This feature allows Aloware to automatically update the contact owner to the last agent who answered a call.
When enabled, if a contact calls and a different agent (not the current owner) answers, Aloware will transfer ownership to the answering agent, both in Aloware and HubSpot.
Admins can also define a locking disposition to stop further ownership changes once a specific sales or support status is reached.
Why this feature is important
Businesses that use strict visibility rules like Owned Only often face access issues.
For example, when a contact calls and the assigned owner is unavailable, another agent may answer the call but cannot view or follow up with that contact afterward.
This feature solves that by:
Automatically transferring ownership to the agent who last answered the call
Keeping HubSpot ownership data accurate and in sync
Preventing unwanted ownership changes through disposition-based locking
How admins can enable and configure automatic ownership updates
Follow these steps to activate and set up this feature:
Confirm HubSpot integration is active
Go to Integrations > HubSpot and make sure the integration is connected.This feature only appears in Ring Group Settings when HubSpot integration is enabled.
Open ring group settings
Find and enable the option
Scroll to “Update Contact Owner to Last Answering Agent" and toggle it ON.Set a locking disposition (optional but recommended)
Choose a Disposition (e.g., Closed Won, Connected) that will lock ownership once applied.
When this disposition is used, ownership will no longer update, even if other agents answer future calls.
How to configure HubSpot for ownership sync
To ensure the ownership change is reflected in HubSpot:
Go to Integrations > HubSpot > Contact Property Mapping.
Confirm that Contact Owner is set to one of the following:
Bidirectional (Recommended)
From Aloware to HubSpot
Avoid using HubSpot to Aloware only, as this will prevent updates from syncing to HubSpot.
For more details, see contact ownership sync in HubSpot.
How agents use this feature
Once the admin enables it, agents don’t need to configure anything. Here’s what happens automatically:
If an agent answers a call from a contact owned by someone else, that contact’s ownership will automatically transfer to them.
If the locking disposition is later applied, ownership will stay fixed, even if another agent handles future calls.
How this feature interacts with other Aloware tools
This feature works seamlessly with several Aloware components to maintain consistent contact management.
It aligns with Contact Visibility Settings to ensure that agents can only view and engage with the contacts they currently own.
Through HubSpot Integration, any ownership changes are reflected in real time, keeping both platforms synchronized.
It also supports Ring Group Routing, ensuring that ownership updates occur naturally as calls are distributed among available agents.
Finally, it integrates with Dispositions and Automations, allowing businesses to trigger follow-up actions or lock ownership based on a contact’s latest status.