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How do I get onboarding and training for Sophiie?

All Sophiie customers have access to onboarding and training support to help you get your AI receptionist set up and handling calls confidently.

Booking your onboarding session

To schedule your onboarding:

  1. Use our Sophiie AI Onboarding calendar link to book a time that suits you
  2. Sessions are typically 30 minutes and can be scheduled during business hours
  3. You can book multiple sessions if needed — we're here to support you until you're confident

Alternatively, if you need ongoing support or have specific questions after your initial onboarding, you can book a support catch-up session.

What to expect during onboarding

Your onboarding session is hands-on and designed to get you live by the end of the call. During the session, your activation team will:

  • Walk you through the dashboard and show you where all the key features are
  • Show you how to build and edit your Sophiie agent
  • Work through your configuration together with you
  • Get Sophiie live and ready to handle calls before the session ends

Multiple sessions available: If you need more time, you're not limited to one session — additional catch-up sessions are available to work through everything at your pace.

What to prepare before your session

To make the most of your onboarding time and help the activation team get you live faster:

  • Add your business information into the Documents section of your dashboard before the session. The document section will automatically sort and organise where that information should go, which speeds up the activation process significantly
  • Do a test call to your Sophiie agent by calling your Sophiie number before the session — this gives you real, immediate feedback to share with the activation team
  • Have ready: details about your services or products, common questions your customers ask, how you'd like Sophiie to handle different call types, and your operating hours

Note: Your dashboard already comes with your website scraped for initial knowledge (if you have a website), so your agent may already handle some calls well before onboarding. The activation team will show you how to review and refine that information during your session.

Getting additional training for complex calls

If you've been using Sophiie for a while and need help with more advanced configuration:

  1. Book a support catch-up session
  2. Before the call, note any specific issues or call types where Sophiie isn't performing as expected based on your experience going live
  3. During the session, the team can help you adjust and fine-tune your setup based on real feedback from live calls — including services, scenarios, FAQs, and agent logic

Using the Sophiie Agent for self-service configuration

You can get help and make changes directly through the Sophiie Agent tool in your dashboard:

  1. Log in to your dashboard at app.sophiie.ai
  2. Navigate to the Sophiie Agent at app.sophiie.ai/agent
  3. Ask the agent questions about how to make changes, or give it tasks to carry out directly

The Sophiie Agent can help with most configuration tasks, including adding and updating information, setting up features, and guiding you through the platform.

Current limitations: The Sophiie Agent cannot currently set up service flows, scenario flows, or call transfers properly — these should be done manually or with the help of your activation team.

What's included in your account

Once your payment is processed, your account includes:

  • Your Sophiie AI agent with a dedicated phone number
  • Your website scraped for initial knowledge
  • Access to the full dashboard and inbox
  • Ability to set up integrations
  • A chatbot (included in your package)
  • Customised greetings
  • Document section to add and manage your business knowledge
  • Text automations with links
  • Automated bookings
  • Access to the Sophiie Agent for self-service configuration and building out your account
  • Your own dedicated Customer Success Manager (CSM)

All of these features will be covered during your onboarding session. In the meantime, the Sophiie Agent can explain how each feature works and guide you through setting them up yourself.

We strongly recommend completing onboarding before forwarding live calls to ensure Sophiie is properly configured for your business.

If you haven't been contacted yet

Once payment is processed, your account is passed to the Customer Success and activation team, who will reach out to get you started.

Please note:

  • Only customers who have completed payment are handled by the Customer Success and activation team
  • If you haven't paid yet and have questions about getting started, please contact our sales team
  • If you'd like to discuss pausing your account before onboarding, this needs to be a separate conversation with the team — please contact support to arrange this

If you've paid and haven't heard from anyone, use the onboarding calendar link to book directly.

Need help?

We're here to support you, and you have everything you need to get started:

  • Account access: Log in at app.sophiie.ai to manage your billing, settings, and configuration
  • Tutorials: Step-by-step guides are available to walk you through the platform
  • Sophiie Agent: Use the agent tool to get help building out and managing your account
  • Support team: Reach out if you're genuinely stuck or need assistance

If you do contact support, please keep in mind that we follow a process to make sure every customer gets the right help at the right time. This helps us avoid delays and ensures you get the best outcome. Our team won't always be able to drop everything immediately, but we will prioritise your request and get back to you as soon as possible.

To contact support, email us at support@sophiie.ai.