Why does Sophiie keep repeating herself?

If Sophiie seems to be repeating herself, there are a few things to check across your services, scenarios, and FAQs. In most cases, repetition is caused by duplicate or overlapping information in your dashboard configuration.

Important: Sophie isn't trained to repeat herself. Sometimes what seems like repeating is actually Sophie confirming information back to the caller. If she's unable to understand what the caller said, she may ask again — that's not repeating, it's her trying to get a clear answer.

Check all your services, scenarios, and FAQs for repetitive information

The most common cause of repetition is duplicate or overlapping information across different sections of your dashboard. Check all of the following:

1. Train Sophiie > Services — review each service's name, description, and questions. Make sure no two services cover the same thing with similar wording.
2. Train Sophiie > Scenarios — check for overlapping triggers. If two scenarios cover similar situations (e.g., "customer wants to book" and "new customer enquiry"), combine them or make the triggers more specific.
3. Train Sophiie > FAQs — look for FAQ answers that repeat what's already covered in your services or scenarios. If Sophie has the same information in multiple places, she may cover the same ground more than once in a conversation.

Make sure the answers given to Sophie are not repetitive across these three sections.

Keep questions to a minimum

If a service or scenario has too many questions, conversations can feel drawn out and repetitive. Callers may answer a question naturally during the conversation, but if Sophie has a long list to get through, she may still ask it again.

Keep each service or scenario to 3-5 essential questions — only what you actually need to know.

Improve service and scenario names and descriptions

If Sophie isn't correctly identifying which service or scenario to follow, improve the name and description of each one. Better, more specific naming helps Sophie narrow down the right path and avoid triggering multiple overlapping flows.

Check for duplicates

Scroll through your full list of services and scenarios and look for duplicates. If you've created a new version but left the old one active, both may trigger and cause Sophie to cover the same ground twice.

Delete or deactivate any services or scenarios you're no longer using.

Make sure each flow has a clear endpoint

Every service and scenario should have a clear outcome action — transfer the call, book an appointment, or take a message. If a flow doesn't have a defined endpoint, Sophie may loop back to the beginning.

Common Questions

Sophiie keeps asking if I want to book

If Sophiie is repeatedly asking the caller whether they want to book an appointment, check that the booking action isn't set on multiple services. Only add "Book appointment" as an outcome on the specific service where you want bookings to happen.

Sophiie isn't following my question format

If you've set up a specific order of questions and Sophiie isn't following it consistently, try simplifying the flow. Shorter, clearer questions with distinct purposes work best. Also improve the service name and description (or scenario name and description) to help Sophie narrow down the correct flow.

Still happening after checking everything?

If Sophiie is still repeating herself after reviewing your services, scenarios, and FAQs, this is likely a core AI issue on our end — not something you can fix from the dashboard. Please report the affected calls from your Inbox (three dots > Report Call) so our team can investigate.

You can also book a support session and we'll review your setup with you: https://meetings-ap1.hubspot.com/sophiie/support-catchup