> ## 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 conversation history

> Learn how Sona uses previous conversations to make follow-up calls feel natural and connected.

## 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.

***

## 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.

***

## 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.

<Tip>
  You don’t need to add special instructions to your [Sona jobs ](https://support.quo.com/core-concepts/ai-automations/sona/sona-job-guide)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*."
</Tip>

***

## 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.

***

## Key behaviors

| Situation           | What Sona does                                                                |
| ------------------- | ----------------------------------------------------------------------------- |
| Past conversations  | References earlier interactions when helpful, without calling attention to it |
| Caller questions    | Answers questions about past conversations using real history                 |
| Unfinished requests | Notices when something was left unresolved and follows up                     |

***

## 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.

***

## 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

### Example scenarios

| Job                | How conversation history helps                               |
| ------------------ | ------------------------------------------------------------ |
| Lead qualification | Skips questions the caller already answered                  |
| Scheduling         | References the service discussed on a previous call          |
| Message taking     | Recognizes the call as a follow-up                           |
| Escalation         | Gives your team helpful background from recent conversations |

***

## FAQs

<AccordionGroup>
  <Accordion title="Does Sona remember conversations forever?">
    No. Sona looks back 21 days from the time of the call, up to 30 recent activities. Older conversations aren’t used.
  </Accordion>

  <Accordion title="Will conversation history affect all phone numbers?">
    Conversation history applies only to the inbox answering the call. Each inbox keeps its own conversation history.
  </Accordion>

  <Accordion title="What happens if conversation history isn’t available?">
    Calls will continue normally. Sona won't blocks or interrupt your call handling. 
  </Accordion>
</AccordionGroup>

***

## Related articles

* [Sona job configuration](https://support.quo.com/core-concepts/ai-automations/sona/jobs-configuration)
* [Sona job guide](https://support.quo.com/core-concepts/ai-automations/sona/sona-job-guide)

***

## Need support?

Submit a request at [**support.quo.com**](https://support.quo.com/help/submit-a-request) with specific call details and a screenshot of your connection metrics panel so we can help you faster.