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

Why does Sophiie have long pauses or glitches?

Long pauses or unusual behaviour during calls is usually something our team needs to investigate on our end. There's not a lot you can do to fix this yourself, but reporting it properly helps us resolve it faster.

What to do

Step 1: Report the affected calls

Go to your Inbox in your Sophiie dashboard at app.sophiie.ai (link: https://app.sophiie.ai). Find the calls where the issue happened, click the three dots on the call card, and select Report Call. This sends us the recording and transcript so we can hear exactly what went wrong.

Step 2: Let us know the details

Let us know the following details so our team can investigate:

  • Which calls are affected — report them from your Inbox first, then let us know which ones
  • When the issue started — is this new, or has it been happening for a while?
  • How many calls are affected — is it every call, or just some?
  • What's happening — long pauses, going silent, speaking gibberish, or something else?

The more detail you give us, the faster we can find and fix the problem.

Quick check: is it every call or just some?

  • Every call: This points to an issue on our end. Report the calls and let us know — our team will investigate as a priority.
  • Only some calls: It could be the caller's phone connection causing the issue, especially if it's only happening with one or two callers. If it's happening across multiple different callers, report the calls and let us know.

Speakerphone and background noise

Sometimes what seems like a pause isn't actually a glitch — Sophiie is listening. If the caller is on speakerphone or in a noisy environment, Sophiie may pick up background noise and think someone is still talking. She'll wait for them to finish before responding, which can look like a long pause.

If your callers frequently use speakerphone, this may explain some of the pauses you're hearing.

What our team will do

Once you've reported the calls and emailed support, our team will:

  1. Review the call recordings and transcripts you've reported
  2. Check for any back-end issues on our side
  3. Get back to you with what we've found and the fix

Need More Help?

This type of issue almost always needs our team to look into. Report the affected calls from your Inbox and we'll take it from there.

If you'd like to speak to a team member, let us know and we'll arrange it.