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How do I set up scenarios in Sophiie?

Scenarios are types of calls that don't involve booking a service. They cover specific situations a caller might ring in about that fall outside of the work your business actually does. For example:

  • Paying a bill or asking about an invoice
  • A job application enquiry
  • Someone who lost or left behind an item
  • Cancelling or rescheduling an existing appointment
  • Asking for a specific person by name

You can set scenarios up and change them anytime from your dashboard.

Where to find scenarios

Go to your dashboard at app.sophiie.ai and navigate to Train Sophiie > Scenarios.

How scenarios work

Each scenario has three parts:

  1. Triggers — The words or phrases that activate the scenario. For example, "I need a quote" or "I want to book an appointment."
  2. Questions — What Sophiie asks the caller once the scenario is triggered. For example, "What service are you after?" or "What's your postcode?"
  3. Outcome actions — What Sophiie does once she has the answers. Options include:
  • Transfer the call to a team member or department
  • Send an email — Sophie sends an email. You can set a subject and content, and save it as a reusable template.
  • Send SMS — Sophie sends a text message to the caller. You can create reusable SMS templates to save time. Tip: include your business name in the message so the caller trusts the number it's coming from.
  • Continue Call — Sophiie continues the conversation without taking a specific action. This is the default fallback.

Note: SMS and Transfer Call outcomes only work for phone calls. For chatbot and web calls, Sophie will automatically fall back to "Continue Call."

Important: Scenarios cannot make bookings directly into the calendar — only Services can do that. If you need Sophiie to book appointments, set that up under Train Sophiie > Services.

Scenarios vs. Services

  • Services = your core business offerings (e.g., "Plumbing repair", "Initial consultation"). Services can trigger bookings.
  • Scenarios = specific situations Sophiie faces on calls (e.g., "Customer wants a quote", "Customer asks for a specific person"). Scenarios control the conversation flow but cannot book directly into the calendar.

If you haven't set up any scenarios yet, that's okay — Sophiie will still handle calls like a professional receptionist, greeting callers and continuing the conversation.

Restrictions

Under Train Sophiie > Scenarios & Restrictions > Restriction, you can add anything you don't want Sophiie to talk about. For example:

  • "Sophiie should never give an estimate of the price."
  • "Sophiie should never discuss competitor products."
  • "Sophiie should not share individual staff members' personal phone numbers."

Restrictions override other training — if Sophiie has information that could answer a caller's question but you've restricted that topic, she'll follow the restriction instead.

Adding or editing a scenario

  1. Go to Train Sophiie > Scenarios in your dashboard
  2. Click Add Scenario (or click an existing one to edit it)
  3. Set your triggers — the words or phrases that should activate this scenario
  4. Add your questions — only include the ones you actually need (see below)
  5. Choose your outcome action — what Sophiie should do once she has the information (transfer, Continue Call, or send an email)
  6. Save your changes

Important: Make sure your scenarios are unique and don't overlap with each other or with your services. If two scenarios or a scenario and a service have similar triggers, Sophiie may pick the wrong one. Keep each scenario's triggers distinct.

Answer Options & Follow-ups

For questions that need specific replies (like yes or no), you can branch one level using Answer Options.

  1. Click + Add Option on a question
  2. Enter the option text (e.g. "Yes")
  3. Click + next to the option to add a follow-up question for that answer
  4. Repeat for other options (e.g. "No")

This lets Sophie ask different follow-up questions based on what the caller says.

Common issues and how to fix them

"Sophiie is triggering the wrong scenario"

This usually means two scenarios (or a scenario and a service) have overlapping triggers. Review your scenarios and make sure each one has distinct, non-overlapping trigger phrases. Also check your Policies under Train Sophiie to make sure there are no conflicting rules.

"Sophiie is asking too many questions and clients are getting annoyed"

Go to your scenario and remove any questions that aren't essential. Keep it to the bare minimum — usually 1-2 questions is enough. The fewer questions Sophiie asks, the smoother the call feels for your customers.

Ask yourself: do I actually need this information before I can help the customer? If not, remove the question.

"Sophiie keeps suggesting solutions when I just want her to transfer the call"

Check your scenario's outcome action. If you want Sophiie to transfer the call, make sure the outcome is set to transfer — not to provide information or book an appointment.

Also check your FAQs, Services, and Policies sections under Train Sophiie. If Sophiie has information about a topic, she may try to answer it herself before reaching the scenario. Remove or adjust any FAQs that cover the same topic as your scenario if you'd prefer Sophiie to follow the scenario instead.

"A customer asks for Paul or Marie by name, but Sophiie asks why they want to be transferred"

For this, you should create a Transfer Rule rather than a scenario. If you use a scenario, Sophie will always ask the reason for the call — which is what causes the issue.

When setting up the transfer rule, you can choose cold or warm transfer depending on your preference:

  • Cold transfer — Sophie transfers the call immediately without asking any questions. She leaves the call once connected.
  • Warm transfer — Sophie stays on the line, tries to connect the person, and if they're unavailable, comes back to tell the caller.

To set this up:

  1. Go to Train Sophiie > Transfer Rules
  2. Create a new transfer rule for the team member's name
  3. Choose cold or warm transfer depending on how you want it handled

"I changed my scenario but Sophiie is still doing the old thing"

Changes can take a few minutes to take effect. Try calling your Sophiie number to test after a couple of minutes. If it's still not working after 5 minutes, report the call and let us know.

Testing your scenarios

After making changes, call your Sophiie number and say the trigger phrase to check it works the way you expect. This is the quickest way to catch any issues before your customers do.

Need more help?

If you've set up your scenario and it's not behaving as expected, let us know:

  • Which scenario you're having trouble with
  • What Sophiie is doing vs. what you want her to do
  • Any specific calls where the issue happened (report them from your Inbox using the three dots > Report Call)
  • Check your Policies under Train Sophiie for any rules that might be affecting behaviour