New Feature: Direct Account Messaging

August 26, 2025

We’re excited to announce a new way to communicate directly with your subscribers - no ticket required. With Direct Messages, you can now send one-off emails or SMS messages right from an account or contact, keeping all your communication centralized within Sonar. 

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 It Works: 

1. Navigate to an account or contact and click the new Send Message button - available on any tab. 
2. Choose Email or SMS. 
3. 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. 
4. Pick one or more recipients. 
5. Email: Only contacts with a valid email address will appear. 
6. SMS: Only contacts with an opted-in SMS number will appear. 
7. Send your message. 
8. Email replies create new tickets and preserve the original message for full context. 
9. 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.  

A quick note on quiet hours: 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:

• Direct Messages: Overview →