How does voicemail work with Sophiie?

Sophiie does NOT have a voicemail. Sophiie REPLACES your voicemail. Instead of a recorded message and a beep, Sophiie answers the call, has a real conversation with your caller, collects their details, and creates an entry in your Inbox with a full summary of what they needed. There is no voicemail box, no recorded greeting, and no "leave a message after the tone" — Sophiie handles it all live.

How to set up Sophiie with your phone

There are two ways to set up Sophiie to receive calls:

Option 1: Ring first, then forward to Sophiie (recommended)

Set your phone to ring for a number of seconds — we suggest 10 seconds — before forwarding to Sophiie. If you or your team don't pick up within that time, the call goes to Sophiie instead of voicemail.

This is the recommended setup because you still see incoming calls and can answer them yourself if you want to.

Option 2: All calls go straight to Sophiie

You can set up your phone so that all calls go directly to Sophiie without ringing your phone first. This works well if you want Sophiie to be your first point of contact for every call. Note that you won't see incoming calls on your phone with this option.

How Sophiie handles calls

1. A customer calls your business number.
2. The call forwards to Sophiie (after ringing, or instantly, depending on your setup).
3. Sophiie answers, greets the caller, and asks how she can help.
4. She collects the caller's name, phone number, and reason for calling.
5. The call appears in your Inbox on the Sophiie dashboard with a summary, and (if call recording is enabled) an audio recording.

You don't need to set up a separate voicemail — Sophiie handles this as part of her standard call answering.

Common Questions

Do I need to turn off my existing voicemail?

Yes. For calls to reach Sophiie, your existing voicemail needs to be turned off. Otherwise, your phone's voicemail will pick up before the call forwards to Sophiie.

• iPhone: Go to Settings, search for "Live Voicemail" and turn it off.
• Android: Go to Phone app > Settings > Voicemail and disable it, or contact your carrier.
• Landline: Contact your phone provider (Telstra, Optus, etc.) to disable voicemail on the line.

What happens if a team member doesn't answer a transfer?

This depends on your transfer type:

• Warm transfer: Sophiie will come back to the caller and let them know the team member is unavailable. She'll then continue the call.
• Cold transfer: Sophiie connects the call directly and leaves. If the team member doesn't answer, the call simply disconnects — there is no voicemail fallback on a cold transfer. We recommend using warm transfers to avoid this.

Can I listen back to call recordings?

Yes. Open the caller's profile in your Inbox and you'll see the call summary, audio recording (if enabled), and transcript. You can listen, speed up playback, or download the audio.

How do I get notified when Sophiie handles a call?

Set up notifications in Train Sophiie > Notifications:

1. Select the team member profile you want to configure
2. Choose how they get notified: email, text (SMS), or both
3. Choose which sources trigger notifications — there are 6 options:
   • Phone calls
   • Text messages
   • Chatbot conversations
   • Emails
   • Web form submissions
   • Accepted quotes
4. Select the tags for the types of communications you want to be notified about. Tags let you filter which specific call types or categories trigger a notification for each team member.

You can set different notification preferences for each team member.

Need More Help?

If you're having trouble with messages not appearing in your Inbox or calls not reaching Sophiie, let us know and we'll check your setup.