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How do I go live with Sophiie?

To go live, you need to forward your business phone to your dedicated Sophiie number. This means when customers call your business, the call is automatically picked up by Sophiie.

Choosing how Sophiie answers: If you want the chance to answer calls yourself or receive transfers back from Sophiie, we recommend having your phone ring for a few seconds first (see Option 1 below). Otherwise, having Sophiie answer immediately works well too (see Option 2).

Step 1: Find Your Sophiie Number

Log into your dashboard at app.sophiie.ai and go to Settings > Phone. Your dedicated Sophiie number is displayed there.

Important: Call forwarding requires a postpaid or business mobile plan. Prepaid mobile plans do not support call forwarding — if you're on prepaid, you'll need to switch to a postpaid or business plan before you can go live with Sophiie. Note for prepaid carriers (Kogan, Aldi Mobile, Amaysim): Even if forwarding is technically supported, you must have credit on your account for the diversion to work. If forwarding suddenly stops, check your credit balance first.

Step 2: Set Up Call Forwarding

Follow the instructions under Divert Calls in your dashboard. The steps depend on what type of phone you're using:

iPhone

The recommended method uses a call forwarding code that lets your phone ring first, then forwards to Sophie if you don't answer:

  1. Log in to your Sophiie dashboard and go to Settings > Phone
  2. Find the call forwarding code provided — this code includes a timer (default 10 seconds)
  3. Open the Phone app on your iPhone and dial the code on your keypad
  4. Your phone will ring for the set number of seconds, and if you don't answer, the call forwards to Sophie

You can change how long your phone rings before forwarding by adjusting the number of seconds in the code.

Note: There is a direct forwarding option available via your iPhone's Settings > Phone > Call Forwarding, but this sends ALL calls straight to Sophie immediately — you won't see incoming calls on your phone with this option. This works well if you want Sophiie to be your first point of contact for every call.

Provider-specific codes (Australian carriers)

If the dashboard code method doesn't work for your carrier, you can use these carrier-specific codes instead. You may need to disable your existing voicemail first.

Telstra:

  • To disable voicemail first: dial 1217
  • To forward unanswered calls: dial *61[YourSophiieNumber]11[seconds]# and press call
  • Example: *610756204640*11*20# forwards to Sophiie after 20 seconds
  • To forward when busy: dial *67[YourSophiieNumber]# and press call

Optus:

  • To disable voicemail first: dial 1509 > Press 5 > Press 2
  • Then set up call forwarding via your iPhone settings (Settings > Phone > Call Forwarding) or use the dashboard code method above

Vodafone:

  • To disable voicemail first: dial 1214
  • Then set up call forwarding via your iPhone settings (Settings > Phone > Call Forwarding) or use the dashboard code method above

Forward when busy (all carriers): You can also set up a "forward when busy" rule by dialling *67[YourSophiieNumber]# — this forwards calls to Sophie when you're already on another call.

Understanding the forwarding code

The code breaks down like this: *61 activates conditional forwarding (CFNA — Call Forward No Answer), *11 means voice calls only, and the number at the end is the ring delay in seconds.

Ring delay options: 5, 10, 15, 20, or 30 seconds. We recommend 20 seconds for a smooth experience — enough time for you to answer, but not so long that callers feel ignored.

Other useful forwarding codes

  • Forward when busy: *67[YourSophiieNumber]# — forwards calls to Sophie when you're already on another call.
  • Forward when unreachable: *62[YourSophiieNumber]# — forwards calls to Sophie when your phone is off or out of range.

Android

The steps vary slightly depending on your phone model:

  1. Open the Phone app
  2. Tap the three dots at the top of the screen
  3. Go to Settings (on Samsung devices, look for Supplementary Services)
  4. Select Call Forwarding
  5. Set "If busy, transfer to" your Sophie number
  6. Set "If not picked up, transfer to" your Sophie number

This way, calls only go to Sophie if you're busy or don't answer. The exact menu names may differ depending on your phone brand and model.

Landline

  1. Contact your phone provider (Telstra, Optus, etc.)
  2. Ask them to set up call forwarding to your Sophiie number
  3. They'll walk you through the process — it usually takes effect within a few minutes

Important: Your landline provider must have the SIP trunk configured to pass through the original caller's ID. Without this, all calls will appear under a single number in Sophiie, which makes it difficult to identify individual callers. Ask your provider to confirm caller ID pass-through is enabled.

How to Remove Call Forwarding

If you need to stop forwarding calls to Sophiie:

  • iPhone: Send a text message to disable call forwarding with your carrier. For example, Telstra users should send "CFU OFF" to 144. If you're unsure of the process for your carrier, contact them directly — they can disable it from their backend.
  • Android: Follow the same path you used to set up forwarding (Phone app > three dots > Settings > Call Forwarding) and turn off the forwarding options you enabled.
  • Landline: Contact your phone provider and ask them to remove the forwarding.

Common Questions

I need an OTP code sent to my landline to verify forwarding. What do I do?

Some providers send a one-time password (OTP) to your phone to confirm forwarding changes. Landlines can't receive text messages, so this won't come through automatically. Let us know and our team will help you complete the verification manually.

I have a 1800 number — can I use it with Sophie?

Yes. Contact your 1800 number provider and ask them to forward calls to your Sophiie number. This works the same as any other forwarding — your 1800 provider handles it on their end.

I need a landline number added to a team member's profile

If you need a landline number allocated to a specific team member, let us know the number and which team member to allocate it to, and our team will set it up.

How do I know Sophiie is answering my calls?

Once forwarding is set up, call your own business number from another phone. Sophiie should pick up and greet the caller using your business name and settings.

Can I go live straight away?

Your Sophiie agent is live from the moment you pay, but she won't start answering calls until you set up call forwarding. Once forwarding is active and your dashboard is configured (business hours, services, FAQs, etc.), Sophiie will start answering calls immediately.

Troubleshooting call forwarding

Still goes to voicemail after setup

Make sure you disabled your existing voicemail first (see the carrier-specific steps above). Try the disable step again, then re-enter the forwarding code.

Forwarding code fails or gives an error

Turn off Wi-Fi Calling on your phone and try again. Wi-Fi Calling can interfere with USSD codes. You'll find this under Settings > Phone > Wi-Fi Calling (iPhone) or Settings > Connections > Wi-Fi Calling (Android).

Forwarding not saving

Restart your phone and try entering the code again.

Not sure what to tell your provider

Ask them to set up conditional call forwarding — specifically CFNA (Call Forward No Answer) and CFB (Call Forward Busy) to your Sophiie number.

Need More Help?

If you're having issues with call forwarding, contact your phone provider — they can help troubleshoot forwarding settings on their end. If Sophiie answers when you call her number directly but not when calls are forwarded, the issue is with your phone or carrier settings, not Sophiie.

For landline team member setup, let us know the number and which team member to allocate it to.