How do I add services in Sophiie?

You add services at Settings → Services in your Sophiie dashboard. Services are the work your business actually does — and they're the only thing Sophiie can book into your calendar. This page is also where your service pricing lives (the old pricing page redirects here).

Steps

1. Go to Settings → Services. (Old Train Sophiie bookmarks redirect here.)
2. Click Add service. There's no category step — Sophiie handles that behind the scenes.
3. Enter a Service name — short and clear. The dashboard won't let you add a second service with a name you've already used, but services created by import or by Sophiie herself can slip past that check — so keep your names distinct.
4. Add a description. This is what Sophiie draws on if a caller wants more detail. Use the AI generate button if you'd like a starting draft.
5. Set the Duration in minutes, hours or days. Sophiie uses this to find a slot in your schedule that fits.
6. Choose a Pricing type:

- Fixed price — one dollar amount in your business currency. - Hourly rate — an hourly rate, plus a call-out fee if you charge one. - Price range — a minimum and maximum. - Quote on-site — no number given. Instead you fill in What Sophiie says when asked (for example, "All pricing is confirmed by the team after an initial inspection"). Sophiie uses this wording for this service; leave it empty and she falls back to your organisation-wide pricing message. This box and the Sophiie can disclose price switch are both labelled with your agent's name, so they read differently if you've renamed her.

1. Two switches to know about: the tax switch appears on every mode except Quote on-site, and its name follows your country — Plus GST in Australia and New Zealand, Plus VAT in the United Kingdom. With it on, Sophiie quotes the price plus that tax. And the Sophiie can disclose price switch shows on all four pricing modes — with it off, Sophiie won't say the price at all, and on a Quote on-site service it also hides the What Sophiie says when asked box.
2. Add questions Sophiie should ask the caller for this service, one at a time. For questions with set answers (like yes/no), add Answer options & follow-ups — an answer option can carry one or more follow-up questions, but they only go one level deep, so a follow-up can't have its own follow-up. The same Advanced section holds Trigger phrases: words a caller might say that tell Sophiie they want this service. Use two to eight words per phrase, up to 120 characters — only owners and admins can change them.
3. Choose the outcome in the section headed What Sophiie does — see below. (If you've renamed Sophiie, or chosen a male voice, that heading uses your agent's name.) If you choose Book it, a team step appears for who can be booked onto this service.
4. Click Add service (or Save changes when editing).

Each service is Live or Draft, with an all/live/draft filter on the list — park a service without deleting it. From a service's row you can also duplicate it (a copy to edit, faster than starting fresh) or delete it. There's no cap on how many services you can add.

The five outcomes

Book it (books the job — needs Job bookings switched on) · Send an SMS · Send an email · Take a message (the default — captures details, never books) · Transfer the call (needs Transfers switched on).

Two caveats worth knowing: Send an SMS, Send an email and Transfer the call work on phone calls only. On chatbot and web calls Sophiie falls back to continuing the conversation for SMS and transfers — and Send an email works on phone calls only too, so don't set it on a service your web customers reach. And if you leave a service on Take a message, Sophiie will not book it, even if the caller insists — switch it to Book it if you want bookings. Full details are in "How do I set up service outcome actions in Sophiie?".

Importing services

Click Import and choose where the services come from. Upload file takes a PDF, Word (.docx) or text (.txt) file up to 5 MB. Add link takes the web address of a public page, such as your pricing page. Some accounts also see From Drive, which uses a document already saved in your Drive. She reads the services out of it and shows you a tick list to review before anything is created. Imported services are created Live, so give that list a proper check before you confirm. There's no spreadsheet import for services — spreadsheets are for importing products.

Common Questions

How does Sophiie use my services on calls?

Every live service's title, description, duration and pricing is read fresh from your settings at the start of each call, exactly as you entered it. She won't list your services or volunteer prices unless the caller asks. When a caller's request matches a service, she names it back to them (so they can correct her), then works through your questions one at a time. She speaks naturally rather than reading your wording out verbatim.

Why is Sophiie using an old version of a service I deleted?

If two live services share a name, Sophiie only keeps the most recently updated one — a stale duplicate can shadow the one you edited. Delete or switch off duplicates and old services you no longer offer.

Why can't I pick Book it or Transfer the call?

The capability behind it is off — the greyed-out card says which ("Turn on Job bookings to use this" / "Turn on Transfers to use this"). Send an SMS can also be greyed out when your Sophiie number can't send text messages; the card explains that too.

Can a scenario book a job instead?

No. Only services book. If a caller matches both a service and a scenario, the service wins.

Need More Help?

If Sophiie isn't booking a service you've set to Book it, 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 with the service name and a rough call time.