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Overview

Sona conversation history helps your AI agent understand what’s already happened with a caller. When it’s turned on, Sona can reference recent calls, messages, and voicemails so conversations don’t start from scratch each time. Once enabled, Conversation history works automatically in the background.

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What Sona conversation history does

With conversation history enabled, Sona can:
  • Reference past conversations naturally
  • Answer questions like “What did we talk about last time?”
  • Pick up on unfinished requests from recent calls
  • Avoid asking for information the caller already shared
This makes repeat calls smoother and saves time for both callers and your team.

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How to enable conversation history

To turn on conversation history:
  1. Open your call flow in the call flow builder
  2. Select the Sona step
  3. Turn on the Conversation history toggle
  4. Publish your call flow
That’s it! Sona will start using recent conversation history right away.
You don’t need to add special instructions to your Sona jobs to use conversation history. When Conversation history is enabled, Sona automatically considers past conversations.If you’d like Sona to prioritize certain follow-ups, you can add specific references to your job instructions like, “If the caller previously requested a quote, ask if they have questions about it.”

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How it works

When a call comes in, Sona looks at recent conversations between the caller and the inbox answering the call. This includes:
  • Calls
  • Messages
  • Voicemails
Sona looks back 21 days from the time of the call, up to 30 recent activities. This information is used only to guide the current conversation. No extra setup is needed.

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Key behaviors

SituationWhat Sona does
Past conversationsReferences earlier interactions when helpful, without calling attention to it
Caller questionsAnswers questions about past conversations using real history
Unfinished requestsNotices when something was left unresolved and follows up

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Important details

  • Per-inbox history
    Conversation history is tied to the inbox handling the call. If a caller contacts different phone numbers in your workspace, each inbox keeps its own history.
  • Rolling time window
    Sona always looks back 21 days from the current call. Turning this on gives Sona access to any conversations from that time period.
  • Privacy-safe
    Only information shared with callers is included. Internal notes, comments, reactions, and labels are never used.
  • Always keeps going
    If conversation history isn’t available for any reason, Sona continues the call as usual.

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Using conversation history with Sona jobs

Conversation history works alongside your jobs to help Sona handle calls more smoothly. When both are in place:
  • Sona understands what the caller has already discussed
  • Jobs can build naturally on earlier conversations
  • Follow-up calls feel connected instead of repetitive

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Example scenarios

JobHow conversation history helps
Lead qualificationSkips questions the caller already answered
SchedulingReferences the service discussed on a previous call
Message takingRecognizes the call as a follow-up
EscalationGives your team helpful background from recent conversations

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FAQs

No. Sona looks back 21 days from the time of the call, up to 30 recent activities. Older conversations aren’t used.
Conversation history applies only to the inbox answering the call. Each inbox keeps its own conversation history.
Calls will continue normally. Sona won’t blocks or interrupt your call handling. 

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Need support?

Submit a request at support.quo.com with specific call details and a screenshot of your connection metrics panel so we can help you faster.