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How do I set up service outcome actions in Sophiie?

A service's outcome action is what Sophiie does when a caller wants that service. You set it on each service at Settings → Services — open the service and look for the section named after your agent, for example What Sophiie does. There are five options, and Book it is the one that puts a job on your calendar.

The five outcomes

  1. Book it — Sophiie books the job into your calendar during the call. This is the reason services exist. Book it needs the Job bookings capability switched on — if it's off, the card is greyed out with "Turn on Job bookings to use this". Book it is also the only outcome that routes the job to a team member, via Who does this job.
  2. Send an SMS — Sophiie texts the caller. Personalise it with the variables {first_name} {last_name} {address} {phone} {email} — tap or drag a chip to insert one. A live counter shows characters and how many SMS segments the message will use. Include your business name so the caller trusts the number.
  3. Send an email — Sophiie emails the caller from your connected inbox. The same variable chips sit under the email message box. You can type variables into the subject by hand too and they'll be substituted at send time — but note the subject has no chips, and a mistyped variable in an email shows no warning (the "unknown variable" warning appears for SMS only), so double-check your spelling.
  4. Take a message — the default. Sophiie treats the service as information-only: she captures the caller's details and notifies your team, and she will not book — even if the caller pushes to. If you want bookings, you must switch the outcome to Book it. Leaving this default in place is the most common reason behind "Sophiie won't book my jobs".
  5. Transfer the call — Sophiie transfers the caller. Needs the Transfers capability on; greyed out with "Turn on Transfers to use this" if not.

Which outcomes work on which channel: Book it and Take a message work on every channel. Send an SMS and Transfer the call work on phone calls only — on other channels Sophiie keeps the conversation going instead. Send an email works on phone calls only too, so don't set it on a service your web customers reach.

Reusable templates

SMS and email templates save you rewriting the same message across services and scenarios:

  1. In the SMS or email composer, expand the Saved templates card at the top.
  2. Write your message, then click Save current as template.
  3. Saved templates offer Use, Duplicate and Delete.

SMS and email templates are separate lists, template names must be unique across your business, and templates are shared between services and scenarios — write once, use everywhere.

Emails support up to 5 attachments, 20MB total.

Steps

  1. Go to Settings → Services in your Sophiie dashboard.
  2. Open the service you want to change.
  3. Under What Sophiie does, pick one of the five outcome cards.
  4. For Book it, set Who does this job. For SMS/email, write the message (or pick a saved template). For Transfer, choose the destination.
  5. Use the Preview panel to check how it reads, then save.

Common Questions

Why is Book it (or Transfer the call) greyed out?

The capability behind it is switched off — the greyed-out card tells you which one ("Turn on Job bookings" / "Turn on Transfers"). Send an SMS can be greyed out too, when your Sophiie number can't send text messages; the card says so. Contact support if you need a number that can text. A service that was already saved with one of these outcomes still opens on its saved settings in the editor, but the outcome won't run on a live call while the capability is off. With Transfers off, Sophiie doesn't transfer — she keeps the conversation going instead. With Job bookings off, she can't book — she takes a message instead. Your saved setting isn't rewritten, so switching the capability back on restores the outcome exactly as you left it.

Why isn't Sophiie booking jobs for this service?

Almost always because the service is still on Take a message — the default. Take a message never books, no matter what the caller says. Change the outcome to Book it.

Do my templates carry across to scenarios?

Yes. Service outcomes and scenario outcomes are the same machinery, and templates are shared between them.

What happens if a caller matches both a service and a scenario?

The service wins. When Sophiie picks up intent for a specific service, that takes priority over any scenario.

Need More Help?

If a service outcome isn't firing the way you've set it — for example Book it is selected but jobs aren't landing on the calendar — 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 service name and a rough call time.