Knowledge management

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Overview

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How Sona knowledge works

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Knowledge architecture

• Knowledge base: Your entire collection of knowledge pages
• Knowledge pages: Individual documents covering specific topics
• Sona steps: Call flow elements that access selected knowledge pages

1. Create knowledge pages - Add content and publish for immediate availability
2. Attach to Sona steps - Select which knowledge pages each Sona step can access
3. Publish call flow - Make knowledge attachments live for customer calls

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Knowledge sharing and reuse

• Create knowledge once and use across multiple Sona steps
• Different Sona steps can use different knowledge sets
• Knowledge pages immediately available to all workspace phone numbers

• Test knowledge changes before publishing call flows
• Knowledge page edits apply immediately to all using Sona steps
• Call flow publishing required for attachment changes

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Creating knowledge pages

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Adding new knowledge

1. Navigate to Settings → Phone Numbers → Call Flow
2. Edit call flow and locate your Sona step
3. Find Knowledge section in Sona step settings
4. Click “Add knowledge” to create new page
5. Type or paste content from your documents
6. Save knowledge page for immediate availability

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Content import options

• Provide website URLs for content extraction
• Sona automatically processes web content
• Creates knowledge pages from existing web materials

• Supported formats: JSON, PDF, CSV, Markdown, plain text
• File size limit: 10MB per upload
• Batch processing: Upload multiple documents simultaneously

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Using existing knowledge

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Attaching knowledge to Sona steps

1. Access Sona step settings in call flow builder
2. Click “Add knowledge” in Knowledge section
3. View all available knowledge pages in workspace
4. Toggle on desired pages for this Sona step
5. Test configuration before publishing

• Immediate testing: Test Sona responses with selected knowledge
• Selective access: Choose specific knowledge for each Sona step
• Change tracking: Modifications require call flow publishing

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Editing existing knowledge

• Immediate effect: Changes apply to all Sona steps using the page
• Global impact: All phone numbers using the knowledge see updates
• Version control: Updated content replaces previous versions

• Test changes with mock calls before publishing
• Coordinate knowledge updates with team members
• Monitor call quality after knowledge changes

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Knowledge organization best practices

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Page structure strategies

• Keep each knowledge page focused on single topic
• Helps Sona find relevant information quickly
• Avoids confusion from mixed topics

• Combine topics customers ask about together (shipping and returns)
• Provide complete context for related questions
• Maintain logical information relationships

• Use descriptive titles based on content (“Business Hours”, “Return Policy”)
• Include “How to” for process-oriented pages
• Avoid generic or vague titles

• Maintain single definitive version of information
• Reference rather than repeat content
• Prevents conflicting information issues

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Essential knowledge categories

• Company information: Business name, description, contact details
• Team information: Staff names, roles, responsibilities
• Business hours: Operating times, holiday schedules
• Location details: Address, directions, parking information

• Service descriptions: Clear explanations of offerings
• Pricing information: Current rates, payment options
• Product specifications: Features, benefits, use cases
• Availability: Stock status, lead times, restrictions

• Return policies: Timeframes, conditions, processes
• Shipping information: Methods, costs, timelines
• Refund procedures: Eligibility, processing times
• Terms of service: Important policies and agreements

• How-to guides: Step-by-step instructions
• FAQ content: Common questions and answers
• Troubleshooting: Problem resolution steps
• Contact escalation: When and how to reach humans

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Content formatting best practices

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Effective page structure

• Begin pages with most important details
• Provide quick answers for straightforward questions
• Include summary information at the top

• Break content into descriptive sections
• Help Sona navigate directly to relevant information
• Create scannable content structure

• Use bullet points for facts, features, or lists
• Use numbered lists for sequential steps
• Keep paragraphs short (2-4 sentences maximum)
• Structure as FAQ when appropriate (“Q: How do I…?” “A: …”)

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Writing guidelines

• Avoid technical jargon unless necessary
• Use complete, self-contained explanations
• Write at accessible reading level
• Test readability with tools like Hemingway Editor

• Include all necessary context in explanations
• Write “Premium Package available in blue and green” not “Available in two colors”
• Provide specific details rather than vague references

• No URLs or clickable links - describe locations in plain text
• No complex conditional logic - keep instructions simple
• No action instructions - Sona cannot transfer calls or send texts

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Example knowledge page structure

# Business Name - Return Policy

Our return policy ensures customer satisfaction while maintaining fair business practices.

## Return Windows:
- Standard products: 30 days from delivery
- Custom solutions: 14 days from delivery  
- Digital products: 7 days if unused

## How to Return Items:
1. Log into your account
2. Navigate to Order History
3. Select the order to return
4. Click Request Return
5. Receive authorization and shipping label

## Refund Information:
- Full refund for items in original condition
- 15% restocking fee for opened software
- Shipping costs non-refundable
- Processing time: 5-7 business days

## Frequently Asked Questions:

Q: Can I exchange instead of returning?
A: Yes, request exchange during return process. Same timeframes apply.

Q: What if item arrived damaged?
A: Contact support within 48 hours with order number and photos.

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Advanced knowledge strategies

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Iterative improvement

• Review call summaries to identify unanswered questions
• Monitor call tags for recurring customer issues
• Track conversation patterns for knowledge gaps
• Update knowledge based on real customer interactions

• Test knowledge effectiveness with mock calls
• Refine content based on Sona response quality
• Add new knowledge pages for emerging topics
• Remove outdated information regularly

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Message collection enhancement

• Landscaping: Property size, service needed, urgency level
• Bakery: Party size, dietary restrictions, event details
• Auto repair: Vehicle details, symptoms, service history

“If caller asks about services, answer and then ask ‘What specific services interest you most?’”

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Troubleshooting knowledge issues