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How do I choose Sophiie's voice and personality?

You pick both at Settings → Inquiries → Voice & personality in your Sophiie dashboard. Everything here saves the moment you tap it — there's no Save button to find. (An old bookmark to Train Sophiie → Voice & Personality will redirect you here.)

Steps

Choose a voice

  1. Go to Settings → Inquiries → Voice & personality.
  2. Pick an accent with the Accent filter — Australian, British, New Zealand or American. You see one accent's voices at a time, so don't worry if the list looks short: almost every account has ten voices in total (two female and two male Australian, plus one female and one male each for British, New Zealand and American). A small number of older accounts have a shorter Australian-only list and no Accent filter.
  3. Rows are named Voice 1, Voice 2 and so on, with the accent and gender beside the name (e.g. Australian · Female). The style chips above the list (like Casual or Conversational) narrow it further, and the voice you've currently selected shows a short description underneath.
  4. Use the play button on the right of a row to preview that voice.
  5. Click the row itself to choose it — the radio dot fills and the change saves straight away ("Voice updated.").

Choose a personality

  1. On the same page, tap one of the three personality pills: Friendly, Professional or Empathetic. Tapping a pill applies and saves it on the spot ("Personality saved.").
  2. The selected personality shows a one-line description and a preview play button. There's only one preview button, and it plays the personality you've currently got selected — so to hear a different one, you have to select it first, which also applies it. If you don't like it, just tap back.

Fine-tune under Advanced speech

  1. At the bottom of the page is a collapsed Advanced speech section. Its first row is the Profanity filter — switch it on to stop offensive language appearing in transcripts and responses.
  2. The same section holds the speech-tuning controls: Waiting patience (0–200), Pause before responding (0.1–2.0 seconds) and Caller interrupt window (0.1–5.0 seconds). Alongside them sit the processing-sound and volume options, a Background ambience setting and a Pronunciations list. There's no temperature or speed setting.

What happens to Sophiie's name when you change voice

Unless your organisation has the custom agent name add-on (a paid extra), choosing a voice also sets the agent's name from that voice's gender — a female voice makes her "Sophiie", a male voice makes him "Steve" — and your saved greetings and closings are updated in the same save. Every mention of the old name in your call greeting, call closing, chatbot greeting and chatbot closing is swapped automatically, so there's nothing for you to edit.

If your organisation does have the add-on, your chosen name and your greeting text are left untouched. The Name card on this page shows which situation you're in: without the add-on it's locked with an "Add-on" chip and a line saying the name is set to the voice's default (it reads "Her name" for a female voice and "His name" for a male one) (plus an upgrade link into Billing if you have billing access); with the add-on you type the name and press Save name — that one field is the only thing on the page that doesn't auto-save.

Common Questions

Will changing the voice change what Sophiie says?

The content of her responses stays the same, but the name callers hear can change. Without the custom-name add-on, a voice change resets the agent name to the voice's gender default and rewrites it inside your saved greetings and closings — so yes, the words your callers hear do change. With the add-on, nothing changes but the sound.

Can support adjust the personality traits for me?

No. The three presets — Friendly, Professional and Empathetic — are what's on offer, and the support team doesn't make dashboard changes on your behalf. Pick the pill yourself at Settings → Inquiries → Voice & personality, or ask Sophiie Assistant in your dashboard to help you choose.

Does Sophiie remember past callers?

Yes, automatically — there's no toggle to switch on. On phone calls she matches the caller's number against your customer records, and if she finds one she has their saved details in front of her: first and last name, business name, suburb, email address and phone number. She doesn't get their street address. There's no time limit on this — it doesn't matter how old the record is, and there's nothing that expires. What she doesn't get is a history of their past calls, so she won't recall what was said last time. It relies on the caller's real number coming through, so it won't work where numbers are masked (some VoIP setups), and it doesn't run on web chat.

Can I change the voice or personality whenever I like?

Yes — as often as you want, from the same page. Each change saves instantly. It's worth previewing a few voices and personalities to find the pairing that suits your brand and your callers.

Need More Help?

If you're not sure which voice or personality fits 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.