Message handling

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Overview

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How message collection works

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Default information collection

• Caller’s name (first and last)
• Reason for calling or inquiry topic
• Callback preference and timing
• Any urgent or time-sensitive information

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Advanced message configuration

1. Access Sona step settings in call flow builder
2. Locate “Take a message” job configuration
3. Add custom collection requirements in Additional details field
4. Define question sequence and conditional logic
5. Test configuration before publishing

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Industry-specific message collection

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Service-based businesses

Collect property size (small/medium/large) and specific service needed (lawn mowing, tree trimming, garden maintenance). If client mentions 'urgent' or 'emergency', ask for preferred time frame for service.

Get vehicle make, model, and year. Ask if check engine light is on or what specific symptoms they're experiencing (strange noise, overheating, etc.). If scheduling maintenance, ask current mileage and when they last had this service performed.

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Retail and food service

Ask for number of people the order is for and any dietary restrictions (gluten-free, nut allergies, vegan). If calling about a special occasion cake, collect event date, preferred flavor, and theme/design ideas.

For reservations, collect party size, preferred date and time, and any special occasions or dietary requirements. Ask about seating preferences if calling for large groups.

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Professional services

Collect nature of legal issue (family law, business, real estate), urgency level, and whether they have existing legal representation. Ask if they prefer initial consultation by phone or in-person.

Ask about reason for appointment (routine checkup, specific concern, follow-up), preferred appointment timeframe, and whether this is urgent or can wait for regular scheduling.

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Conditional follow-up questions

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Dynamic conversation flow

If a caller asks questions related to our product and service offerings, answer the question and then ask a follow-up question related to what services they are interested in. For example, if they ask "What services do you offer?" answer and then ask "What specific services interest you most?"

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Contextual information gathering

If caller mentions scheduling, ask for their preferred date and time. If they mention "urgent" or "ASAP", ask what makes this urgent and collect their availability for the next 24-48 hours.

Which product line they're interested in. If they're interested in the XYZ product line, then ask which model version they prefer. What is their timeline for purchase?

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Message organization and delivery

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Structured call summaries

• Caller identification and contact information
• Primary reason for calling
• All collected custom information
• Urgency indicators and timing preferences
• Next steps or callback requirements

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Integration with call workflow

• Structured summaries appear in call history
• Custom information organized by collection order
• Tags applied based on message content
• Integration with team routing and assignment

• All relevant context captured in single summary
• Eliminates need for callback screening calls
• Enables immediate, informed response
• Supports prioritization based on urgency

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Best practices for message collection

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Effective information gathering

• Start with basics: Always collect name and primary reason first
• Business-specific details: Ask for information that helps you serve customers better
• Urgency indicators: Include questions that help prioritize callbacks
• Contact preferences: Understand how and when customers prefer follow-up

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Question design guidelines

• Use specific options when possible (small/medium/large vs. “size”)
• Ask one thing at a time to avoid confusion
• Include context for why you’re asking (“to help us prepare for your visit…”)
• Keep questions relevant to your ability to help

• Don’t ask for sensitive information unnecessarily
• Avoid questions that require lengthy explanations
• Skip information that doesn’t improve your service delivery
• Focus on actionable details for follow-up

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Testing and optimization

1. Configure collection requirements based on business needs
2. Test with mock calls to verify question flow
3. Review generated summaries for completeness and clarity
4. Refine questions based on actual caller responses
5. Monitor team feedback on summary usefulness

• Review call summaries to identify missing information
• Analyze callback success rates to optimize collection
• Update questions based on seasonal or business changes
• Train team on using collected information effectively

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Common use cases

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Lead qualification

• Budget range or timeline for purchase
• Decision-making authority
• Specific needs or pain points
• Contact preference for follow-up

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Appointment scheduling

• Preferred appointment times
• Service location requirements
• Preparation needed from customer
• Urgency level and flexibility

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Support ticket creation

• Problem description and symptoms
• Previous troubleshooting attempts
• System or product version information
• Impact level and affected users

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Emergency response

• Nature and location of emergency
• Contact information for immediate response
• Safety considerations
• Required response timeline

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Troubleshooting message collection

• Questions too complex: Simplify to single-concept questions
• Missing critical information: Review team needs and add relevant fields
• Caller confusion: Test question clarity with mock calls
• Inconsistent collection: Ensure Sona instructions are specific and clear

• Monitor which information proves most valuable for follow-up
• Adjust collection based on team feedback and customer needs
• Regular review of message quality and completeness
• Continuous refinement based on business evolution