How do I update my business information and set my business hours in Sophiie?

Your business information and trading hours are set in your dashboard under Train Sophiie > Business Details > Business Information. Sophiie uses this information to speak accurately about your business and to know when you're open.

Step 1: Open the Business Information page

1. Log in to your dashboard at app.sophiie.ai.
2. Go to Train Sophiie > Business Details > Business Information.

Step 2: Enter your business details

Enter or update the following:

• Company Name
• Public Email
• Business Phone
• Website
• Country
• Currency
• Social Media Links — if customers ask, Sophiie can share these instantly
• Business Description — Sophiie uses this for context to create natural responses (she won't read it word for word)

Step 3: Add your additional details

• Main Trade Category
• Service Type — Domestic, Commercial, Industrial (you can choose more than one). These help Sophiie answer questions like "Do you do commercial work?"
• Year Founded
• Experience

These details help Sophiie speak accurately about your business. If you don't have all the information yet, fill in what you can — you can return anytime to update the rest. Leave any fields blank that you don't want Sophiie to share with customers.

Step 4: Set your trading hours

1. Scroll to the Trading Hours section.
2. Select the timezone for your business (e.g., Australia/Brisbane GMT +10:00).
3. Switch each day (Monday to Sunday) on or off.
4. For all days with the toggle on, set your opening and closing times.
5. Save your changes.

Sophiie will automatically switch between your regular greeting and your after-hours greeting based on these times. She will only transfer calls during business hours unless otherwise configured (see After-Hours Behaviour below).

Split-shift hours: You can add multiple time slots per day for split shifts. For example, if your team works 8am-12pm and 2pm-6pm, add both time slots to that day. Sophiie will treat the gap between shifts as after-hours.

Variable schedules: If you have different hours on different days (e.g., Monday to Wednesday 8am-5pm and Thursday to Friday 9am-3pm), simply set different times for each day. There's no need to create separate configurations — just set each day individually.

Step 5: Update your branding

You can upload your business logo. Click to upload or drag and drop your branding logo.

• Max file size: 2MB
• Recommended ratio: 3:1 (810 x 270px)

Your uploaded logo will be used on Sophiie Webforms and in your chatbot.

Step 6: Save your changes

1. Scroll to the top of the page.
2. Click Save.

Changes take effect immediately — as soon as you save, Sophiie uses your updated information.

After-Hours Behaviour

After-hours behaviour does not need to be set up separately. Once you've set your business hours, anything outside of those hours is automatically treated as after hours. Sophiie will use your after-hours greeting and will not transfer calls by default.

Transferring calls after hours

If you need Sophiie to transfer calls to someone outside your business hours (e.g. an on-call team member), you have two options:

Option 1: Ignore business hours for a specific transfer rule

1. Go to Train Sophiie > After Calls > Transfers.
2. Open the transfer rule you want to apply after hours.
3. On the last page, under Routing Logic, tick Ignore business hours.
4. Sophiie will now use that transfer rule 24/7, regardless of your trading hours.

Option 2: Create an after-hours department

1. Create a new department called After Hours.
2. Set the hours for that department to cover your after-hours period.
3. Allocate the team members who should receive calls during that time.
4. Set up a transfer rule to route to the After Hours department.
5. Sophiie will transfer calls to that department outside your regular business hours.

Common Questions

How do I set up Sophiie for holidays or Christmas closure?

To temporarily change Sophiie's behaviour during a closure period:

• Update your trading hours to reflect the closure dates
• Check your trading hours and make sure your time zone is correct
• Update your greeting to mention the closure dates and when you'll be back

Quick option for short closures: For brief holidays or closures, you can also simply update your greeting message to let callers know the team is away and when you'll be back. This way you don't need to change your trading hours — Sophiie will still answer calls and relay the message.

Let us know if you'd like help setting this up — our team can make the changes for you.

Sophiie is saying we're closed when we're actually open — what's wrong?

Check your trading hours in Train Sophiie > Business Details > Business Information. Make sure the times are correct and match your timezone.

I updated my hours — why is Sophiie still using the old ones?

Make sure you pressed Save. If you did, refresh the page and check again. Changes take effect immediately after saving.

Does Sophiie automatically stop transferring calls after hours?

Yes. By default, Sophiie only transfers calls during your set trading hours. To enable after-hours transfers, see the two options above.

Can I update this information from my phone?

Yes, but the desktop is easier for entering longer details.

Can more than one staff member edit our business information?

Yes — any team member with an Admin role can update it. User-level accounts can view the dashboard and inbox but cannot edit training information or business settings. You can set roles under Train Sophiie > Staff & Departments.

How often should I review my details?

Every few months, or after any major business update (hours, services, contacts).

What if I don't want customers to hear certain information?

Simply leave those fields blank — Sophiie will not use them.

Need More Help?

If you're having trouble with your business hours setup or Sophiie is using the wrong hours, let us know and our team will check your configuration.