Before you start
A Zentive owner or authorized co-owner can connect Quo on an active Standard or Growth Pro plan. Use your own Quo account; creating its API key needs Quo owner or admin access.
Quo handles your calls. Zentive shows callers needing follow-up, with an AI summary or voicemail when available. Quo and Sona have separate plans and usage charges—check your remaining allowance before a test call.
Connecting Zentive does not set up Sona for you. Sona lives in your own Quo account, and you build its call flow there, customized to your business: your greeting, your services, your service area, and the details you want collected from every caller. Until you do, your numbers keep Quo’s existing call flow, usually ring then voicemail.
Connect your account
- 1
Create a Quo key
In Quo, open workspace Settings → API → Generate API key. Name it Zentive-production, review any terms shown, and keep the key private.
- 2
Verify in Zentive
Open Settings → Integrations → Quo. Paste the key into Quo API key and select Verify account. Zentive encrypts the saved key; the field clears after submission. Read the confirmation or error above the setup.
- 3
Choose your numbers
Select the business numbers you want in Zentive, then Save selection. Wait for setup to finish. With no numbers selected, syncing cannot start.
- 4
Confirm delivery
Set up Sona in Quo for each selected number (next section), or keep voicemail if you are not using Sona, and turn on call summaries in Quo. After checking your allowance, make one call to a selected number and check Message Center → Calls. If delivery is already confirmed, another test call is unnecessary.
Set up Sona for your business
- 1
Open the call flow builder
In Quo on web or desktop (not the mobile app), click Sona in the left sidebar, then Set up on the inbox that owns a number you selected in Zentive. Sona needs Quo owner or admin access and a Sona plan or trial. Repeat for each selected number that should be answered by Sona.
- 2
Place the Sona step
Drag the Sona step into the flow where you want it to answer. Common choices: after Ring Users so Sona picks up only the calls you miss, after your business hours step, or first in the flow so Sona takes every call. Keep voicemail as the last step so callers are never dropped if Sona is unavailable.
- 3
Write your greeting and add your knowledge
Select the Sona step. Under Greeting, name your business, say the caller is speaking with an AI assistant, and mention that calls are recorded. Then add your knowledge: website, service list, service area, hours, and anything callers commonly ask. Sona only knows what you give it.
- 4
Set the message-taking job
Add a job from the message taking or lead qualification template and list the details Sona must collect (checklist below). Tell Sona not to quote prices or confirm appointment times; say that someone from your team will call back. These details are what appear in the Zentive call summary.
- 5
Test, publish, and keep summaries on
Use Test Sona in the builder to run mock calls and adjust wording. Publish; changes are not live until you do. Make sure call summaries are enabled in Quo, since Zentive shows the summary Quo produces. Then place the one real test call from step 4 above.
What Sona should collect on every call
- Caller’s name
- Best callback number
- Service address, including city
- What work is needed, in the caller’s words
- How urgent it is (today, this week, flexible)
- Best time to call back
- Whether the address is inside your service area
- No prices promised and no appointment times confirmed—a team member calls back
Zentive never changes your Quo call flow
Answering, routing, greetings, and Sona’s questions are all managed in Quo. If Sona is not answering, check in Quo that the Sona step is published and the flow is active for that number. If summaries are thin, add more knowledge and tighten the job instructions in Quo. Zentive shows what Quo delivers; it cannot fix the intake on its side.
Review and return calls
- 1
Open Needs attention
Go to Message Center → Calls. The amber phone count shows unresolved caller items. Repeat calls update one card with Called 2 times, for example, while preserving the original waiting time.
- 2
Return the call
Review the AI summary or Voicemail. Call back opens your device’s calling app; the outgoing number depends on that app. To call through Quo, choose View in Quo when available and place the call there.
- 3
Keep the right customer record
Click a linked caller name to open their record. For an unknown caller, use Create lead or the three-dot menu → Attach to customer or lead. Review the match or prefilled lead details before saving.
- 4
Clear it when finished
Select Mark handled. Undo is available for 20 seconds. Later, open All calls, find the call, and select Mark as needing attention to put it back. Search accepts a name or number. A late summary alone will not reopen a handled item.
Choose your alerts
- 1
Set your preference
Open Settings → Notification preferences → Quo call alerts. Set Call alerts and, if wanted, Quiet hours. Check the displayed timezone, then Save preferences.
- 2
Allow this browser
If notifications are blocked, select How to enable notifications and follow the steps for your browser. The alert preference can be on even when this browser cannot receive it.
Calls stay visible
Calls appear in Message Center even when alerts are off or quiet hours apply. Repeat calls and later summaries update the same open item without sending another alert.
Quick fixes
- 1
Key rejected or numbers missing
Check that the key belongs to the intended Quo workspace and is still valid. Read the displayed error, correct the key if needed, and retry. Never send your key to support.
- 2
Connecting or reconnect required
Let setup finish. Use Check connection or the retry/reconnect action shown. Confirm your number selection afterward; repeatedly disconnecting is not a useful first step.
- 3
Call or summary missing
First find the call in Quo. Confirm it reached a selected number while syncing was enabled. Check All calls and clear search filters. Summaries can arrive later; check Quo’s summary settings if the call appears without one.
- 4
No alert, but the call is there
Check Call alerts, quiet hours, browser permission and your device’s notification settings. If the caller already has an open card, another call may update that card without another alert.
- 5
Call back opens the wrong app
This button uses your device’s calling app. Use View in Quo to place the call through Quo instead.
Change numbers or disconnect
Return to Settings → Integrations → Quo to change numbers and Save selection. Disconnect stops future syncing and clears the selection; saved call history remains. Confirm only when you want syncing to stop.
Open the right page
- Quo connection settings
Connect your account or change selected numbers.
- Calls
Review callers needing attention.
- Notification preferences
Choose call alerts and quiet hours.
- Quo’s API key instructions
Official key setup and security guidance.
- Quo’s Sona setup guide
Quo’s own instructions for the call flow builder, greeting, knowledge, and jobs.
- Still stuck? Contact Zentive support
Include the visible error, call time and timezone, and last four digits of the business number. Never include your API key or password.
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