Product Updates – March 2020

At Sonar, we are constantly updating and working to make our platform even better! Here is an overview of the enhancements made over the past month:


New Workflows

Reassignment when unavailable

We heard from many managers that a team member would mark themselves as away in Sonar while taking a break or to eat lunch, but if one of their assigned conversations responded back, that customer wouldn’t get a response until the rep returned from their break. Because of this, we created a new workflow that would unassign any thread where a received message came in while someone was marked as away. 


When Agent X assigned to Team A closes a thread, Trigger Campaign 1

After a specific transaction or use for some teams within Sonar, some of our partners wanted to trigger a customer satisfaction score (CSAT), net promoter score (NPS), or custom campaign. In this instance, the determining factor used to trigger a campaign is: If a user is assigned to a specific Team.

Improved Agent Capacity

Historically, reassignment of threads manually via the UI did not get applied correctly to the agent capacity routing. We’ve updated this so that if a rep reassigns a thread to a coworker, it will remove capacity from the respective coworker and show that there is capacity for the original rep.


Enhanced Filters

We updated our Filters to be alphabetical. This applies to any All column filters on Assignment OR Teams.


General Bug Fixes

Reassigning reps to unsubscribed contacts

There was a small condition where when a customer was unsubscribed, it would remain assigned to an existing agent. We have fixed this issue so when a customer unsubscribes it gets unassigned from all reps.


Bots reassigning after completion of the conversation

There were a few small edge cases where a chatbot would unassign itself from a thread and then reassign itself. We have since fixed this edge case.


Tag search reset

There was a bug that if while searching for a tag you received a new message, your search would reset. We have fixed it so your search is no longer interrupted by any other actions going on in Sonar.

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