Sona setup and configuration

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Overview

Setting up Sona involves incorporating it into your call flows, configuring greetings, adding knowledge for answering customer questions, and defining the jobs it should perform during calls. This guide walks you through each step so you can deploy Sona quickly and start having it handle customer calls with confidence.

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Accessing Sona

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Getting to the Sona dashboard

1. Open your Quo workspace on web or desktop
2. Click “Sona” in the left sidebar navigation
3. View available inboxes that you have admin or owner access to
4. Click “Set up” on an inbox to open the call flow builder and continue configuring Sona

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Adding Sona to call flows

Adding Sona steps

1. Access call flow builder canvas
2. Find Sona step in available steps list
3. Drag Sona step into your call flow

Common Sona placements:

• After Ring users step: Handle missed calls automatically
• After phone menu step: Provide specific department assistance
• After business hours step: Offer after-hours support and message taking
• After incoming call: Have Sona support every caller

Multiple Sona configurations:

• Add multiple Sona steps in different call flow positions
• Configure each step with unique greetings and knowledge
• Customize jobs for different scenarios

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Configuring Sona greetings

Greeting configuration:

1. Select Sona step in call flow builder
2. Locate Greeting section in settings panel
3. Customize greeting text to reflect your brand voice
4. Include required elements for compliance and clarity

Essential elements:

• Business identification: Include your business name
• AI disclosure: Clearly identify Sona as AI assistant or virtual assistant
• Recording notice: Mention that calls are being recorded for compliance
• Helpful tone: Maintain friendly, professional voice

Example greeting:

“Hi there, this is Sona, a virtual assistant for Acme Services. I’m here to help answer your questions or take a message. Please note this call is being recorded. How can I assist you today?”

Pro tips:

• Keep greetings concise but informative
• Test greetings with mock calls before publishing
• Update greetings seasonally or for special circumstances

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Choosing Sona’s tone and voice

Sona can match the way your business sounds on the phone. You control this from the Personality button in the Sona step.

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How to set Sona’s tone

1. In the call flow builder, select the Sona step.
2. Click Personality.
3. Under Tone, choose one of the available options.
4. Publish your changes.
   

Tone options:

• Formal: Professional and structured. Sona speaks like an executive assistant at a high-end firm: clear, polished, no slang or contractions.
• Neutral: Polite and businesslike. Sona focuses on solving the caller’s request clearly and efficiently, with a calm, helpful tone.
• Casual: Warm and conversational. Sona sounds friendly and human, uses everyday language and contractions, and builds quick rapport with callers.

Notes:

• Tone affects how Sona speaks, not what it can do. Your greeting, knowledge, and jobs still define behavior.

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How to set Sona’s voice

1. In the call flow builder, select the Sona step.
2. Click Personality
3. Under Voice, choose one of the available options
4. Publish your changes

Voice options: Choose from 4 distinct voices with their own natural-sounding timbre.

• Use the Play arrow next to each voice to hear a sample.

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Beta Setting Sona’s language

Sona speaks English by default, but you can also configure it to speak Spanish or French. Language is set per Sona step from the Personality button in the call flow builder. How to set the language:

1. In the call flow builder, select the Sona step
2. Click Personality
3. Under Language choose: English, Spanish, or French
4. Publish your changes.

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Match your greeting to the selected language

Sona reads the greeting exactly as written. If the greeting remains in English but the language is set to Spanish, Sona will say the greeting in English and then continue the rest of the conversation in Spanish. To avoid a confusing experience for callers, always update the greeting text before publishing.

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Serving callers in multiple languages

Since each Sona step is locked to a single language, the recommended approach for businesses that serve callers in multiple languages is:

1. Add a Phone menu step at the beginning of your call flow asking callers to select their preferred language.

For example: “Press 1 for English, oprima 2 para español, appuyez sur 3 pour le français”

2. Route each option to a separate Sona step, configured with the appropriate language and a matching greeting.

This gives each caller a fully native-language experience from the first greeting message through the rest of the conversation.

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Configuring Sona jobs

Jobs tell Sona what to do in specific situations during a call. While knowledge equips Sona with facts about your business, jobs give it step-by-step instructions—like collecting caller details, qualifying a lead, or escalating an issue. Together, they shape how Sona handles real conversations. To create a Sona job, you’ll need to write detailed intsructions that include:

• What the caller says or asks that should activate the job.
• What Sona should say or do in response.

You can create your own jobs from scratch or start with templates designed for common scenarios. For example:

• Message taking → When a caller wants to leave a message, Sona confirms the request, gathers their details, and reassures them someone will follow up.
• Lead qualification → When a new customer shows interest, Sona collects key details (like name, contact info, and service needs) so your team can follow up effectively.

Jobs are reusable across your workspace, and you can attach up to 10 to any Sona step in your call flow. Once published, they allow Sona to recognize caller intent and follow clear, consistent instructions—making conversations feel natural while ensuring your team gets the information they need.

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Testing and deployment

Mock call testing:

1. Configure Sona step with greeting, knowledge, and jobs
2. Click Test Sona in call flow builder
3. Conduct mock calls to verify behavior
4. Refine configuration based on test results

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Publishing Sona

Going live:

1. Complete configuration of all Sona elements and be sure to add Knowlede about your business.
2. Publish call flow to activate Sona. This is the button at the top of the screen, changes won’t go live until you press it.
3. Monitor initial calls for quality and issues, every Sona call is recorded and transcribed for your reference.
4. Iterate and improve based on real-world performance. If you notice Sona isn’t answering how you’d like, add more info to your knowledge or update your job configuration.

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Troubleshooting setup