{"_id":"554967d8a5ecbc1900321694","project":"55208137623ff50d009b2bec","category":{"_id":"55208138623ff50d009b2bf0","__v":5,"pages":["55208138623ff50d009b2bf2","554967bbcd09b317005f8f62","554967c8c634cf2d00125087","554967d8a5ecbc1900321694","554967e4c634cf2d0012508a"],"version":"55208137623ff50d009b2bef","project":"55208137623ff50d009b2bec","sync":{"url":"","isSync":false},"reference":false,"createdAt":"2015-04-05T00:26:32.042Z","from_sync":false,"order":0,"slug":"getting-started","title":"Getting Started Guide"},"githubsync":"","user":"55208129504fd6230022ae20","__v":3,"parentDoc":null,"version":{"_id":"55208137623ff50d009b2bef","__v":14,"project":"55208137623ff50d009b2bec","createdAt":"2015-04-05T00:26:31.564Z","releaseDate":"2015-04-05T00:26:31.563Z","categories":["55208138623ff50d009b2bf0","55494a226a82a10d00817ae5","55494ba7ee219b0d001743c8","55494bc1ee219b0d001743cc","56ead8c1df765617008bccaf","573a2073dd007d1700cf288f","579695b1f64c9f0e007cd76c","57969e3dfa1ff60e006a1274","579a4592fd9f3c0e008e4f4a","57ab9afe54fa780e006c5430","57b784f5b7ebd60e009cb4a6","58f686818193090f008cec76","59e79fbd4cf31900341d50c6","5b2436973fd93f0003dcf99d"],"is_deprecated":false,"is_hidden":false,"is_beta":true,"is_stable":true,"codename":"","version_clean":"1.0.0","version":"1.0"},"updates":[],"next":{"pages":[],"description":""},"createdAt":"2015-05-06T01:01:12.112Z","link_external":false,"link_url":"","sync_unique":"","hidden":false,"api":{"results":{"codes":[]},"settings":"","auth":"required","params":[],"url":""},"isReference":false,"order":4,"body":"In Sonar, on the left panel, there are three columns - New, Mine, and All. \n  * **New** - new incoming Sonar messages that has not been assigned to an agent or team member. \n  * **Mine** - all Sonar messages assigned to you. \n  * **All** - all Sonar messages that are unassigned, and assigned to you or other team members.\n\n##Filtering and Sorting Messages\nIn the New and All panel, you can filter messages based on \"Status\" and/or \"Assignment\"\n* **Status**\n * Unreplied - filters to messages that haven't been replied to.\n * Replied - filters to messages that have already been replied to.\n * Closed - filters to all messages that have been closed. \n* **Assignment**\n * Anyone - filters to all messages that are assigned to any team member.\n * No one - filters to all message that are assigned to no team member. \n\nAlso, you can sort messages from \"New to Old\" or \"Old to New\". \n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/e136c42-filters.gif\",\n        \"filters.gif\",\n        480,\n        587,\n        \"#f6f1f6\"\n      ],\n      \"border\": true\n    }\n  ]\n}\n[/block]\n##Incoming messages\n* All incoming messages will be in bold with a red dot. We consider this message as \"Open\". \n * Clicking on the message will make it unbolded. \n * Replying to to the message will remove the red dot\n * <a href=\"http://docs.sendsonar.com/docs/release-note-20170105#section-batch-actions\">Mark as Replied</a> will remove the red dot\n* New unassigned messages will appear in the **New** panel\n* Assigned messages that are assigned to you will appear in the **Mine** panel\n* Assigned messages that are not assigned to you will appear in the **All** panel\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/80caa57-incoming_message_respond.gif\",\n        \"incoming_message_respond.gif\",\n        480,\n        352,\n        \"#dfe4e7\"\n      ],\n      \"border\": true\n    }\n  ]\n}\n[/block]\n##Notifications\nWhen an incoming messages comes through Sonar, you can be notified in 3 ways:\n* Desktop notifications\n* Email notifications - settings can be found here: https://www.sendsonar.com/email_settings \n* <a href=\"http://docs.sendsonar.com/docs/slack\">Slack</a> - receive mobile notifications while on-the-go\n\n##Outgoing messages\nTo respond or send a message to a customer (must have opt-in) first, type your text in the message input box and click \"Send\" or hit Enter. In the message, you can include attachments or emojis as well. \n\nAlso, you can send <a href=\"http://docs.sendsonar.com/docs/canned-responses\">Canned Responses</a> to answer common questions or send an intro/welcome message. \n\nTo send messages via API, check out our documentation here: http://docs.sendsonar.com/docs/send-message\n[block:api-header]\n{\n  \"type\": \"basic\",\n  \"title\": \"Using Property Values as templates (macros)\"\n}\n[/block]\nYou can add property values (macros) to messages by starting the property with a {{ then the property name, and then close it with }}.\n\nThis means that:\n**Dear {{first_name}}**\nwill render to something like\n**Dear Joseph in the actual text message.**\n\nThere are cases when a customer may not have a property's value. In this case, you can add a general alternative:\n**Would you like us to wash your {{car_name|chariot}} on Monday?**\nwill render to\n**Would you like us to wash your chariot on Monday?**\nif the customer does not have car_name defined. If the car_name property is set to \"CLK500\", then the text will be:\n**Would you like us to wash your CLK500 on Monday?**\n\nProperty values (macros) can also be used in <a href=\"http://docs.sendsonar.com/docs/campaigns\" target=\"_blank\">Campaigns</a> as well.","excerpt":"","slug":"receiving-and-sending-messages","type":"basic","title":"Receiving & Sending Messages"}

Receiving & Sending Messages


In Sonar, on the left panel, there are three columns - New, Mine, and All. * **New** - new incoming Sonar messages that has not been assigned to an agent or team member. * **Mine** - all Sonar messages assigned to you. * **All** - all Sonar messages that are unassigned, and assigned to you or other team members. ##Filtering and Sorting Messages In the New and All panel, you can filter messages based on "Status" and/or "Assignment" * **Status** * Unreplied - filters to messages that haven't been replied to. * Replied - filters to messages that have already been replied to. * Closed - filters to all messages that have been closed. * **Assignment** * Anyone - filters to all messages that are assigned to any team member. * No one - filters to all message that are assigned to no team member. Also, you can sort messages from "New to Old" or "Old to New". [block:image] { "images": [ { "image": [ "https://files.readme.io/e136c42-filters.gif", "filters.gif", 480, 587, "#f6f1f6" ], "border": true } ] } [/block] ##Incoming messages * All incoming messages will be in bold with a red dot. We consider this message as "Open". * Clicking on the message will make it unbolded. * Replying to to the message will remove the red dot * <a href="http://docs.sendsonar.com/docs/release-note-20170105#section-batch-actions">Mark as Replied</a> will remove the red dot * New unassigned messages will appear in the **New** panel * Assigned messages that are assigned to you will appear in the **Mine** panel * Assigned messages that are not assigned to you will appear in the **All** panel [block:image] { "images": [ { "image": [ "https://files.readme.io/80caa57-incoming_message_respond.gif", "incoming_message_respond.gif", 480, 352, "#dfe4e7" ], "border": true } ] } [/block] ##Notifications When an incoming messages comes through Sonar, you can be notified in 3 ways: * Desktop notifications * Email notifications - settings can be found here: https://www.sendsonar.com/email_settings * <a href="http://docs.sendsonar.com/docs/slack">Slack</a> - receive mobile notifications while on-the-go ##Outgoing messages To respond or send a message to a customer (must have opt-in) first, type your text in the message input box and click "Send" or hit Enter. In the message, you can include attachments or emojis as well. Also, you can send <a href="http://docs.sendsonar.com/docs/canned-responses">Canned Responses</a> to answer common questions or send an intro/welcome message. To send messages via API, check out our documentation here: http://docs.sendsonar.com/docs/send-message [block:api-header] { "type": "basic", "title": "Using Property Values as templates (macros)" } [/block] You can add property values (macros) to messages by starting the property with a {{ then the property name, and then close it with }}. This means that: **Dear {{first_name}}** will render to something like **Dear Joseph in the actual text message.** There are cases when a customer may not have a property's value. In this case, you can add a general alternative: **Would you like us to wash your {{car_name|chariot}} on Monday?** will render to **Would you like us to wash your chariot on Monday?** if the customer does not have car_name defined. If the car_name property is set to "CLK500", then the text will be: **Would you like us to wash your CLK500 on Monday?** Property values (macros) can also be used in <a href="http://docs.sendsonar.com/docs/campaigns" target="_blank">Campaigns</a> as well.