How do bookings work in Sophiie?

Sophiie can book appointments for your callers based on your calendar availability. Here's how it works and how to control it.

If you want Sophiie to handle bookings

For Sophiie to make correct bookings, you need three things set up:

1. Agent Scheduler turned on — Go to Settings > Calendar and make sure the Agent Scheduler toggle is enabled. This is the master switch that allows Sophiie to check availability and suggest times.
2. Calendar linked — Go to Settings > Calendar > Profile Calendar and link your Google Calendar or Outlook Calendar. This is critical — if your calendar is not linked, Sophiie is looking at her own schedule, which is completely empty. She'll think every time slot is free and book people in at any time.
3. Service outcome set to booking — Go to Train Sophiie > Services, select the relevant service, and make sure the outcome action is set to Booking. Bookings are controlled by services, not scenarios.

If all three of these are set up correctly, Sophiie will always make the correct booking based on your real availability.

If you don't want Sophiie to handle bookings

If Sophiie is booking appointments and you don't want her to, follow these steps in order:

Step 1: Turn off Agent Scheduler

Go to Settings > Calendar and turn off the Agent Scheduler toggle. It doesn't matter if your calendar is still linked — if Agent Scheduler is off, Sophiie will not attempt to check your schedule or suggest any times.

Step 2: Remove booking outcomes from services

Go to Train Sophiie > Services and check the outcome action on each service. If any service has its outcome set to Booking, change it to another option (e.g., take a message, transfer).

Step 3: Add a restriction (if bookings still happen)

If Sophiie is still attempting to book after Steps 1 and 2, go to Train Sophiie > Restrictions and add a restriction:

"Do not attempt to create a booking, reschedule a booking, or cancel a booking."

This is the nuclear option — it stops all booking behaviour entirely.

Common Questions

Why is Sophiie booking people at times I'm not available?

Your calendar is most likely not linked. Without a linked calendar, Sophiie sees a completely empty schedule and assumes every time slot is available. Link your calendar in Settings > Calendar > Profile Calendar.

Can scenarios trigger bookings?

No. Scenarios cannot book into your calendar — only services can. Scenarios handle situations (e.g., "caller asks for a quote"), while services are your core offerings. Booking outcomes are set on services, not scenarios.

I want bookings for some services but not others

Go to Train Sophiie > Services and set the outcome action individually for each service. You can have some services set to Booking and others set to Take a message or Transfer.

Need More Help?

If you've checked all of the above and bookings still aren't working the way you expect, let us know and our team will take a look. You can also book a support session here:  https://meetings-ap1.hubspot.com/sophiie/support-catchup