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Disconnection Reason Management: Overview

Jennifer Trower Updated by Jennifer Trower

Read Time: 3 mins

This feature enables you to capture and analyze the reasons subscribers disconnect their service. By incorporating disconnection reasons into workflows, Sonar helps support you with retention planning and churn analysis.

Permissions

Before getting started with the feature, your user roles will need to be adjusted to account for the permissions required to use the Disconnection Reason Management feature.

If you're a Super Admin, you already have full access and no changes are needed. To learn more, see the Roles and Permissions article.

Managing Disconnection Reasons

You can access disconnection reasons by navigating to Settings → Accounts → Disconnection Reasons.

The system includes preloaded default reasons (for example, service issues, cost, relocation, and non-payment), and you can edit existing ones or disable or delete unused reasons.
Reasons already in use cannot be deleted, but they can be disabled.

Making Disconnection Reasons Mandatory

To integrate Disconnection Reasons into your workflows, navigate to Settings -> System Settings and locate the option at the bottom of the page to make the Disconnection Reason field mandatory.

If the setting is disabled, disconnections can proceed without a reason being selected.

When enabled, users will be required to select a reason to complete any disconnection action. This applies to manual disconnections, scheduled disconnection events, and job types that are configured to trigger disconnections upon completion.

There is a warning within the instance providing you with a potential issue with any existing scheduled account disconnections.
For guidance on setting up each workflow, refer to the related articles: Disconnecting an Account, Scheduled Events: Overview & Use Cases, and Job Types & Best Practices.

Using Disconnection Reasons Within Your Workflows

There are three workflows for disconnecting an account, which will provide you the ability to select and track the Disconnection Reason. We will walk through each workflow below to show you how and when you are prompted to provide that information.

  1. To Manually Disconnect an account, go to the Account Overview page, click the dropdown arrow next to Edit, and select Disconnect Account. In the Disconnect Account modal, you'll find the Disconnection Reason field at the bottom.
  2. To use Scheduled Events to disconnect an account, navigate to the Account Overview page, and click Create Scheduled Event. In the Create Scheduled Event modal, once you select the Event for “Disconnect an Account,” you'll find the Disconnection Reason field at the bottom.
  3. To use a Job to disconnect an account, navigate to Jobs within the subscriber's account and click Create Job. In the Create Job modal, once you select the Job Type for disconnecting an account, you'll find the Disconnection Reason field at the bottom.
Selecting Disconnection Reasons is not currently supported on the mobile app. As a workaround, we recommend you fill out the Disconnection Reason while creating and scheduling the job. It remains prefilled for the technician, so they can complete the job through the mobile app.

Reporting

Disconnection reasons are included in reports to help identify trends and support data-driven decision-making. Future enhancements will introduce visual charts that display disconnection volume by reason over time, as well as ranked lists highlighting the most common disconnection reasons within a selected period.

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