborate via @mentions to keep teammates informed of urgent tasks.
Regularly refresh your inbox to stay updated.
Supervisors can utilize Watching Inbox and analytics for team performance tracking.