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Setting up Service Outcome Actions

Outcome actions are the actions you want Sophiie to do at the end of the call conversation after the questions are asked. You can select one of the four options for sophiie to do with regards to the caller. For example, the sms or email is being sent to the caller at the end of the call with Sophiie.

Outcome 1: Continue Call

  1. Select this option. 
  2. Nothing else is required.  Sophiie will keep the conversation going when this outcome action is selected. 

Outcome 2: Send SMS

  1. Click to select Send an SMS
  2. Enter the text message for the SMS you’d like sent to the caller. Ensure you include your business name so the caller trusts the Sophiie number the text is coming from.
  3. If you require to send the same SMS message in more than one service or scenario, use the SMS Template option so you can create one text message and assign it to more than one call scenario or service.
  4. To create an SMS template:
    1. Click the New Template button. 
    2. Enter a Template name so you can identify this template for use elsewhere
    3. Enter the content of the text message and ensure you include your business name for trust.
    4. Click Save and Use Template.
    5. This will assign this text to the current service or scenario and will make it available on new services or scenario’s.

This action only works for phone calls. For chatbot and web calls, it will automatically fallback to "Continue Call".


Outcome 3: Send Email

  1. Click to select to Send an Email
  2. Enter the Email Subject
  3. Enter the Content of the Email
  4. If you require to send the same Email in more than one service or scenario, use the Email Template option so you can create one text message and assign it to more than one call scenario or service.
  5. To create an Email template:
    1. Click the New Template button. 
    2. Enter a Template name so you can identify this template for use elsewhere
    3. Enter the Email subject and content of the email and ensure you include your business name for trust.
    4. Click Save and Use Template.
    5. This will assign this text to the current service or scenario and will make it available on new services or scenario’s.

Outcome 4: Transfer Call

  1. Click to select to Transfer the Call
  2. Choose from the Team Member dropdown to select the team member to transfer the caller to. Only team members with phone numbers can be selected.

This action only works for phone calls. For chatbot and web calls, it will automatically fallback to "Continue Call".


FAQs for Outcome Actions

Q. Why can I not select a team member?

Only team members that have a number can be selected. To fix this, go to your team member and edit to add a landline or mobile number and save.