Product
New Feature: Direct Account Messaging in Sonar (Email and SMS)
New Direct Messaging feature in Sonar lets you send emails and SMS directly from accounts, streamlining communication without needing external systems. Discover efficient customer outreach today.
Filed by Rick Seemann, VP, Product Management
August 27, 2025 · 2 MIN · UPD JUN 16, 2026
August 26, 2025
Direct Messages in Sonar let your team send one-off emails or SMS straight from a subscriber account or contact, with no ticket required, so every customer interaction stays centralized in your /BSS. We're excited to announce this new way to communicate directly with your subscribers.
This update eliminates the need to navigate to external systems just to send a quick message and gives your team a faster, more efficient way to stay connected with customers.
With this update, you can:
Send email or SMS messages directly from any account or contact - no need to create a ticket
Use saved messages or draft custom content for fast, consistent outreach
Automatically convert email replies into tickets, with the original message included for full context
Keep all messages tracked under the Correspondence tab, alongside tickets and triggered messages
Avoid cluttering ticket queues with purely informational updates, while still logging every interaction
Send messages from the Contacts section, with Sonar intelligently showing the correct options (Email, SMS, or both) based on what’s available for that contact.
How Direct Messaging works
Navigate to an account or contact and click the new Send Message button - available on any tab.
Choose Email or SMS.
Select a saved message or write your own. Fields like category, sender details, and message body mirror what you’re used to in mass messaging.
Pick one or more recipients.
Email: Only contacts with a valid email address will appear.
SMS: Only contacts with an opted-in SMS number will appear.
Send your message.
Email replies create new tickets and preserve the original message for full context.
SMS messages are one-way and use triggered templates.
Note: Make sure the appropriate permissions are added to the roles you want to be able to use this feature.
Quiet hours and billing communication windows
When sending SMS messages, Sonar will display a message if your instance is within quiet hours or your billing communication window. These alerts are for awareness only - they do not prevent sending. This way, teams stay informed but remain in full control when time-sensitive outreach is needed.
For more details, check out the full Knowledge Base guide for full details and examples:
Have questions?
We are here to help, please don’t hesitate to contact your Account Manager or our Support team.
Support Phone (CA): 780.900.1180
Support Phone (US): 702.447.1247
Support Email: support@sonar.software
Questions, answered.
What is Direct Messaging in Sonar?
Direct Messaging lets ISP teams send one-off emails or SMS straight from an account or contact in Sonar, without creating a ticket. It streamlines customer communication so you do not need external systems for quick outreach.
Do you need to create a ticket to send a quick message to a customer in Sonar?
No. Direct Messages let you send a one-off email or SMS directly from an account or contact, so you can reach a customer without first opening a ticket.
What happens when a subscriber replies to a Direct Message email in Sonar?
Email replies to a Direct Message automatically convert into tickets, and the original message is preserved so the team has full context. SMS Direct Messages are one-way and use triggered templates.
Where are Direct Messages recorded in Sonar?
Every Direct Message is logged under the Correspondence tab, alongside tickets and triggered messages. Sonar shows Email, SMS, or both as options based on what is available and opted in for each contact.
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Rick SeemannVP, Product Management
Rick Seemann is VP of Product Management at Sonar Software. He covers new features, product releases, and how the platform keeps ISPs BEAD-compliant.
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