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Why is Sophiie giving wrong information?

Most of the time, this is a configuration issue in your dashboard that you can fix yourself. Sophiie can only work with the information she's been trained on — if something is wrong or outdated in your settings, that's what she'll tell your customers.

First thing to try: Ask the Sophiie Assistant. You can now ask the Sophiie Assistant directly from your dashboard where she's getting the wrong information from, and let her help you fix it. This is the fastest way to diagnose and resolve most issues.

Tip: Call your Sophiie number from a phone, reproduce the issue, then use the Sophiie Assistant to review what happened on that call. This gives you the best understanding of where the wrong information is coming from.

What's happening?

  1. Sophiie is giving wrong information about my services or products

Go to your dashboard at app.sophiie.ai and check Train Sophiie > Services and Train Sophiie > Products. For each service, check the description and the follow-up questions within it — not just that the service exists. Also check your FAQs for any conflicting information.

Common causes:

  • A service you've stopped offering is still listed
  • A new service hasn't been added yet
  • The service description or follow-up questions contain outdated details
  • Information in your FAQs contradicts what's in your Services

Update the information and save. Changes take effect within a few minutes.

  1. Sophiie is giving out personal contact details

This is urgent. Go to your dashboard immediately and check:

  • Train Sophiie > Business Information — remove any personal mobile numbers or personal email addresses. Only include contact details you want shared with callers. A common cause is that the business phone number on the Business Information page is set to your personal number — update it to your actual business number.
  • Train Sophiie > FAQs — check for any answers that include personal numbers or emails.

Remove the personal details, save, and let us know straight away so our team can check the issue is fully resolved. Include which calls were affected.

  1. Sophiie is confirming bookings that don't exist

Quick check: If Sophiie is making bookings you didn't expect, the most common cause is that your calendar isn't linked — so Sophiie is looking at her own empty schedule and thinks every time slot is free.

Not capturing the right booking details? If Sophiie isn't asking for the information you need before booking, you can add the info-capturing questions to the conversation flow for that service. Note: this may cause Sophiie to ask some questions twice if they overlap with the default booking questions. If that happens, turn off the toggle for the booking outcome to avoid the double-up.

For full troubleshooting, see our article: Why aren't my bookings showing up in my calendar?

  1. Sophiie is saying things I've already corrected

Changes can take a few minutes to take effect after you save. Try calling your Sophiie number to test after a couple of minutes.

If it's been more than 5 minutes and Sophiie is still saying the old information:

  1. Double-check that your changes actually saved (go back into the section and confirm)
  2. Check if the same information exists in another section (e.g., you updated Services but the old info is still in FAQs)
  3. If it's definitely correct everywhere and still not working, report the call from your Inbox (click the three dots on the call card > Report Call)
  1. Something else not listed above

Report the specific call from your Inbox (three dots > Report Call). If you need to escalate, take a screenshot of the issue and send it to our team so we can see exactly what's going on.

Quick checklist

Before contacting support, run through these:

  • Ask the Sophiie Assistant where the wrong information is coming from
  • Check Train Sophiie > Business Information for outdated details
  • Check Train Sophiie > Services and Products for incorrect info
  • Check Train Sophiie > FAQs for wrong or conflicting answers
  • Check Train Sophiie > Scenarios for incorrect outcome actions
  • Check Train Sophiie > Policies for any rules that may be affecting Sophiie's behaviour
  • Make sure changes have been saved and given a few minutes to take effect

Need More Help?

If your configuration looks correct and Sophiie is still giving wrong information, report the affected calls from your Inbox and let us know what Sophiie is saying wrong and what the correct information should be. Our team will investigate.