How do I customise Sophiie's phone greeting and closing?

You set both at Settings → Inquiries → Greetings & closings. Type your messages there — changes save themselves as you type, and the Listen back button lets you hear exactly what callers will hear.

Steps

Go to Settings → Inquiries → Greetings & closings. If you also use the chatbot you'll see two tabs — choose Phone calls; if you don't use the chatbot there are no tabs, and the phone settings are already on the page. (Old bookmarks to Train Sophiie → Greetings and Closings redirect here.)
Type your greeting into the message box. If you'd rather talk than type, there's a microphone button inside the box that dictates what you say into the field (it appears when your browser has a mic available). Nothing writes the greeting for you — you word it yourself.
Personalise it with the four insert chips under the box — customer first name, customer last name, business name and agent name. Tap or drag a chip into the message; a chip you've already used changes colour so you can see it's in the message, but you can still add it again. A preview line underneath shows the message with your real business and agent names and a sample caller name. It's up to you whether the greeting mentions that Sophiie is a digital assistant — that's optional.
Keep a recording disclosure in the greeting. Your greeting needs to tell callers the call may be recorded — words like "recorded", "recording", "taped" or "captured" all work, but wording that only says the call is monitored isn't enough. If yours doesn't say it, the card shows a Recording disclosure needed tag warning that calls won't be recorded; click Add disclosure to append the standard line: "Please note, this call may be recorded for quality and training purposes." Without a disclosure the call audio isn't recorded (a transcript is still captured).
Click Listen back to hear the message spoken as a caller would hear it, with the variables filled in.
Optional: click Advanced under the message to set a delay before the greeting plays — 0 to 10 seconds in half-second steps. Most businesses leave it at 0; a short delay just gives the caller a moment before Sophiie starts speaking.
Set your after-hours greeting if you want one. The After hours message card has its own on/off switch and is off by default. It also carries its own recording disclosure and its own delay — if the after-hours greeting has no disclosure, after-hours calls won't be recorded even when your main greeting has one.
Set the closing message the same way in the closing section — same chips, same dictation, same Listen back.
There's no Save button. Edits save themselves shortly after you stop typing — you'll see a "Saving…" then a "Saved" message. One thing can stop a save: if a message introduces your agent by a name that isn't your agent's name, Sophiie refuses it and shows a warning above the messages. Use the Agent Name chip instead of typing the name and the save goes through.

Common Questions