How do I reply to and action an enquiry?

Open the enquiry in Inquiries (previously called the Inbox) and reply straight from the conversation using the composer — type the reply yourself or ask Sophiie to draft it for you. From the same enquiry you can also act on Sophiie's suggested action (calls and voicemails), start a quote or invoice, and read email threads with their attachments.

Replying to a customer

1. Open Inquiries and click the enquiry.
2. Write your reply in the composer with the conversation. Sophiie picks the channel the customer contacted you on — a text gets an SMS reply, an email gets an email reply. For a call, voicemail, chat or web form enquiry she uses the first channel the customer can be reached on: SMS when you hold a valid mobile number for them, email otherwise.
3. Want it to go the other way? If the customer can be reached both ways, a two-part switcher sits at the top of the reply box, marked SMS and Email. If you only hold one contact detail for them there's no switcher — the box tells you which channel it's using, for example "Replying by SMS". If the customer texted you but the text channel is no longer usable, the box asks you to pick a channel before you can send; that happens when the contact has no valid mobile number, or your Sophiie number can no longer send texts, and the box names the reason. (If the customer texted you but your Sophiie number can no longer send texts, the box asks you to pick a channel before you can send.)
4. Send. Your outbound SMS and email threads also appear in the Sent list in Inquiries.

Let Sophiie draft the reply

Instead of typing the reply yourself, tell Sophiie what you want to say — for example, "let them know we can fit them in Thursday morning" — and she drafts the reply for you in the composer. Review it, edit anything you like, then send. Nothing goes out until you send it.

The Suggested action

Calls and voicemails show a Suggested action — Sophiie's read on what to do next. Select Review to see it, then Confirm and run if you want it done. Other channels don't show one. It's a shortcut, not an obligation: use it when it matches what you'd do anyway, or ignore it and handle the enquiry your own way.

Start a quote or invoice from the enquiry

Use the + menu on the enquiry to start a Quick quote or a Quick invoice — handy when someone has asked for a price and you want to get it to them while the conversation is fresh. A quote opens over the top of Inquiries so you keep your place; an invoice opens on its own Invoices page. The full build is covered in "How do I create and send a quote?"

Email threads and attachments

For an email enquiry you can read the whole email thread in the conversation view, and download any attachments the customer has sent.

Common Questions

What about the messages Sophiie drafts on her own?

Replies Sophiie drafts herself wait for your approval in Tasks — nothing she writes on your behalf is sent without review. See "What are Tasks and how do I approve messages Sophiie drafts?"

Do I have to use the Suggested action?

No. It's there to save you working out the next step — nothing happens unless you choose Confirm and run.

Where do my sent replies go?

The Sent list in Inquiries holds your outbound SMS and email threads.

Need More Help?

If a reply won't send, or a draft from Sophiie isn't coming out right, 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.