What do I do if Sophiie isn't working properly?

We're sorry to hear that. To help us resolve this quickly, we need to understand exactly what's happening. Please let us know which of the following best describes the issue.

Tip: You can ask the Sophiie Assistant directly from your dashboard to help diagnose issues. She can review recent calls and help you understand what's going on.

What's happening?

Sophiie is saying incorrect information — usually a quick fix in your dashboard

This is almost always a configuration issue. Go to your dashboard at app.sophiie.ai and check the following sections under Train Sophiie:

Business Information — check for outdated business name, address, phone number, or trading hours
Services — check for incorrect descriptions, outdated follow-up questions, or services that are no longer offered
Products — check for wrong pricing, discontinued products, or inaccurate descriptions
FAQs — check for conflicting answers or outdated information that contradicts other sections
Scenarios — check for incorrect triggers, wrong outcome actions, or outdated response text
Policies — check for any rules that may be affecting Sophiie's behaviour or overriding other settings

Sophiie can only work with what she's been trained on. Update any incorrect information and save.

If your configuration looks correct and Sophiie is still saying the wrong things, please report the specific call from your Inbox (click the three dots on the call card > Report Call) and let us know the details.

Sophiie has long pauses or goes silent during calls — we'll need to look into this

This is typically something our team needs to investigate on our end. Please report the affected calls from your Inbox (three dots > Report Call) and let us know which calls are affected.

Sophiie isn't answering calls at all — check your call forwarding first

Call your dedicated Sophiie number directly — find it in your dashboard under Settings > Phone. If Sophiie answers, the issue is with your call forwarding to the correct Sophiie number, not Sophiie herself. Your phone network may have reset the forwarding after an update or outage — you may need to set it up again.

If Sophiie doesn't answer her own number, let us know and we'll investigate immediately.

Sophiie isn't transferring calls properly — check your dashboard settings first

Check your transfer rules and business hours in the dashboard first. See our article: Why aren't my call transfers working?

Sophiie is speaking in the wrong accent or language — we'll need to look into this

Please report the affected calls from your Inbox (three dots > Report Call) and let us know. Our team will investigate.

Something else not listed above

Let us know the following and our team will investigate:

Your business name
A description of what's happening
Which specific calls are affected (report them from your Inbox if possible)

Common Questions

How do I report a call?

In your Sophiie dashboard, go to your Inbox, find the call in question, click the three dots on the call card, and select Report Call. This sends the recording and transcript to our team to investigate.

How do I turn off call forwarding to Sophiie?

It depends on your phone type:

iPhone: Send a text message to disable call forwarding with your carrier. For example, Telstra users should send 'CFU OFF' to 144. If you're unsure of the process for your carrier, contact them directly — they can disable it from their backend.
Android: Go to Phone app > Settings > Calling accounts > Turn off call forwarding.
Landline: Contact your phone provider (Telstra, Optus, etc.) to remove the forwarding.

Need More Help?

If you'd like to speak to a team member, let us know and we'll arrange it. The more specific you can be about which calls are affected and what Sophiie is doing wrong, the faster we can resolve it.