Skip to content
Submit a Support Ticket
  • There are no suggestions because the search field is empty.

Setting Up Team Member Notifications

How to set up notifications so that the right people get alerted about the right things—every time.

Assigning Tags to Team Members

Assign tags to specify which team members should receive notifications about certain types of customers or inquiries.

  1. Go to Train Sophiie > After Call > Notifications

  2. Click on “Assign a Member”

  3. Choose the team member you want to receive notifications

  4. Choose a notification method, either email or text or both. This is where you decide on the way you want to get notified that a call has been taken by Sophiie.

  5. Then select the relevant Customer Tag and Inquiry Tag or tags you want to receive the notification about. You can select one or more tags or you can select to receive a notification for all tags.

  6. Select the sources you want to be notified about.  These are the inbound communication options, such as Calls, SMSs, Sophiie Webform, Sophiie Chatbot or Email.  Choose as many or as few as you want.  

  7. Click “Save” to apply changes.

Best Practice: Discuss with your team to decide who should get which notifications to avoid alert fatigue.

 

Setting Notification Preferences

Choose Notification Methods:

○ Email: Tick to enable email alerts.

○ SMS: Tick to enable SMS/text alerts (member must have mobile number saved in their team member settings).

Default: If no tags are selected, the member will receive all notifications. Once specific tags are selected, only those will trigger alerts.

Source: If no source is selected, no notifications will be received.

 

Best Practices

● Keep It Organised: Use colour coding and clear tag names.

● Review Regularly: Clean up old or unused tags and update team member tag assignments.

● Limit Alerts: Only assign tags to people who truly need them to avoid notification fatigue.

 

Troubleshooting

Team Member Not Getting Notifications?

○ Check their tag assignments and notification method and source is selected.

○ Ensure their email/mobile number is correct.

○ Ask them to check spam/junk for emails.

○ Make sure their account is active.

 

FAQs

Q: What happens if I don’t assign tags?

A: By default, team members will have assigned all tags unless specific tags are selected to filter.

Q: Can I assign multiple tags to a call?

A: Absolutely. Use as many as needed to best describe the inquiry.

Q: Will changes apply immediately?

A: Yes, changes to team members, tags, and notifications are instant once saved.