Product Introduction

1. Sona by OpenPhone is a 24/7 AI voice agent designed to handle inbound calls, answer customer questions, and capture critical information when human agents are unavailable. It replaces traditional voicemail systems and human answering services by providing instant, AI-driven interactions tailored to a business’s specific needs. The solution integrates directly with OpenPhone’s communication platform, enabling seamless call routing, logging, and team collaboration.
2. The core value of Sona lies in its ability to ensure zero missed customer interactions while reducing operational costs associated with live agents or third-party answering services. It combines conversational AI with customizable workflows to deliver professional, context-aware responses that align with a business’s branding and operational requirements.

Main Features

1. Sona operates 24/7 to answer calls with natural language processing, allowing it to greet callers, respond to FAQs about business hours, services, or pricing, and collect lead information such as names and contact details. It dynamically adjusts responses based on the business’s predefined knowledge base, which includes company descriptions, operating hours, and product details.
2. The AI agent integrates with OpenPhone’s call flow system, enabling users to place Sona at multiple points in the routing logic (e.g., after-hours calls or during peak times). Administrators can customize Sona’s name, greeting, and the specific questions it asks callers, with real-time testing capabilities to preview interactions before deployment.
3. All Sona-handled calls are automatically logged in OpenPhone with full recordings, transcripts, and AI-generated summaries that include key details like caller intent and requested follow-up actions. Teams can filter and review these interactions across devices through a dedicated "Handled by Sona" view in the OpenPhone interface.

Problems Solved

1. Sona eliminates the frustration of missed calls and unreturned voicemails by providing immediate, actionable responses to customers. Traditional voicemail systems often result in delayed follow-ups, while human answering services require significant financial investment and training.
2. The product targets small to medium-sized businesses, startups, and franchises that need 24/7 customer availability but lack the resources for round-the-clock staff. It is particularly relevant for industries like real estate, professional services, and sales teams requiring lead capture outside business hours.
3. Typical use cases include handling after-hours inquiries for appointment-based services, qualifying sales leads through predefined questions, and reducing call volume for support teams by resolving common queries like business hours or service details autonomously.

Unique Advantages

1. Unlike basic voicemail or rigid IVR systems, Sona uses generative AI to engage in natural conversations and adapt responses based on real-time caller inputs. It outperforms human answering services in cost (starting at $49/month for 50 calls) and scalability, with no per-agent fees.
2. Sona’s integration with OpenPhone’s native features—such as call summaries, CRM-like contact management, and team collaboration tools—provides a unified communication hub. Competitors lack this tight ecosystem integration, forcing users to manage AI call handling through separate platforms.
3. The AI agent offers granular customization, allowing businesses to configure multiple Sona instances for different scenarios (e.g., holiday hours vs. regular hours) within the same account. Competitors typically offer one-size-fits-all AI profiles without contextual segmentation.

Frequently Asked Questions (FAQ)

1. How much does Sona cost? Sona is priced at $49 per month for 50 calls, with additional calls billed at $0.99 each (plus taxes). This subscription requires an active OpenPhone Starter, Business, or Scale plan, which start at $13 per user/month.
2. Can I test Sona before purchasing it? OpenPhone users can configure and simulate Sona’s call handling within their account’s call flow settings before buying the add-on. The system blocks final deployment until the subscription is activated, ensuring risk-free testing.
3. What languages does Sona support? Sona currently supports only English-language interactions. Callers using other languages will not receive AI responses, though OpenPhone notes multilingual support is under development for future updates.