Contact Us Sonara Support

How to Reach Out When You Need Us

So you’re trying to get in touch with Sonara’s team? We totally get it. Whether it’s a quick question about your AI job match results or something more complex like interview automation setup, we’ve built multiple ways for you to reach us. From what we’ve seen, using the right contact channel speeds things up and avoids unnecessary wait times.

Our support squad covers the USA across various time zones—West Coast agents handle late hours, East Coast folks start early, so someone’s almost always ready to jump in. The response time depends on what you need, but here’s a quick look at your best options:

If you want the fastest answer for simple stuff like how to reset your password or navigate the platform, live chat is your friend. For deeper technical help, email is where you can send all your details and get a thoughtful response. And if talking it through is your style, our phone support line’s waiting for you.

Contacting Us Directly From Your Sonara Dashboard

Here’s a little tip from our experience: if you’re logged in, the quickest way to get tailored assistance is right from your dashboard. Our platform knows who you are and what you’ve been working on, so support agents get all the context upfront.

Look for the “Help & Support” area—usually in the top-right corner or under your profile menu. From there, you can:

• Browse our detailed knowledge base
• Submit a support ticket with your account info already filled in
• Schedule a callback if phone support suits you better
• Access live chat with your account history visible to the agent

This setup saves time because you won’t have to repeat yourself or explain your setup every single time. Plus, attaching screenshots or files to your ticket makes solving problems quicker.

What to Include When You Contact Us

Honestly, providing the right info upfront helps us help you faster. Here’s what to keep handy, depending on your situation.

For Technical Issues

• Your Sonara account email
• Browser and version you’re using
• What you were trying to do when the problem happened
• Any error messages or screenshots
• Whether it’s a new glitch or a recurring problem

For Account or Billing Questions

• Your full name as on the account
• Email linked to your Sonara profile
• Your company name if you’re on a business plan
• Details about what you want to change or accomplish

Adding these details means less back-and-forth, and you get answers quicker. It’s a little step that pays off big.

How We Support Different Users

We get that job seekers and employers have different needs, so we’ve split support accordingly.

Job Seeker Support

If you’re looking for jobs through Sonara’s AI matching, our candidate success team is your go-to. They’ll help you with things like:

• Optimizing your profile to get better matches
• Understanding why certain jobs show up in your feed
• Fixing interview scheduling or reminder glitches
• Using our job search automation tools effectively

Employer Support

If your company uses Sonara to automate interviews and candidate screening, our enterprise support team handles:

• Integrations with your HR systems
• Bulk candidate processing issues
• Custom interview workflow setups
• Reporting and analytics questions

Both teams know their stuff well, so you’re always connected to someone who understands your challenges.

Setting Expectations: How Fast We Respond

Let’s be upfront about response times. Here’s roughly what you can expect depending on the urgency:

Live chat usually answers within 15 minutes during business hours, but complicated issues might need escalation. That means a specialist will take over via email or phone, so hang tight—it’s for a better fix.

Making the Most of Our Knowledge Base

Before you contact us directly, try our help center. Honestly, it’s pretty thorough and organized by user type. Instead of scrolling endlessly, use the search bar with keywords related to your problem. For instance, if interview scheduling trips you up, search “interview scheduling” for targeted articles.

Common Questions Users Ask

1. How do I boost my AI job matching results?
2. Why am I not getting interview invites?
3. How can I integrate Sonara with my HR tools?
4. Can I customize interview automation workflows?

These topics are covered in detail, and often the answer’s just a quick read away.

Handling Complex Issues and Escalations

Sometimes, your issue might be more complex—like a unique bug or enterprise feature request. Here’s what happens:

1. Your first-level support agent tries to resolve it.
2. If they can’t, they escalate to specialists or account managers.
3. Enterprise clients might get connected directly to solutions engineers.
4. You’ll receive updates about the escalation and expected resolution times.

This process ensures you’re not left hanging and get the right expertise for your situation.

Support Across US Time Zones and Emergency Contacts

Because the USA spans multiple time zones, we’ve shaped our support hours to cover you effectively. Here’s a snapshot:

For emergencies—think platform outages or critical interview scheduling failures—here’s what you do:

1. Call 1-800-SONARA-1 and choose the “urgent/emergency” option.
2. Email [email protected] with “URGENT” in the subject line.
3. If you’re an enterprise client, contact your account manager directly.

Use this only for actual emergencies, please. For everything else, regular channels work best.

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