Sona keeps your business going, even when you're away! Sona answers calls 24/7, contributing to natural, human-like conversations that capture your customer's key details and answering questions. You never miss a call and your customers never miss a connection to your business.
Sona basics
What is Sona?
Sona is OpenPhone's AI agent that ensures you never miss a call. It answers calls 24/7, provides immediate responses to common questions, captures key details from callers, and ensures every customer interaction is logged. Sona is like having an always-on receptionist that's smarter than voicemail and more affordable than an answering service.
How does Sona work?
Sona uses advanced AI technology to understand requests from your callers, then responds using details (knowledge) you provide. When a call reaches Sona in your call flow, it answers the call, introduces itself, listens to the caller, and either provides information or takes a message.
What languages does Sona support?
Currently, Sona only supports English. If a caller speaks another language, Sona won't be able to respond. We're working on adding support for additional languages in the future.
Can I customize Sona's voice?
At this time, there is only one voice option available for Sona. You can customize what Sona says in its greeting and responses, but not how it sounds.
Is my data used to train AI models?
No, the information you provide to Sona is not used to train AI models. Your business information remains private and is only used to answer questions from your callers.
Set up and configuration
Which plans can use Sona?
Sona is available as an add-on for all OpenPhone plans: Starter, Business, and Scale.
Who can purchase Sona?
You must be a workspace admin or owner to purchase the Sona add-on. Additionally, your account must be on a paid OpenPhone plan (not a free trial) and must use Stripe for billing (not iOS billing).
Can I test Sona before purchasing?
Yes. Testing works the same for current OpenPhone subscribers and those on a trial. In both cases, follow these steps:
- Go to the call flow builder.
- Drag and drop a Sona step into your call flow.
- Add a greeting, knowledge pages, and fill out the Take a message field.
- Hit "Test Sona" to do mock calls.
If you have an active OpenPhone subscription, once you confirm you want to publish that Sona step you can pay for the add-on.
If you're on a trial, purchase a Starter, Business, or Scale plan and then purchase the Sona add-on.
Where can I place Sona in my call flow?
Sona can be placed after the Ring users step, after a Phone menu step, or after a Business hours step.
Note: You can add multiple Sona steps in different parts of your call flow. This means each Sona step in your call flow builder can have its own greeting, use its own knowledge pages, and collect messages differently.
And, once you've purchase the add-on, you can create an unlimited number of Sona steps --- no matter where they are in the call flow, which inbox they’re in, or how many you set up.
Remember that all of your Sona steps will contribute to the total 50-call limit per month, with any calls beyond that billed at $1 per call.
Can I configure Sona differently for different situations?
Yes, you can add multiple Sona steps in your call flow and configure each one differently. For example, you might have different knowledge or greetings during business hours versus after hours.
Want to see Sona in action? Join our upcoming live webinar to learn how this feature can help your team never miss a call. Register here.
To learn even more about Sona, check out these articles.
FAQs about Sona AI Agent billing
How to add Sona to your call flow
How to train Sona to answer questions and take messages
How to manage knowledge for great Sona AI Agent answers
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