How to train Sona to answer questions and take messages

Imagine a 24/7 assistant that can answer questions for your customers and take messages from them. Someone who can reliably reduce your missed calls and help your team communicate with your customers more efficiently. 

That’s what Sona does. If you're looking to get the most value out of Sona, this article breaks down how to best train Sona with your knowledge pages, including page organization and formatting. In this article, we’ll also share an example knowledge page that you can reference to structure your own pages. 

Sona knowledge pages: What they are and what to include 

Sona can to be an extension of your team. But first you need to provide Sona more context so it can answer questions and take messages on behalf of your team. 

You might come across the terms knowledge base and knowledge page when reading about Sona. Here’s what you need to know:

• A knowledge base is your entire set of knowledge pages you can use to train Sona.
• Knowledge pages are the individual documents within your knowledge base. For example, your basic business information or your return policies. 

In other words, your Sona knowledge base is a collection of your knowledge pages. 

As you begin assembling all the documents you need to train Sona, start by reflecting on what your customers ask about most frequently. At minimum, consider including:

• Basic company information: Your business name, what you do, and contact details
• Team information: A list of people who work at the company and their job titles
• Products and services: Clear descriptions of what you offer
• Customer policies: Returns, shipping, refunds, and any other terms of service
• Pricing information: Current rates and payment options
• How-to guides: Step-by-step instructions for common procedures
• Frequently asked questions: Answers to your most common customer inquiries

How to organize your knowledge pages 

When it comes to training Sona to answer customer questions effectively, page organization matters. If you don’t use the right organization for your knowledge pages, Sona may answer questions repetitively or not be able to answer a question at all, which can lead to a frustrating customer experience.

Here are a few best practices to follow for your knowledge page organization:

1. Create one page for each topic: Keep each knowledge page focused on a single topic or question. This helps Sona find relevant information quickly without having to search through unrelated content. For example, splitting basic company information and your service offerings into separate pages.
2. Group closely related information together: If customers typically ask about two topics together (like shipping and returns), it makes sense to keep this information on one page. This gives Sona the complete context it needs to answer related questions.
3. Use clear, descriptive page titles: Name your pages based on what they contain (like "Business Hours" or "Return Policy") rather than using generic titles. This helps Sona quickly identify which page contains the information a customer is asking about. If you have a page describing a process, include “How to” in the title (like “How to change your appointment”).
4. Avoid repeating large blocks of content: Instead of duplicating the same information across multiple pages, keep one definitive version and reference it when needed. This helps prevent Sona from finding conflicting information.

Knowledge page limitations

Keep in mind also as you draft your knowledge pages that:

• Knowledge page guidance doesn’t change Sona’s tone.
• Knowledge page content works best when it’s simple. Layered instructions, such as “If this happens, do that” rules, could result in Sona providing confusing responses.
• Knowledge page content is not instructions for Sona to initiate call actions, for example, transferring a call or sending text messages. These workflows currently aren’t available.

Formatting your knowledge pages

Now that you’re familiar with how to organize your pages, it’s time to learn how to organize content within specific pages. Good formatting helps Sona match customer questions to content within your page faster and can lead to more informed answers. Bad answers can cause confusion and lead to customers asking the same questions repeatedly.

Note: There's a 20,000 character limit for each of your knowledge pages.

Here are best practices to follow with knowledge page formatting:

• Start with key information: Begin each page with the most important details. That way, if a customer asks a straightforward question, Sona can provide a quick answer from this summary.
• Use clear headings and sections: Break up your content with descriptive headings that outline what each section covers. This helps Sona jump directly to the relevant information when answering specific questions.
• Use dashes and numbered lists: Present facts or features, or steps as bullet points with dashes instead of long paragraphs. Break down steps that have an ordered sequence in a numbered listt. This makes it easier for Sona to grasp the important points in each page.
• Structure some content as FAQs: Format common questions as a Q&A within your pages. For example, use "Q: How do I cancel my subscription?" followed by a clear answer. This helps Sona quickly match customer questions to your prepared answers.
• Keep paragraphs short: Limit paragraphs to 2-4 sentences. Shorter paragraphs improve readability and make it easier for Sona to identify key information.
• Write in simple, clear language: Avoid technical jargon or complex terms unless necessary. To check readability, copy and paste any draft into Hemingway Editor. Simple language reduces confusion and helps Sona understand and communicate your information correctly.
• Write complete information: Include all necessary context in your explanations. Instead of writing "Available in two colors," write "The Premium Package is available in blue and green." This ensures Sona has complete information to share with customers.
• Avoid including URLs or links: Don't include clickable links or URLs in your knowledge base content. Instead, describe the location of information in plain text (e.g., "Visit the Support section of our website" rather than "Go to www.example.com/support"). This helps Sona process your content more effectively and prevents issues with link handling.

Example knowledge page

Here’s a sample knowledge page you can use to structure your own Sona knowledge pages. You can either use the copy below or duplicate this template for your own knowledge pages that Sona can use to answer caller’s questions:

#Zest - Return Policy

Our return policy is designed to ensure customer satisfaction while maintaining fair business practices. Below you'll find all the information you need about returning products purchased from Zest.

##Return Window:

- Standard products: 30 days from delivery date

- Custom solutions: 14 days from delivery date

- Digital products: 7 days from purchase if unused

###How to initiate a return:

1. Log into your account at zestconsulting.com.

2. Navigate to "Order History".

3. Select the order containing the item you wish to return.

4. Click "Request Return" and follow the prompts.

5. You'll receive a return authorization and shipping label by email within 4 hours.

Refund Information:

- Full purchase price refunded for items in original condition

- 15% restocking fee applies to opened software packages

- Shipping costs are non-refundable

- Refunds processed within 5-7 business days after we receive the returned item

Frequently asked questions about refunds:

Q: Can I exchange an item instead of returning it?

A: Yes, you can request an exchange during the return process. The same time windows apply.

Q: What if my item arrived damaged?

A: Please contact our support team at support@zestconsulting.com within 48 hours of delivery. Include your order number and photos of the damage.

Q: Do I need the original packaging to return an item?

A: While original packaging is preferred, we will accept returns in alternative packaging as long as the item is well-protected for shipping.

Special Cases:

For bulk orders, educational purchases, or other special cases, please contact our customer service team at 1-800-ZEST-HELP (Monday-Friday, 9 AM - 5 PM EST).

Note: This policy was last updated on March 1, 2025. Returns are subject to the policy in effect at the time of purchase.

Notice how this example page:

• Starts with a brief overview of the policy
• Uses clear headings in all-caps to separate sections
• Employs bullet points and numbered lists for easy scanning
• Includes an FAQ section with direct questions and answers
• Keeps paragraphs short and focused
• Uses complete sentences with all necessary context
• Includes relevant dates and contact information

Following these guidelines will help ensure Sona can quickly find and accurately share information from your knowledge base. You can also test Sona on how well it answers example questions after training it on each of your documents, giving you even more control over how it performs with customers. 

Create follow-up questions when Sona takes a message

By default, Sona will collect a caller’s name and reason for their call. In Sona’s Take a message job, you can request information from customers so you can follow up later. Share the details you want Sona to collect in the Additional details text field.

Here are a few examples:

• For a local landscaping business:

  "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."

   

• For a small bakery:

  "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 an independent auto repair shop:

  "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."

Sona can also ask follow-ups based on what callers ask. If a caller asks Sona about your service offerings, you can prompt Sona to ask callers about which services they might be interested in. 

Here’s an example: 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 questions like “What services do you offer?” or “What do you do?” or “What does your business do?”, answer the question and then ask them “What services are you interested in?” 

Additional details you collect from customers will be included in Sona’s call summary and you can get specific context on the conversation from the included call transcript. 

Just like with your knowledge pages, you can test how Sona asks follow-up questions once you set it up in the call flow builder. 

Get started with Sona today

Sona is designed to answer calls 24/7, provide immediate responses, capture key details, and ensure every customer interaction is logged. With these best practices, you’ll be able to make Sona an extension of your own team. 

Want to go deeper? Here are a few related resources for you:

• FAQS about Sona, the OpenPhone AI Agent
• FAQs about Sona AI Agent costs for calls and usage
• Sona AI Agent pricing
• How to add Sona AI Agent to your call flow

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.