How to manage knowledge for great Sona AI Agent answers

For Sona to effectively answer questions, you need to provide it with knowledge about your business. Understanding how knowledge management works with Sona will help you use it efficiently. Knowledge management includes creating knowledge to share with your customers and using Sona to share it.

How knowledge management works with Sona

Sona's knowledge management has two separate processes:

1. Creating and editing knowledge pages - Make changes and just publish for these changes take effect immediately for all of the phone numbers in your workspace. This means you add a knowledge page once and can attach it to a Sona step in the call flow of any number in your workspace!
2. Attaching and detaching knowledge pages to Sona blocks - These changes require publishing to take effect.

This design allows you to:

• Create knowledge once and use it across multiple Sona blocks
• Test knowledge changes you publish them
• Have different Sona blocks use different knowledge sets

How to create new knowledge

To add knowledge that doesn't yet exist in your workspace, follow these steps:

1. In your workspace, go to Settings → Phone numbers → Call flow.
2. Hover over the call flow image to see the message "Edit call flow".
3. Look for your Sona step.
4. Click in the Sona step settings to locate the Knowledge section. (See the image below to make sure you're in the right spot!)
5. To add a knowledge page, click to Add knowledge.
6. Either type in new information or paste information from another document.
7. Save your knowledge page.

When you save a knowledge page, here's what happens:

• The content is immediately available for use with all numbers in your workspace that include a Sona step in the call flow.
• It's automatically attached to the current Sona step you're editing.
• After publishing your updated block, you can immediately test Sona with this knowledge.
• To make the knowledge live in your call flow, you must publish the changes.

Note: Currently, you can only write or paste text into a knowledge page. Soon you'll be able to upload files directly. Keep an eye out!

How to use existing knowledge

To use knowledge pages that already exist in your workspace:

1. In the Sona step settings, locate the Knowledge section. Click to add knowledge.
2. In the pop-up, you'll see all available knowledge pages in your workspace.
3. To attach a knowledge page, toggle on the pages you want the specific Sona block to use.

After activating knowledge pages by toggling them on in Add knowledge, you can immediately test Sona with this knowledge configuration. Here are few things to know about testing:

• The test will show exactly how Sona will respond using this knowledge.
• These changes won't affect live calls until you publish the call flow.
• If you discard your changes, the knowledge attachment changes won't be saved.

How to edit existing knowledge

When you edit an existing knowledge page and publish it:

• Changes to the content are applied immediately for numbers referencing the knowledge.
• All Sona step using this knowledge will immediately use the updated content.

Best practices for knowledge pages

For a complete guide on creating effective knowledge pages for Sona, check our our best practice guide "How to train Sona to answer questions and take messages".

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.