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How do I set up team member notifications in Sophiie?

You set up notifications at Settings → Inquiries → Inquiry notifications. Each team member gets one notification rule that says which inquiries they're alerted about, from which sources, and whether the alert arrives by email, SMS or both.

Steps

  1. Go to Settings → Inquiries → Inquiry notifications. (An old Train Sophiie → Notifications bookmark will redirect you here.)
  2. Click Add notification. A drawer opens with four fields: Team member, Notify for these tags, Only for inquiries that come in via, and Send the alert by.
  3. Choose the Team member. Each member has one rule — the list only shows members who don't already have one, and the Add notification button disappears once everyone does. To change someone's alerts, edit their existing rule instead.
  4. Under Notify for these tags, tick the inquiry tags they should be alerted about. Leave All tags ticked (the default) and they'll be notified for every inquiry; ticking one or more specific tags narrows it down to just those. Only inquiry tags appear here; customer tags can't be used to drive notifications.
  5. Under Only for inquiries that come in via, tick the sources. There are up to six: Call, SMS, Email, Chatbot, Website booking form and Quote. The first five are channels and only appear once your business has switched them on; Quote is always offered. A new rule starts with every available source ticked, and you must keep at least one.
  6. Under Send the alert by, choose Email, SMS or both — you can also leave both off. If you do, Sophiie asks you to confirm, because that member will then only be alerted by push on the Sophiie mobile app; if they have no device registered either, nothing reaches them. The drawer also shows a Mobile app push row telling you whether Sophiie has a device registered for that person — you can't switch push on from here, the member turns it on themselves in the app under Settings → Push Notifications. For SMS, the member needs a mobile number saved in their team member settings.
  7. Save the rule. It's in force for the very next notification Sophiie sends.

Other notification types

This page covers inquiry notifications only. Job-booking notifications are set up separately at Settings → Job bookings → Job notifications — that page has two channels (SMS and Email) and three messages (Booking confirmed, Appointment reminder and Job completed), plus a Send notifications master switch. The two pages are independent: the Job notifications master switch only controls the job messages Sophiie sends as a job moves along — turning it off doesn't stop inquiry alerts to your team, and there's no master switch on the Inquiry notifications page. Every inquiry rule stands on its own.

Common Questions

Why can't I see a team member in the Add list?

They already have a notification rule — it's one rule per member. Find their existing rule on the page and edit that. If every member has a rule, the Add notification button is hidden entirely.

What happens if I leave All tags ticked?

The member is notified for every inquiry, regardless of tags. Ticking specific tags narrows it down to just those.

Do changes apply straight away?

Yes. Notification rules are read at the moment Sophiie sends the alert — there's no cache and no rebuild step. For a call the alert goes out straight after the inquiry is captured; for a follow-up SMS on a conversation already running, Sophiie waits about 15 seconds so a quick back-and-forth doesn't fire several alerts. A rule you save while a call is still in progress applies to that call's notification. A rule saved after an alert has already gone out won't resend it. The same goes for tags: Sophiie applies tags when she processes the inquiry after it finishes, so a tag you create mid-call is still used for that call — but tags aren't added retrospectively to inquiries already processed.

A team member isn't getting alerts — what should I check?

Open their rule and check the tags, sources and alert method are what you expect. Then confirm their email address or mobile number is correct in their team member settings, ask them to check their spam or junk folder for email alerts, and make sure their account is switched on and your subscription is on a paid plan. For text alerts, your business's Sophiie number must be able to send SMS. And if your account only shows people the inquiries assigned to them, a team member is alerted about their own assigned inquiries only.

Need More Help?

If a team member still isn't receiving notifications after you've checked their rule, 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.