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How to Add Services in Sophiie

Adding services helps Sophiie explain what your business offers to customers. Follow the steps below to add a new service.

Step 1: Open the Services Section

  1. Log in to Sophiie Dashboard

  2. Click Train Sophiie

  3. Select Services

Step 2: Add a Category

  1. Click + Add Category
  2. Select an appropriate category for your products.  If you cannot find the correct category you can use the Category called “other”

Step 3: Add a Service Manually

  1. Click Add Service or the + icon.
  2. Enter Service Name: Use a short, clear service title.
  3. Add a short description.  This will be used if a caller requires more information about the service.  If you’d like help you can use the “Generate description” button and Sophiie will provide a description of your service based on the service name.
  4. AI Response, enter Sophiie’s initial response or use the Generate response button for Sophiie to help create a response.
  5. Estimated Duration, select either hours, minutes or days then enter a number in the estimated duration box.  For example, 1 day, 24 hours, 1440 minutes.  Sophiie will use the Estimated Duration for the service to find in the schedule a time available that will match. 
  6. Select your Service Pricing Mode
    • Fixed Price - add in the box the dollar amount, this will be in your currency set in your business information section.  For example, Fixed Price (AUD)
    • Hourly Rate - enter hourly rate and add a call out fee if applicable. Tick Plus GST or Plus materials if applicable.
    • Price Range - add the starting price in the Min Price box (minimum price) and add the end price in the Max Price box (maximum price)
    • Not applicable - no pricing to be used or set. Will not give out any pricing for this product.  In the text box enter a pricing explanation or terms such as “All pricing is provided by the team after initial inspection” or “Quote on request” for example.  NOTE: If you would like this explanation to only show on this service toggle on the Use Custom Explanation, otherwise this explanation will be used across all services when Not applicable is selected.

Step 3: Setting up Question Rules

  1. Click + Add new question button
  2. Enter the question you’d like Sophiie to ask the caller
  3. Repeat step 2 until all your questions have been asked. 
  4. For questions that require a particular reply such as yes or no, you can branch one level by adding Answer Options & Follow-ups.  To do this:
    1. Click + Add Option for 1 option (answer), click again for another option
    2. Enter option 1 Answer such as yes
    3. Click the plus + button
    4. Add your follow-up question.  You can add as many follow-up questions as you like.
    5. Repeat these steps for option 2, option 3 etc

Step 4: Outcome Action

There are 4 outcomes you can choose from for Sophiie to action during this call conversation.  She can only complete one outcome action per service.

  • Continue Call - keep the conversation going
  • Send SMS - Send a text message to the caller
  • Send Email - Send an email to the caller
  • Transfer Call - Transfer the caller to a team member

Step 5: Save

Click Create Service to save and activate the service.


FAQs for creating a service

Q. Can I add unlimited services?

Yes.

Q. Can I edit them later?

Yes.

Q. Will Sophiie reference these services on calls?

Yes.