How does Sophiie choose which team member gets a job?

You decide, per service. Every bookable service has a team step where you pick who can be booked onto it and how Sophiie chooses between them — Priority order, Round robin or Least busy.

Steps

1. Go to Settings → Services and open the service.
2. Make sure its outcome is Book it — you'll find it in the section named after your agent, for example What Sophiie does. The team step only appears on bookable services.
3. In the team step, choose which team members can be booked onto this service.
4. Under Assignment logic, choose how Sophiie picks between them (new services start on Priority order):

- Priority order — Sophiie works down your list in the order you set, so your preferred person gets the job whenever they're available. - Round robin — jobs are shared around the team in turn. Sophiie keeps the turn order separately for each service, and picks whoever has waited longest on that service. - Least busy — the job goes to whoever has the fewest jobs booked on that day.

1. Save the service.

Assignment only ever picks between people who are actually available. A member's weekly hours, service area and time off (set at Settings → Business → Team, on their Availability tab) decide whether they can be booked at all — see "How do I set a team member's hours, service area and time off?".

Common Questions

Can different services have different teams?

Yes. The team and the assignment mode are set on each service, so your electrician-only jobs can go to one crew on Priority order while general call-outs round-robin across everyone.

Which mode should I use?

Priority order when certain jobs should go to a specific person first. Round robin when you want work spread evenly. Least busy when you want the job to go to whoever has the fewest jobs booked that day.

Does this affect who calls get transferred to?

No — this controls who gets booked onto jobs. Call transfers follow your transfer rules at Settings → Transfers, which are set up separately.

Why did a job skip my number-one person?

Most likely they weren't available — outside their weekly hours, outside their service area, on recorded time off, or blocked by an event in their connected calendar. Sophiie only assigns people who can actually take the job.

Need More Help?

If jobs keep landing with the wrong person, 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.