SMS THROUGH SONAR

You can now use SMS to message net2phone Canada extensions through the Client Portal. 

HOW TO ACCESS SMS IN SONAR

1. Log into SONAR with your net2phone Canada credentials.

2. Click the Messages tab.  

Office managers and call center supervisors must be in "My Account" view to access the Messages tab. 

3. Click the Chat and SMS subtab. 

SENDING AND RECEIVING SMS MESSAGES 

From the Chat and SMS subtab, you can start new conversations and view past conversations. 

Receiving incoming messages

You do not have to be in the Messages Tab in SONAR to receive messages. You will a notification and a pop-up will appear at the bottom of the page.

You can start a new SMS conversation by clicking the New Conversation button. You can search for existing contacts or input a new number manually. 

If you have multiple numbers attached in SONAR, you can choose which number to use by clicking "Send SMS using: X (XXX) XXX-XXXX" at the bottom of the pop-up. 

CALLING THROUGH THE SMS PORTAL 

Within the SMS chat subtab, you can choose to call a contact through your SMS chat history. 

Open an SMS chat and click the phone icon on the right side, then choose the phone in which you want to make the call. 

SONAR INTERNAL CHAT 

You can also use this section to chat with coworkers internally. Like SMS messages, your chats will be saved in the Messages tab. 

Learn more! 

Check out how to message coworkers with SONAR chat.

ACCESSING SMS CONVERSATION HISTORY

All of your previous conversations will be saved in the Chat and SMS subtab. You can: 

  • delete, 
  • reply, 
  • call, and,
  • turn off notifications. 

SMS CALL QUEUE

Only office managers and call center supervisors can configure SMS for call queues. 

Learn how to configure SMS for call queues!

Warning!

MMS messages do not work when messaging both internal and external contacts in a group conversation. You must send individual MMS messages to all intended recipients. 

SMS for call queues works similarly to normal call queue usability.  If you are an agent in a call queue with SMS enabled, you will receive a queue-SMS request through your SONAR portal.

Once you have accepted the request, you see the enter-queue keyword at the beginning of the conversation. 

The same functionality as depicted above applies; however; at any point, you or the sender can end the chat. The sender can end the chat by using the queue keyword designated by your office manager or call center supervisor. You can end the chat by clicking the End button in the top right corner of the chat. If you or the sender has ended the chat and you which to send another message or view the history, you must go through the Messages tab. 

TIPS AND NOTES FOR SMS CALL QUEUES!  

  • SONAR must be open for agents to receive messages. 
  • If agents are using a Chrome browser (which is recommended) they can turn on Chrome notifications for a pop-up. 
  • You can use SMS through the mobile app! 
  • SMS queues are always round-robin. 


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