> ## 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 job configuration

> Create and manage jobs that tell Sona what to do in specific situations with different callers 

## 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.

## 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.

<Info>
  Think of Knowledge as Sona’s reference library, and Jobs as Sona’s playbook.
</Info>

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***

## How Sona jobs work

### 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

### 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

***

## Creating jobs

### 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

<Info>
  Templates are available in the product as quick starting points. You can use them as-is or customize, or create jobs from scratch.
</Info>

## <img src="https://mintcdn.com/resource-center/smpKL5gZykHbAkhB/images/sona-job-setup.png?fit=max&auto=format&n=smpKL5gZykHbAkhB&q=85&s=42be23c190257d77bbbf60e6b6f47dcc" alt="Setting up a Sona Job " width="2886" height="1730" data-path="images/sona-job-setup.png" />

## Using existing jobs

### 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

### 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