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How do I add FAQs in Sophiie?

You add FAQs at Settings → Inquiries → FAQs in your Sophiie dashboard. FAQs teach Sophiie the answers to the questions your callers ask most, and a new FAQ is in use from the very next call — there's no delay.

Steps

  1. Go to Settings → Inquiries → FAQs. (Old Train Sophiie bookmarks redirect here.)
  2. Click + Add FAQ. A new row appears and you edit it right there in place — there's no separate edit screen.
  3. Type the question the way a caller would actually ask it (up to 255 characters).
  4. Type the answer (up to 5000 characters), or use the AI generate option to draft one — it unlocks once you've typed a question first. The answer field takes dictation too.
  5. That's it — there's no Save button. Changes save themselves as you type.

Your FAQs sit in one list. Each row is either Live (Sophiie uses it) or Draft (parked) — the switch on the row changes it, and that switch is the real on/off control for whether Sophiie answers with it. Use the filter above the list to show only one kind. A hand-typed FAQ starts Live.

Getting FAQs out of a document or your website

The FAQs page can extract FAQs for you from a file or a link:

  1. Click the upload option on the FAQs page.
  2. Give it a .txt, .pdf or .docx file (up to 5 MB), or a public web link.
  3. Review the suggested FAQs in the checklist and untick anything you don't want — they're all ticked to start with, and there's no limit on how many you can bring in at once.
  4. Imported FAQs go straight into your list as Live, so Sophiie can use them on the next call. Untick anything you don't want before you import. To park one afterwards, switch that row to Draft.

Common Questions

How fast do FAQ changes take effect?

Straight away. Sophiie reads your FAQ list at the start of every call and every chat, and on every SMS reply — email replies don't use your FAQs. The only boundary: a call already in progress keeps the FAQs it started with, so a FAQ saved mid-call applies from the next call.

Can I add unlimited FAQs?

There's no cap on the number of FAQs. The limits are per-field: question 255 characters, answer 5000.

Should I add an FAQ if the answer already lives somewhere else in my settings?

No — avoid duplicating information across FAQs, Scenarios, Services and Products. If the same topic lives in two places and only one gets updated, Sophiie can give out the stale version. For prices in particular, keep them on your Services (there's a quick link at the foot of the FAQs page).

What happened to Policies, Documents and Additional Rules?

They've been taken out of the new dashboard's menus and are now read-only. (If your account still uses the classic dashboard, you'll still see Policies and Documents there.) FAQs are the replacement: re-home anything you kept in them as FAQs on this page (the upload option above can extract them from a document for you). For hard "never do this" rules, use Settings → Inquiries → Restrictions instead.

Why can't I open the FAQs page?

Your account doesn't have the Settings access item — without it the FAQs page doesn't open at all, and you're sent to a no-access screen. Ask your account owner or an admin to give you Settings access.

Need More Help?

If Sophiie keeps giving an answer you've already corrected in an FAQ, ask Sophiie Assistant in your dashboard first — she can guide you or make the change for you (the usual cause is the same topic living in two places). Still stuck? Email support@sophiie.ai or call +61 7 5620 4640 with the FAQ wording and a rough call time.