Where do I find a customer's call details, summary and recording?

The call itself — summary, conversation and recording — lives on the inquiry card in Inquiries (previously called the Inbox). The caller's details (name, phone, email) live on their contact record, which you can open from the conversation or from Contacts.

Steps

1. Open Inquiries and click the conversation you're after.
2. Read the inquiry card. It has tabs across the top — Summary, Conversation, and an Action log where there is one — so you get the reason for the contact, what was said, and what Sophiie did about it. On a web form enquiry the middle tab is called Submission.
3. Play the recording. The player lets you play and pause, scrub along the timeline, jump using the seek-marker chips, change the playback speed, and download the audio.
4. Read the full transcript. On a call or voicemail, open the three-dot menu on the inquiry card and choose View full transcript — it opens in its own panel headed Call transcript, showing who spoke and what was said. It doesn't show a time next to each line, though on most calls a short line at the end tells you who hung up — for example "Caller ended the call" (some older calls don't have it); if you need the timing of a call, ask Sophiie Assistant in your dashboard.
5. Open the contact record with View customer in the conversation header. It opens as a drawer showing the name, email and phone number Sophiie captured during the call. Tags sit in their own section on the contact record — you can add tags yourself, and Sophiie also adds customer tags of her own once she's read the call. Companies are a second record type alongside contacts.
6. Act on the inquiry. On a call or voicemail, Sophiie suggests the next step on the conversation — for example Schedule the job, Reschedule the job, or an action to create and send a quote or an invoice — those two include the customer's first name, so they read like "Create and send Sarah a quote". She can also offer to resend a quote or invoice she's already sent. If she detects nothing, no scheduling control appears there. To tidy up, archive an individual inquiry from that card's own menu, or use Archive all inquiries from the customer menu in the conversation header.

Common Questions

Why is there no audio on one of my calls?

Call audio is only kept when callers are told they're being recorded. If you've saved a custom greeting that doesn't mention recording, the call is stored with no audio and marked "not disclosed" — so there's nothing to play. The default and AI-generated greetings are treated as disclosed. Sophiie's suggested wording is: "Please note, this call may be recorded for quality and training purposes." At Settings → Inquiries → Greetings & closings, a greeting that doesn't mention recording shows a "Recording disclosure needed" warning, with an Add disclosure button that puts the wording in for you. Support can also force recording on for your organisation regardless of the greeting.

Where did the Pending / Hired / Archived statuses go?

That status switcher was removed from the dashboard. To clear a conversation out of Inquiries, archive it — per inquiry from the card's menu, or all at once with Archive all inquiries.

Can I schedule a job from the contact record?

No. The Jobs section on a contact lists their booked jobs but doesn't create one. From a conversation, scheduling comes from Sophiie's suggested Schedule the job action when she detects a booking intent; otherwise create the job from the Jobs page.

Do text and email conversations show times?

Yes — text, email and chat conversations in Inquiries show a time on each message. It's only call transcripts that don't show a time beside each line — if you need the timing of a call, ask Sophiie Assistant in your dashboard.

Need More Help?

If you can't find a call's recording or summary and the greeting checks out, 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.