> ## Documentation Index
> Fetch the complete documentation index at: https://support.quo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Sona ai agent

## Overview

Sona is Quo's AI agent that ensures you never miss a call. Available 24/7, Sona answers calls professionally, provides instant responses to customer questions using your knowledge base, takes detailed messages, and seamlessly transfers to human agents when needed. It's like having an always-on receptionist that's smarter than voicemail and more affordable than an answering service.

<Note>
  Sona is available as an add-on for all Quo plans and includes a 7-day free trial with unlimited calls.
</Note>

***

## What Sona can do

### Core capabilities

<AccordionGroup>
  <Accordion title="Professional call answering" defaultOpen icon="phone">
    * Answers calls 24/7 when you're unavailable
    * Introduces itself with customizable greetings
    * Maintains professional conversation flow
    * Records and transcribes every interaction
  </Accordion>

  <Accordion title="Intelligent question answering" icon="lightbulb">
    * Provides instant responses using your knowledge base
    * Handles common customer inquiries automatically
    * Shares business information (hours, location, services)
    * Escalates complex questions to human agents
  </Accordion>

  <Accordion title="Message taking and follow-up" icon="message-lines">
    * Captures caller details and reason for calling
    * Collects specific information you define
    * Creates structured call summaries for team review
    * Ensures no important details are missed
  </Accordion>
</AccordionGroup>

### Advanced features

<AccordionGroup>
  <Accordion title="Natural conversation" defaultOpen icon="circle-user-circle-user">
    * Uses advanced AI for human-like interactions
    * Understands context and caller intent
    * Adapts responses based on conversation flow
    * Maintains professional tone throughout calls
  </Accordion>

  <Accordion title="Seamless integration" icon="chain">
    * Works within your existing call flows
    * Multiple Sona steps can be configured differently
    * Coordinates with business hours and phone menus
    * Preserves your current calling experience
  </Accordion>
</AccordionGroup>

***

## How Sona works

### AI-powered conversation

<AccordionGroup>
  <Accordion title="Understanding callers">
    * Listens to and processes caller requests
    * Uses natural language understanding
    * Identifies caller intent and needs
    * Responds appropriately based on available knowledge
  </Accordion>

  <Accordion title="Knowledge-based responses">
    * Accesses your custom knowledge base
    * Provides accurate, up-to-date information
    * Maintains consistency across all interactions
    * Updates responses as you modify knowledge
  </Accordion>
</AccordionGroup>

### Call flow integration

<AccordionGroup>
  <Accordion title="Flexible placement">
    * After Ring users step (for missed calls)
    * After phone menu options
    * After business hours checks
    * Multiple positions in same call flow
  </Accordion>

  <Accordion title="Configuration options">
    * Custom greetings for different scenarios
    * Specific knowledge sets for different contexts
    * Tailored message collection requirements
    * Unique settings for each Sona step
  </Accordion>
</AccordionGroup>

***

## Getting started with Sona

### Prerequisites

**Plan requirements to fully enable Sona in your workspace:**

* Must be on paid Quo plan: Starter, Business, and Scale plans
* Requires Stripe billing (not iOS App Store billing)
* Admin or Owner permissions needed for setup

### Trial and pricing

**7-day free trial for Sona:**

* Unlimited calls during trial period
* Full feature access including knowledge base
* No interruption of service
* Automatic conversion to paid after trial

**Subscription pricing:**

* 10 Sona calls (1,000 automation credits) per month are automatically available for [Starter, Business and Scale plans](https://www.quo.com/pricing)
  * \$1 per additional call beyond included amount
* Billed according to your Quo billing cycle
* **Upgrade your Sona Tier to get more calls.** [View pricing →](https://www.quo.com/pricing)

<Note>
  Upgraded Sona Tiers are billed **in addition** to your monthly Quo subscription.
</Note>

***

## Setting up Sona

### Initial configuration

<Steps>
  <Step title="Access Sona dashboard in left sidebar of Quo" />

  <Step title="Select inbox to configure Sona for" />

  <Step title="Add Sona to call flow using call flow builder" />

  <Step title="Configure greeting and introduction message" />

  <Step title="Set up knowledge base for question answering" />

  <Step title="Define message collection requirements" />
</Steps>

***

### Customization options

<AccordionGroup>
  <Accordion title="Greeting personalization">
    * Include your business name and identity
    * Clearly identify Sona as AI assistant
    * Mention call recording for transparency
    * Maintain brand voice and tone
  </Accordion>

  <Accordion title="Knowledge management">
    * Add business information and FAQs
    * Include product or service details
    * Provide contact information and hours
    * Update knowledge as business evolves
  </Accordion>

  <Accordion title="Message collection">
    * **Default:** caller name and reason for calling
    * **Custom:** specific information relevant to your business
    * Conditional logic for follow-up questions
    * Structured data for easy team review
  </Accordion>

  <Accordion title="Fallback path">
    * This allows routing calls when credits are exhausted and you have [overages](https://support.quo.com/core-concepts/ai-automations/sona/sona-pricing) disabled.
    * **Default:** Voicemail
  </Accordion>
</AccordionGroup>

***

## Best practices

### Effective Sona deployment

<AccordionGroup>
  <Accordion title="Professional introduction" defaultOpen>
    * Clear identification as AI assistant
    * Mention of call recording for compliance
    * Welcoming and helpful tone
    * Business name and context
  </Accordion>

  <Accordion title="Knowledge optimization">
    * Comprehensive FAQ coverage
    * Current business information
    * Clear, concise responses
    * Regular updates and maintenance
  </Accordion>

  <Accordion title="Team coordination">
    * Train team on Sona capabilities
    * Establish follow-up procedures for messages
    * Monitor call summaries for quality
    * Regular review of Sona performance
  </Accordion>
</AccordionGroup>

### Common use cases

<AccordionGroup>
  <Accordion title="After-hours coverage">
    * Handle calls outside business hours
    * Provide basic information and take messages
    * Set expectations for callback timing
    * Emergency contact information
  </Accordion>

  <Accordion title="Overflow management">
    * Handle calls when team is busy
    * Reduce wait times for customers
    * Capture leads during high-volume periods
    * Maintain professional experience
  </Accordion>

  <Accordion title="Reception services">
    * Screen and route calls appropriately
    * Provide business information
    * Schedule appointments and callbacks
    * Reduce administrative burden
  </Accordion>
</AccordionGroup>

***

## Learn more about Sona

### Detailed guides

Explore comprehensive documentation for Sona setup and management:

<CardGroup cols={2}>
  <Card title="Sona overview and setup" icon="circle-info" href="/core-concepts/ai-automations/sona/overview">
    Complete setup guide and configuration
  </Card>

  <Card title="Knowledge management" icon="book" href="/core-concepts/ai-automations/sona/knowledge">
    Build and maintain Sona's knowledge base
  </Card>

  <Card title="Message taking" icon="message" href="/core-concepts/ai-automations/sona/jobs-configuration">
    Configure Sona to collect specific information
  </Card>

  <Card title="Billing and pricing" icon="credit-card" href="https://support.quo.com/core-concepts/ai-automations/sona/sona-pricing">
    Understand Sona costs and billing
  </Card>
</CardGroup>

## Troubleshooting

<AccordionGroup>
  <Accordion title="Not eligible for Sona trial">
    Ensure you're on a paid Quo plan with Stripe billing and have Admin or Owner permissions. iOS subscribers need to switch to online payments.
  </Accordion>

  <Accordion title="Sona not answering calls">
    Verify that Sona is properly configured in your call flow and that the step is published. Check that the call flow is active for your phone number.
  </Accordion>

  <Accordion title="Poor quality responses">
    Review and update your knowledge base with more comprehensive information. Ensure knowledge articles are clear and cover common customer questions.
  </Accordion>

  <Accordion title="Can't configure Sona settings">
    Only workspace Admins and Owners can configure Sona. Verify your role permissions and ensure you have access to call flow builder.
  </Accordion>

  <Accordion title="Trial converted to paid unexpectedly">
    Sona trials automatically convert to paid subscriptions after 7 days unless cancelled. Cancel through Settings → Plan & Billing if you don't want to continue.
  </Accordion>
</AccordionGroup>