How to edit the customer profile card

Step 1: Access the Customer Profile Card

• When a call is handled by Sophie, each caller receives their own unique customer card profile.
• These profiles record each interaction the customer has had with Sophiie via any communication channel.

Step 2: Understand the Key Information

When the caller first calls, Sophie will ask for their name. The following information will be automatically populated on their profile card:

• The caller's name will be at the top.
• Any customer tags will be displayed.
• If they provide an email, it will be auto-populated below their name.
• The phone number they used will also be auto-populated.

Step 3: Review the Call Summary and Audio

Each customer card contains a quick summary of the communication history, including:

• The reason for the call.
• The date of the call.
• A few key points from the conversation.
• A summary.
• An audio recording. As long as Sophie says the call is recorded in the greeting, you will receive the audio in your inbox.

Step 4: Interact with the Audio and Transcript

• You can listen back to the audio recording.
• You can jump to specific points within the audio.
• You can speed up the playback or download the audio.
• You can also view the transcript of what was said during the call.
• You can hover over the transcript to see the date and time the conversation occurred.

Step 5: Manage the Job and Status

From the customer card, you can take several actions to manage the job's status:

• Schedule the job: You can schedule the job directly from the customer card.
• Change the status: You can select a status for the call from the options provided:
  • Pending: This means the caller is waiting to be actioned, such as for a call back. It will remain in the inbox section.
  • Hired: This indicates that the job is in progress or is going to be actioned.
  • Archived: This means the job is done or you want to remove it from the inbox to keep it clear.