What are the channels in Inquiries?
Sophiie takes enquiries through five channels — phone calls, SMS, email, chatbot and web form — and they all land in Inquiries (previously called the Inbox) in your dashboard.
A missed call captured as a voicemail shows up with its own Voicemail label, so you'll see six channel labels in the list. There's no separate Voicemail filter — filter by Call and you get calls and voicemails together.
How the list works
The Inquiries list shows one row per enquiry, each with the icon of the channel it came in on. The one exception is SMS: texts are merged into a single Text conversation per customer rather than one row per message.
Sent is a separate list holding your outbound SMS and email threads only. Enquiries from Test Sophiie (test calls you make from the dashboard) are hidden by default — show them with their own filter.
The customer detail pane
Open a customer's conversation and you'll usually see five channel tabs — Call, Text, Email, Chat and Form, whatever channels the customer has actually used. Two things to know:
- A number on a tab is the unread count for that channel — not how many times the customer has contacted you. A conversation you've read shows no number.
- A channel you haven't set up shows a set-up prompt on its tab instead of an empty list.
One tab is conditional: if your business limits staff to their own transferred calls, those staff see the Call tab only. Every other tab is always there — if a channel isn't set up, its tab explains that instead of showing an empty list, and on the Text tab the reply box tells you when texting is unavailable.
Where each channel is turned on
All channel setup lives at Settings → Inquiries: Phone, SMS, Email and Web (chatbot and web form). Each channel has its own tile there — click a tile to open that channel's page, where you switch it on and set it up.
Your account starts with a web booking form already made and the Web form channel switched on — you don't have to create the form, you only have to place it on your website. If you didn't pick Inquiries during your onboarding, the Web form channel is switched back off for you. The form itself is still there and ready to go the moment you switch the channel on.
Common Questions
Why can't I send a text?
Your Sophiie number doesn't have SMS capability. Both the Text tab and the SMS channel filter hide when SMS isn't available — it's not a fault, it's the number.
What's the Voicemail channel?
A missed call where the caller left a message. It's stored as a call, lives under the Call tab, and has its own icon in the list so you can spot voicemails at a glance. There's no separate voicemail filter, so filtering by Call shows calls and voicemails together.
Why does the number on a tab not match how many times they've called?
Because it's the unread count, not an interaction count. Open the conversation and the number clears.
Does Sophiie support WhatsApp or social media?
Not currently. The five channels above — phone calls, SMS, email, chatbot and web form — are what Sophiie supports.
Need More Help?
If enquiries from a channel you've set up aren't arriving in Inquiries, ask Sophiie Assistant in your dashboard first — she can guide you or make the change for you. Still stuck? Email support@sophiie.ai or call +61 7 5620 4640 and tell us the channel.