Sona AI is always working for you! Jobs are the different tasks that Sona can perform on a call. Currently, there are two main jobs:
- Answer questions and
- Take a message
Answer questions job
The Answer questions job allows Sona to respond to customer inquiries based on the knowledge you provide. There's no additional configuration needed for this job other than adding knowledge.
Take a message job
The Take a message job allows Sona to collect specific information from callers and surface that information for you in the call summary:
- In the Sona step settings, locate the Take a message job. By default, Sona will always collect the caller's name and reason for calling, even if you don't specify anything
- You can specify additional key information you want Sona to collect, such as:
- Best time to reach back
- Whether a text or phone call is preferred
The order in which you list these items will be the order they appear in the call summary, with each piece of information displayed on its own line. For example, if you specify both First name and Last name as separate items (instead of just Name), they'll appear on separate lines in the summary. Sona will collect this information and include it in the call summary for your team to follow-up.
Pro tip: You can get creative with the text field by adding conditional logic to guide Sona's conversation. For example, you can instruct Sona to ask follow-up questions based on the caller's responses:
”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?”
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.
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