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What should I do if I find a bug or error in Sophiie?

For a problem on a call, flag that call from Inquiries (previously called the Inbox) so our team gets the recording. For anything else — dashboard, integration or mobile app — email support@sophiie.ai with screenshots and what you were doing. We'll get back to you with an update within 24–48 hours, and any updates land on your ticket.

If it's urgent, raise it with Sophiie Assistant in your dashboard rather than emailing — that gets it into the platform straight away. If your subscription is paused or a payment has failed, Sophiie Assistant is switched off, so call us on +61 7 5620 4640 instead.

Steps — reporting a call issue

  1. Go to Inquiries in your dashboard.
  2. Click the three dots on the call's row and choose Flag conversation.
  3. In the Report this conversation dialog, describe what went wrong (the reason box is required) and tick any of the issue boxes that apply.
  4. Submit. You'll get a confirmation email the first time you report a call — if you add more detail to a call you've already reported, we update your report but don't send a second email. Our team then reviews the call.

Flagging is available on calls and voicemails only. For a problem with a chatbot, email, SMS or webform inquiry, email support instead.

Steps — reporting a dashboard, integration or mobile app bug

Email support@sophiie.ai with:

  1. Screenshots of the error or issue
  2. A description of what's happening and when it started
  3. What you did just before it occurred, and what you've already tried
  4. The browser and device you're using (for dashboard issues)

We'll come back to you with an update within 24–48 hours, and communication continues on your ticket so you're kept in the know.

Try fixing it yourself first

Your configuration lives under Settings. The first group is named after your agent — What Sophiie handles, or your own agent's name if you've changed it — and holds Inquiries, Transfers, Job bookings, Quotes and Invoices. The Your business group holds Business profile, Hours, Team, Services, Products and Integrations. Old Train Sophiie bookmarks redirect into Settings.

Sophiie Assistant is available on nearly every page — as a composer box on Home and on the main Settings page, and as a floating button at the bottom of the screen everywhere else. It can guide you through a change or make it for you. If Sophiie Assistant itself errors while making a change, make the change manually under Settings — and let support know if it keeps happening.

Common issues and fixes

Contact import won't work

Import lives at Contacts → Import — you need to be on a paid plan to use it, so if your account is on the free plan or paused you'll be asked to upgrade or resume first. It's a two-step flow: drop your file, then map your columns before anything is imported — it auto-matches First name, Last name, Email, Phone and Address from your header row, and both CSV and XLSX templates are downloadable in the drawer. Every row needs a first name of at least two characters; everything else — last name, email, phone, address — is optional. Rows without a first name are shown as invalid and aren't imported. Phone numbers should include the country code without a plus sign (e.g. 61412345678).

Errors in Jobs, Quotes or Calendar

Check whether your own Sophiie number has been saved as a customer contact's phone number. Nothing stops you doing it, but it causes real problems for that contact: outbound calls to them may be refused, and calls and texts from your Sophiie number get matched to that contact record. Remove your Sophiie number from any contact. There's no need to clear your cache afterwards — the dashboard refreshes its data by itself, and a normal page refresh is the most you'd ever need.

Notification emails not arriving

  1. Go to Settings → Business → Team and check each team member's email address and phone number are entered correctly. (Departments now live at Settings → Transfers, on the Departments tab.)
  2. Go to Settings → Inquiries → Inquiry notifications — there's one rule per team member. Check three things on the rule: that Email is ticked as a delivery method, that the right tags are selected, and that the right channels are selected. A rule set to SMS only will never send an email, however right the tags and channels are. The Manage your team link there jumps back to Settings → Business → Team.

When to contact support

  • You've tried to fix it yourself and the error persists
  • The bug is blocking critical functions
  • Errors are appearing across multiple features at once
  • You're seeing technical error messages you don't understand

Common Questions

How quickly will I hear back?

We'll get back to you with an update within 24–48 hours. If a ticket is raised, all communication happens on the ticket, so you'll be kept in the know as things progress.

What happens after I flag a call?

Our team gets your notes, the issues you ticked and a link to the call recording, where one was made. You get a confirmation email the first time you report a call; adding more detail to an already-reported call updates your report without a second email. Any follow-up comes back to you from the team.

Can I get real-time help with a problem?

Ask Sophiie Assistant in your dashboard first — she can often walk you through the fix on the spot. Paying customers can also be sent a link by email to book a session with the team.

Need More Help?

If you're not sure whether something is a bug or a settings issue, 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.