Why does Sophiie have long pauses or glitches on calls?

Long pauses often come down to timing settings you can adjust yourself at Settings → Inquiries → Voice & personality, under Advanced speech. If it's a genuine glitch — silence, gibberish, cutting out — flag the affected calls from Inquiries and we'll get back to you with an update within 24–48 hours.

Steps

1. Check the timing sliders first. Go to Settings → Inquiries → Voice & personality and expand Advanced speech (you'll need to be an owner or admin, or have the Settings permission). Three sliders directly govern pause length:

- Waiting patience (recommended 100) — how long Sophiie waits before stepping in. - Pause before responding (recommended 0.4s) — the gap after a caller finishes before Sophiie replies. - Caller interrupt window (recommended 1.0s) — how easily a caller can cut in while she's talking. Changes save themselves as soon as you let go of a slider — there's no Save button.

1. If the pauses don't match a settings cause, report the calls. Open Inquiries in your dashboard, find the affected call, click the three dots on the row and choose Flag conversation. The dialog that opens is titled Report this conversation.
2. Fill in the reason and tick the issues that apply. Flagging sends our team your reason, the issues you ticked, and a link straight to the call. If the call was recorded, we get the recording too — calls are only recorded when your greeting tells callers the call may be recorded.
3. Give us the picture: when the issue started, how many calls are affected, and what's actually happening — long pauses, going silent, speaking gibberish, or something else. The more detail, the faster we can pin it down.
4. We'll get back to you with an update within 24–48 hours. If a ticket is raised, all communication about the issue happens on the ticket, so you'll be kept in the know.

Speakerphone and background noise

Sometimes what looks like a glitch is Sophiie listening. If the caller is on speakerphone or somewhere noisy, Sophiie can hear the background noise as someone still talking and politely wait for them to finish — which comes across as a long pause. If your callers are often on noisy job sites or speakerphone, lower the Waiting patience slider so she steps in sooner.

Common Questions

What if the problem call isn't in my Inquiries list?

Very short, anonymous or unanalysed calls don't create an inquiry, so they can't be flagged from the dashboard. You'll find every call Sophiie answered at Settings → Workspace → Call logs — note the call's time and the caller's number there and email them to support@sophiie.ai instead.

Does it matter whether it's every call or only some?

It helps us either way — tell us which when you report. If it's only happening with one or two callers, a poor phone connection on their side may be part of it; if it's happening across many different callers, flag a few examples so we can compare them.

Does flagging send the whole transcript?

It sends your reason, the issues you ticked, and a link to the call — our team opens the call from that link to review it. If the call was recorded, we get the recording too; calls are only recorded when your greeting tells callers the call may be recorded.

How long until it's fixed?

We'll come back to you with an update within 24–48 hours, and communication continues on the ticket until it's resolved.

Need More Help?

If you're not sure whether it's a settings issue or a glitch, ask Sophiie Assistant in your dashboard first — she can guide you through the timing settings or make the change for you. Still stuck? Email support@sophiie.ai or call +61 7 5620 4640.