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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.

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Overview

In addition to Knowledge, Sona’s effectiveness also depends on the jobs you define. Clear, well-structured jobs enable Sona to handle caller requests consistently, follow step-by-step instructions, and create natural, professional conversations. Jobs go beyond just answering questions, they let you configure what Sona should say, do, or ask in specific scenarios. This guide covers everything from creating jobs to best practices for writing instructions, using actions, and troubleshooting job behavior.

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What are Jobs?

Jobs are reusable, step-by-step instructions that guide how Sona should respond to callers in specific scenarios. They are different from Knowledge:
  • Knowledge provides business facts (e.g. hours, pricing, policies).
  • Jobs define instructions to help achieve a goal (e.g. taking a message, qualifying a lead, escalating a request, troubleshooting).
Together, Knowledge and Jobs form the foundation of Sona’s behavior.
Think of Knowledge as Sona’s reference library, and Jobs as Sona’s playbook.

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How Sona jobs work

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Job architecture

Job structure:
  • Job library: Your entire collection of jobs, available to all Sona steps across the workspace
  • Jobs: Step-by-step instruction that guide how Sona should respond to callers in specific scenarios
Job limits and fields:
  • You can attach up to 10 jobs per Sona step
  • You can create unlimited jobs in your workspace
  • Each job contains:
    • Name (100 characters)
    • Description (optional, 500 characters)
    • Instructions (step-by-step guidance and caller intent, up to 10,000 characters)
Job workflow:
  1. Create jobs – Define instructions for how Sona should respond to specific caller requests
  2. Attach to Sona steps – Select which jobs each Sona step can use
  3. Publish call flow – Make job attachments live for customer calls

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Job sharing and reuse

Jobs are available workspace-wide:
  • Create a job once and reuse it across multiple Sona steps
  • Different Sona steps can use different combinations of jobs
  • Jobs are immediately available to all workspace inboxes once created or updated
Testing and publishing:
  • Test jobs with mock calls before publishing call flows
  • Job edits apply immediately to all Sona steps using that job
  • Publishing the call flow is required for attachment changes

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Creating jobs

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Adding new jobs

From Sona step settings:
  1. Navigate to Settings → Phone Numbers → Call Flow
  2. Edit call flow and locate your Sona step
  3. Find Jobs section in Sona step settings
  4. Click “Add job” to create a new job
  5. Choose to start from scratch or from a template.
  6. Enter job details – name, optional description, caller intent, and instructions
  7. Optimize instructions: In the job editor, click Optimize to rewrite your instructions for better performance. If you prefer the original, click Undo next to Optimize.
  8. Save job for immediate availability across your workspace
Templates are available in the product as quick starting points. You can use them as-is or customize, or create jobs from scratch.

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Using existing jobs

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Attaching jobs to Sona steps

Job selection process:
  1. Access Sona step settings in call flow builder
  2. Click “Add job” in the Jobs section
  3. View all available jobs in your workspace
  4. Toggle on desired jobs for this Sona step (up to 10)
  5. Test configuration before publishing

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Editing existing jobs

Job updates:
  • Immediate effect: Changes to intstructions apply instantly to all Sona steps using that job
  • Global impact: Updates are reflected for all Sona steps where the job is attached
Best practices for updates:
  • Test changes with mock calls before publishing
  • Open any job and click Optimize to update the Instructions with an improved version. Use Undo to revert immediately if needed.
  • Coordinate job updates with your team to avoid conflicts
  • Monitor call summaries after edits to confirm desired outcomes

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How Sona interprets job instructions

Sona uses jobs as guidance, not as scripts to read from. When Sona receives a call, it reads the attached jobs, interprets the intent of your instructions and applies judgment about how to proceed based on the live conversation. This means:
  • Sona will generally follow the steps you’ve outlined, but may adapt phrasing slightly based on what the caller says
  • If a caller takes the conversation in an unexpected direction, Sona will try to navigate the job instructions in context rather than forcing a rigid sequence
  • Call-to-call variation is expected. You’ll guide tone and content, but Sona generates natural language responses rather than reading a script verbatim.
This is different from an IVR or script-based system where callers follow a fixed path.

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Writing instructions for more predictable results

More explicit and specific instructions produce more consistent behavior. Here are practices that help:
  • Name the goal up front. Open the instructions with a clear statement of what the job is for.(Example: “This job collects the caller’s name, company, and the reason for their call before routing to the sales team.”).
  • Sequence explicitly. If order matters, number the steps. Sona is more likely to follow a numbered sequence than a list of unordered prompts.
  • Specify what to do when callers go off-script. If a caller declines to answer a required question, tell Sona what to do next — skip the step, ask once more, or route to voicemail.
  • Avoid ambiguity. “Ask the caller a few questions” is harder for Sona to act on consistently than “Ask the caller: 1) their name, 2) their company, 3) the reason for their call.”
  • Use the Optimize button. The Optimize feature rewrites your instructions in a format Sona handles well. If you’ve written instructions yourself, Optimize is a good first pass for improvement.