How do I set restrictions in Sophiie?

Restrictions live at Settings → Inquiries → Restrictions — each one is a rule for something Sophiie must never do or say. They replaced the old Additional Rules feature.

How restrictions work

Restrictions are prohibitions only. Sophiie reads each one as "never …", so write the thing to avoid, not a full sentence:

• "give a price estimate" → Sophiie will never give a price estimate.
• "discuss competitors" → Sophiie will never discuss competitors.

The example text shown in the box starts with the word "Never" — don't copy that pattern. Sophiie already adds "never" for you, so start your rule with the action itself. For the same reason, don't write "Do not attempt to book": with the built-in "never", that turns into a double negative and can flip your rule's meaning.

Restrictions shape what Sophiie says. They are not an off switch for what she can do — see the booking note below.

Steps

1. Go to Settings → Inquiries → Restrictions.
2. Click Add restriction and type the rule in the row that opens — phrased as the thing Sophiie should never do, e.g. "give a price estimate".
3. There's no Save button — the row saves itself a moment after you stop typing. The only other action on a row is Delete.

A restriction is a single free-text box (labelled Restriction), up to 255 characters. There's no Live/Draft state, and no limit on how many you can add.

Restrictions do not stop bookings

A restriction will not stop Sophiie taking a booking. Restrictions guide how Sophiie talks — they don't switch off the booking ability, so if Auto bookings is on she can still book. To actually stop bookings, turn off Auto bookings at Settings → Job bookings → Auto bookings, or change the relevant service's outcome at Settings → Services to something other than Book it.

Common Questions

What happened to Additional Rules, Policies and Documents?

Additional Rules, Policies and Documents have been taken out of the menus in the new dashboard. If you follow an old link you'll still see the page, but you can only read it. (If your account still uses the classic dashboard, Policies and Documents are still there.) Their replacements: use FAQs (Settings → Inquiries → FAQs) for information Sophiie should share, and Restrictions (Settings → Inquiries → Restrictions) for hard "never" rules. Move anything you relied on in the old pages into one of those two places.

What's the difference between a restriction and an FAQ or scenario?

A restriction is only ever a "never …" rule. FAQs give Sophiie information to share when customers ask; scenarios tell her how to handle specific situations. If you're trying to make Sophiie do something, a restriction is the wrong tool.

Can Sophiie Assistant set restrictions up for me?

Sophiie Assistant (Sophiie Assistant) can set up services, scenarios, transfers and departments for you, and can guide you through Restrictions — ask it from any page in your dashboard.

Need More Help?

If Sophiie is still saying something a restriction should have stopped, 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 with the wording of the restriction and a rough call time.