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Can Sophiie play background sounds during calls?

Background ambience (office or restaurant noise behind Sophiie's voice) was removed in April 2026 and there are no plans to bring it back. What callers can still hear is Processing sounds — the sound callers hear while Sophiie is thinking, a keyboard-typing clip — and hold music. You control it at Settings → Inquiries → Voice & personality, under Advanced speech.

Steps

  1. Go to Settings → Inquiries → Voice & personality in your Sophiie dashboard.
  2. Scroll to the bottom and expand the collapsed Advanced speech block. Each sound row has a toggle; switch a row on and its controls appear underneath. Background ambience shows a sound selector and a volume slider, and Processing sounds shows a volume slider only — there are no play/preview buttons.
  3. Processing sounds is on by default. It's a keyboard-typing clip that plays while Sophiie is working on a response, so it sounds like she's taking notes during the call. Toggle it off if you don't want it.
  4. Adjust its volume slider if you're keeping it — the slider reads as a percentage, 0–100%.
  5. There's no Save button. Each toggle and slider writes itself (sliders settle about half a second after you let go) and a "Saved." toast confirms the change.

Common Questions

Why can I still see a background ambience toggle?

The control still appears in some dashboards, but it's disconnected — you can switch it on and save it, and callers will hear nothing. Ambience was deliberately removed in April 2026 to protect call reliability, and there's no plan or date to bring it back.

Will callers hear the processing sound?

Yes, whenever it's switched on — and it's on by default. Callers never hear any background ambience, whatever the ambience setting shows.

The setting's description mentions natural fillers like "hmm" — is that what plays?

No. What actually plays is the keyboard-typing clip. The on-screen description is out of date.

How do I hear what my callers hear?

There's no preview in the dashboard for these sounds — place a quick test call to your Sophiie number and listen.

Need More Help?

If you're not sure which sound settings suit your business, ask Sophiie Assistant in your dashboard first — she can guide you or make the change for you. Still stuck? Email support@sophiie.ai or call +61 7 5620 4640.