How does SMS auto-reply work in Sophiie?

SMS auto-reply decides whether Sophiie automatically replies to incoming texts. There's one switch for your whole business at Settings → Inquiries → SMS, and a per-customer switch on each conversation.

You'll only see these settings if your Sophiie number can send text messages and the SMS channel is switched on. If your number can't text, the page explains why instead — contact support if you need a number that can.

The business-wide switch

The auto-reply switch at Settings → Inquiries → SMS governs whether Sophiie answers texts at all. With it off, Sophiie won't reply to any text automatically — texts still land in Inquiries, and you can read and reply to them yourself.

This is separate from the SMS channel switch on the same page, which turns the whole text channel on or off.

Per-customer control

To turn auto-reply off for one customer, open their text conversation in Inquiries and choose Turn off auto-reply from the actions menu. That's the only way to change a single customer.

On the SMS settings page you can change every customer at once: click the gear button on the SMS auto-reply card, then Turn on for all or Turn off for all. That replaces the setting on every customer you have, so use it deliberately.

Default for new customers decides whether auto-reply starts on or off for customers created from now on. It doesn't touch anyone who already exists.

Steps — turn auto-reply off for one customer

1. Open Inquiries and find that customer's text conversation.
2. Open the actions menu on the conversation.
3. Choose Turn off auto-reply.

Common Questions

What's the difference between auto-reply and the SMS channel switch?

The channel switch turns the whole text channel on or off. Auto-reply only controls whether Sophiie replies to texts automatically — with it off, texts still arrive and you handle them yourself. See "How do I turn Sophiie's phone, SMS or email channel on or off?"

One customer doesn't want automated texts — can I switch just them off?

Yes — open their text conversation in Inquiries and choose Turn off auto-reply from the actions menu. Everyone else keeps getting automatic replies.

Will new customers get auto-replies?

That's what Default for new customers decides — set it to whichever you want new customers to start with.

Need More Help?

If auto-replies are going to a customer who shouldn't be getting them — or not going out at all — 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.