Why does Sophiie sound distorted or slurred on calls?

Work out where the problem lives first: run a test call from your dashboard — a web call that skips the phone network entirely — and compare it with a normal phone call. Then flag the affected call from Inquiries so our team can review the actual recording; we'll get back to you with an update within 24–48 hours.

Steps

1. Run a browser test call using Test Sophiie in your dashboard. It's a real call to the same agent that answers your phone, but with no forwarding or carrier in the path. If she sounds fine there and slurred on the phone, the problem is in the phone line, not the voice.
2. Test from different phones. Call your Sophiie number from another device, and ask someone else to call from a different location. Note whether it's every call or only some.
3. Think about what changed just before it started: changes to your phone system or call forwarding, VoIP provider settings, or a move to a new location. Also — did your network have an outage or big update recently? It's a good idea to double-check that with your network.
4. On VoIP or 3CX? Check your Sophiie number sits in the right place in your call flow — a misplaced forward in the flow can affect call audio.
5. Flag the affected call: go to Inquiries, click the three dots on the call's row, choose Flag conversation, describe the issue in the Report this conversation dialog (the reason box is required) and tick the Background audio issue box. The recording and your notes reach our team together.

What to include when you report

• When — the date and approximate time of the affected call(s)
• How often — every call, intermittently, or certain times of day
• What it sounds like — slurred, robotic, choppy, cutting out
• Caller feedback — what your customers have reported
• Your setup — landline, VoIP/3CX, or mobile diversion
• Recent changes — anything modified before the issue started

What happens next

Our team reviews the flagged call with its recording, and we'll get back to you with an update within 24–48 hours. If a ticket is raised, communication continues on the ticket so you're kept in the know.

Mid-call accent or volume changes

Some customers notice Sophiie's accent drifting or her volume changing partway through a single call. If it's happening on your calls, flag the affected call from Inquiries (step 5 above) so we can review the recording.

Once you've flagged it, our team looks into the call directly. Improving voice quality is an ongoing piece of work with AI voice technology, and we keep working on it — flagged calls are part of how we do that, so it's worth reporting even when it only happens now and then.

Common Questions

Can I change Sophiie's voice myself?

Yes — go to Settings → Inquiries → Voice & personality. The full voice catalogue is there, grouped by accent and filterable by style, with a play button to preview each voice — click the row to choose a voice and its dot fills in. Any owner, admin or team member with the Settings permission can change it.

Will switching to a different voice fix the distortion?

No — switching voices doesn't fix audio problems. Distortion and slurring need the actual cause found, which is why flagging the affected call (so we can hear the recording) is the right move.

Callers say she sounds bad, but my own test calls are fine — what then?

That points to an intermittent problem or one specific to certain routes or carriers. Flag the specific call the customer complained about, with its date and time, so our team reviews that exact recording rather than a healthy one.

Need More Help?

If audio problems keep happening after you've flagged a call, ask Sophiie Assistant — on your dashboard's home screen — first; it can help you raise the issue with our team. Still stuck? Email support@sophiie.ai or call +61 7 5620 4640.