# Sophiie Help Center > Short videos that show you how to do things in Sophiie. ## Docs - [Help Center](/): Short videos that show you how to do things in Sophiie. Ask a question below, or browse by topic. - [Webinars](/webinars): Recordings of past Sophiie training webinars. Pick a chapter to jump straight to that part. ## Getting started - [Getting started](/getting-started) - [How do I get started with Sophiie?](/getting-started/get-started): When you first sign in at app.sophiie.ai, Sophiie walks you through a guided self-onboarding — and because your website was scanned at sign-up, she already knows the basics of your business. To take live calls, you then forward your business number to your Sophiie number. - [What is HQ, my Sophiie home page?](/getting-started/hq-home): HQ is your Sophiie home page — the first page you land on when you open the dashboard, and the top item in the left sidebar. It's where you talk to Sophiie and see what needs your attention today. - [How do I use Sophiie Assistant?](/getting-started/sophiie-assistant): Sophiie Assistant is the assistant built into your Sophiie dashboard. (The box you type into is labelled Ask Sophiie — that's the launcher, not a separate feature.) Type to her from the composer on HQ, or open her dock from any page — she can answer questions, guide you through setup, and make changes to your account for you — she checks with you first before most changes, and always before sending anything to a customer. - [How do I test Sophiie before going live?](/getting-started/test-before-live): Yes — you can test Sophiie yourself from the dashboard before your customers ever speak to her. The Test Sophiie button is at the top of the Settings → Inquiries page; your test enquiries are kept out of your main Inquiries list unless you choose to show them. - [Where did everything move in the new Sophiie dashboard?](/getting-started/new-dashboard): The Sophiie dashboard got a new layout in August 2026. Nothing of yours is gone — sections were renamed and regrouped: the Inbox is now Inquiries, the Customers tab is now Contacts, and everything you used to set up under Train Sophiie now lives under Settings. - [What can Sophiie Assistant do — and what can't it do?](/getting-started/assistant-limits): Sophiie Assistant can guide you through anything in your dashboard, and can also make real changes to your account for you. She checks with you before most changes — and always before she sends anything to a customer — and configuration changes can only be made from a desktop, not the mobile app. ## Inbox Management - [Inbox Management](/inbox-management) - [How do I filter my inquiries?](/inbox-management/filter-inquiries): In Inquiries (previously called the Inbox), click the Filters pill to the right of the Search inquiries field. Filters apply the moment you pick them — there's no Apply button — and the Filters pill shows a badge with how many are active. - [What are the channels in Inquiries?](/inbox-management/inquiry-channels): Sophiie takes enquiries through five channels — phone calls, SMS, email, chatbot and web form — and they all land in Inquiries (previously called the Inbox) in your dashboard. - [How do I reply to and action an enquiry?](/inbox-management/reply-enquiry): Open the enquiry in Inquiries (previously called the Inbox) and reply straight from the conversation using the composer — type the reply yourself or ask Sophiie to draft it for you. From the same enquiry you can also act on Sophiie's suggested action (calls and voicemails), start a quote or invoice, and read email threads with their attachments. - [What are Tasks and how do I approve messages Sophiie drafts?](/inbox-management/tasks): Tasks is where Sophiie queues work for you to check — most importantly, messages she's drafted to your customers, which wait for your approval before they send. Open it from the Tasks panel on HQ (it's not in the left sidebar). ## Customer Management - [Customer Management](/customer-management) - [How do I add a new contact in Sophiie?](/customer-management/add-contact): Go to Contacts and click Add contact — a New contact drawer slides open where you choose Individual or Company and fill in the details. To save a new contact you need a first name of at least two characters, plus either a phone number or an email address. - [Where do I find a customer’s call details, summary and recording?](/customer-management/call-details): The call itself — summary, conversation and recording — lives on the inquiry card in Inquiries (previously called the Inbox). The caller's details (name, phone, email) live on their contact record, which you can open from the conversation or from Contacts. - [How do companies work in Sophiie?](/customer-management/companies): A company is its own record type in Sophiie, alongside individual contacts. Link contacts to a company and their jobs, quotes and invoices roll up to the company record — handy when you deal with a business through several different people. - [How do I add notes to a contact in Sophiie?](/customer-management/contact-notes): Open the contact from the Contacts page, expand the Notes section in the contact drawer, and click Add note. Notes are handy for anything your team should know — "called, he's flat out this week, ring back Tuesday 10am". - [What's on a contact record in Sophiie?](/customer-management/contact-record): A contact record holds everything about one customer — their details, jobs, quotes, invoices, enquiries, notes, reminders and tags. It opens as a drawer sliding over whichever list you're in: click a contact in Contacts, or click View customer in a conversation header in Inquiries. - [How do I use the Contacts page?](/customer-management/contacts-page): Your customers live in Contacts — click it in the left sidebar (the rail expands when you hover over it). If you knew this area as the Customers tab: same place, renamed Contacts. - [How do I set a reminder for a customer?](/customer-management/customer-reminder): Open the customer in Contacts, expand the Reminders section on their record, and click Add reminder. At the time you pick, Sophiie will call, text or email you — the person who set it. - [How do I edit a customer's contact details?](/customer-management/edit-contact): Open the customer in Contacts and edit their details right on the record — each field saves on its own, so there's no Update or Save button to hunt for. - [How do I import my customers into Sophiie?](/customer-management/import-customers): Go to Contacts and click Import — you can upload any spreadsheet with a header row, map your columns onto contact fields, and confirm. Import is a paid-plan feature: on a free plan you're asked to upgrade instead, and if your subscription is paused you're asked to restart it first. - [How do I send an SMS or email to multiple contacts at once?](/customer-management/bulk-message): On the Contacts page, tick the checkbox on each contact you want, then click Send message in the selection bar that appears. You write one message, it goes by SMS or email, and every selected contact gets it. ## Job Management - [Job Management](/job-management) - [How do I use the Jobs tab?](/job-management/jobs-tab): The Jobs page is where all your work lives, split across three tabs: Today, Schedule and All jobs. It opens on Today, so you land on what needs your attention right now rather than a big table. - [How do I view and manage a job?](/job-management/manage-job): Click any job row on Jobs → All jobs — the job opens in a drawer on the right with everything about it across five tabs. Changes save automatically as you make them. ## Schedule Management - [Schedule Management](/schedule-management) - [How do I set up booking confirmations and reminders for my customers?](/schedule-management/booking-reminders): Customer booking messages live at Settings → Job bookings → Job notifications, in the Your customers section. There are three messages — Booking confirmed, Appointment reminder and Job completed — one for each point in a job where Sophiie messages your customer automatically. - [How do I use Find a time to schedule a job?](/schedule-management/find-a-time): Find a time suggests the earliest time a job can happen, so you don't have to cross-check calendars yourself. You'll find it on the Jobs page — it's the first item on an unscheduled job's row menu. - [How does Sophiie confirm bookings, and why do some need my review?](/schedule-management/booking-confirmation): It depends on your setting under How bookings are confirmed at Settings → Job bookings → Auto bookings. With Hard bookings, a booking is confirmed on the spot. With Tentative bookings, Sophiie holds the time and the booking waits in the For my review section of your Jobs page until you confirm it. - [How do I use the Schedule tab in Sophiie?](/schedule-management/schedule-tab): Your calendar lives at Jobs → Schedule — the middle tab on the Jobs page (Today · Schedule · All jobs). It shows every scheduled job as a colour-coded block you can click to open. ## Quotes - [Quotes](/quotes) - [How do quotes work in Sophiie?](/quotes/quotes): Quotes live in the Quotes area of your dashboard, with two views: an Overview that sorts things into Quote requests, Accepted and Expired groups, and an All view listing every quote. Your customer accepts or declines through a link you send them — no login needed on their end. Quotes needs to be set up and switched on first — if you see "Quotes not set up" or "Quotes is turned off", an owner or admin can turn it on at Settings → Quotes. ## Invoices - [Invoices](/invoices) - [How do invoices work in Sophiie?](/invoices/invoices): The Invoices page in your Sophiie dashboard is where you create, send and track the invoices you bill your customers. It has two views: Overview, which sorts your invoicing into buckets so you can see what needs attention, and All, the full list of every invoice. - [How do I add my logo and brand colours to quotes and invoices?](/invoices/logo-brand): Upload your logo and set your Primary colour in the Brand kit at Settings → Business → Business profile — your quotes and invoices pick that branding up automatically. If you want quotes or invoices to look a little different, each has a branding override in its settings. - [How do I set up automatic payment reminders for unpaid invoices?](/invoices/payment-reminders): Go to Settings → Invoices → Payment reminders and build your reminder ladder in the When reminders go out card — reminders are on when the list has entries, and if the list is empty, no reminders go out. Each reminder can go by SMS, Email, or both. - [How do I set my quote and invoice defaults?](/invoices/quote-invoice-defaults): Quote defaults live at Settings → Quotes and invoice defaults at Settings → Invoices. Set them before you send your first documents — they control your numbering, how long quotes stay valid, your payment terms, and the footer text that appears on every quote and invoice. ## Settings - [Settings](/settings) - [How do I add a team member in Sophiie?](/settings/add-team-member): You add team members at Settings → Business → Team in your Sophiie dashboard. Click Add person, fill in their details, set their access, and they'll get an invite — on STARTER, PRO and MAX plans there's no limit on how many people you can add. - [How do I add FAQs in Sophiie?](/settings/add-faqs): You add FAQs at Settings → Inquiries → FAQs in your Sophiie dashboard. FAQs teach Sophiie the answers to the questions your callers ask most, and a new FAQ is in use from the very next call — there's no delay. - [How do I add products in Sophiie?](/settings/add-products): You add products at Settings → Products in your Sophiie dashboard. You can add up to 100 live products — if you hit the limit, switch off or delete a product you no longer sell to free a slot. - [How do I add services in Sophiie?](/settings/add-services): You add services at Settings → Services in your Sophiie dashboard. Services are the work your business actually does — and they're the only thing Sophiie can book into your calendar. This page is also where your service pricing lives (the old pricing page redirects here). - [Can Sophiie play background sounds during calls?](/settings/background-sounds): Background ambience (office or restaurant noise behind Sophiie's voice) was removed in April 2026 and there are no plans to bring it back. What callers can still hear is Processing sounds — the sound callers hear while Sophiie is thinking, a keyboard-typing clip — and hold music. You control it at Settings → Inquiries → Voice & personality, under Advanced speech. - [How do I set my business location in Sophiie?](/settings/business-location): Your location lives on the Location card at Settings → Business → Business profile. Pick the type that matches how you work — Fixed location, Mobile business or Remote/online business — and the page saves automatically. Sophiie supports one business location. - [How do I search and review my call logs?](/settings/call-logs): Every inbound call Sophiie answers is listed at Settings → Workspace → Call logs — to see outbound calls as well, change the Direction filter. You can search the list by caller, filter it by direction, outcome and date, and open any call for its details, including the data sent to your other systems. - [How do I adjust Sophiie's pauses and interruption timing?](/settings/pauses-timing): Three sliders control how long Sophiie waits, pauses and lets callers cut in. They live at Settings → Inquiries → Voice & personality, inside the collapsed Advanced speech block — the recommended values shown on screen are 100, 0.4s and 1.0s. - [How do I set restrictions in Sophiie?](/settings/restrictions): Restrictions live at Settings → Inquiries → Restrictions — each one is a rule for something Sophiie must never do or say. They replaced the old Additional Rules feature. - [How do I set up service outcome actions in Sophiie?](/settings/outcome-actions): A service's outcome action is what Sophiie does when a caller wants that service. You set it on each service at Settings → Services — open the service and look for the section named after your agent, for example What Sophiie does. There are five options, and Book it is the one that puts a job on your calendar. - [How do I create and manage tags in Sophiie?](/settings/tags): Tags live at Settings → Workspace → Tags. There are two types — Customer tags for organising your customers, and Inquiry tags for labelling what each call or message is about — and only inquiry tags can drive notification rules. - [How do I set a team member's hours, service area and time off?](/settings/team-availability): Each person's availability lives on their own row at Settings → Business → Team — open them and go to the Availability tab. What you set there — their working hours, any time off, and their service area — decides when Sophiie can book them and when calls can be transferred to them. - [How do I set up team member notifications in Sophiie?](/settings/team-notifications): You set up notifications at Settings → Inquiries → Inquiry notifications. Each team member gets one notification rule that says which inquiries they're alerted about, from which sources, and whether the alert arrives by email, SMS or both. - [What does "Unanalysed" mean in my call logs?](/settings/unanalysed-calls): Unanalysed is one of the views in your call logs at Settings → Workspace → Call logs — it lists calls Sophiie logged but never created an inquiry from, either because the caller never really said anything or because it was an unsolicited sales call. An unanalysed call isn't lost — it's still right there in your logs. - [How do I choose Sophiie's voice and personality?](/settings/voice-personality): You pick both at Settings → Inquiries → Voice & personality in your Sophiie dashboard. Everything here saves the moment you tap it — there's no Save button to find. (An old bookmark to Train Sophiie → Voice & Personality will redirect you here.) - [How does Sophiie choose which team member gets a job?](/settings/job-assignment): You decide, per service. Every bookable service has a team step where you pick who can be booked onto it and how Sophiie chooses between them — Priority order, Round robin or Least busy. ### API - [API](/settings/api) - [How do I authenticate with the Sophiie API?](/settings/api/api-auth): Every documented Sophiie API endpoint is authenticated with an API key sent as a bearer token. You generate the key at Settings → Workspace → API token in your dashboard. - [Can I recover a lost API key?](/settings/api/lost-api-key): No — a lost API key can't be recovered by anyone, including Sophiie staff. The fix is quick though: use Regenerate on the key at Settings → Workspace → API token and you'll get a working replacement in one step. - [How do I use the Sophiie API?](/settings/api/sophiie-api): The Sophiie API gives your developer REST endpoints for reading and writing your Sophiie data — leads, appointments, inquiries, services, products, FAQs, scenarios and more. Get an API token at Settings → Workspace → API token and point requests at `https://api.sophiie.ai`. ### Billing - [Billing](/settings/billing) - [Where do I find my Sophiie invoices?](/settings/billing/sophiie-invoices): Sophiie's invoices to you live at Settings → Workspace → Billing, on the Invoices tab — the page opens on the Subscription tab, so click across. Don't confuse this with Invoices in the main sidebar: that area is for invoices your business sends its *own* customers, nothing to do with your Sophiie bill — see "How do invoices work in Sophiie?" for that side. ### Chatbot - [Chatbot](/settings/chatbot) - [How do I customise my chatbot greeting and closing?](/settings/chatbot/chatbot-greeting): You set both at Settings → Inquiries → Greetings & closings, on the Chatbot tab — the tab only appears once the Chatbot channel is switched on for your account. Changes save themselves as you type. ### Email - [Email](/settings/email) - [Can I add an email signature or a second phone number to Sophiie's emails?](/settings/email/email-signature): Not at the moment. Sophiie doesn't add a signature block to her emails — she writes her own closing line, normally signing off with your business name — and your account stores one business phone number, with no setting to add a second. ### Integrations - [Integrations](/settings/integrations) - [How do I connect ServiceM8 to Sophiie?](/settings/integrations/servicem8-connect): Connect ServiceM8 at Settings → Integrations; a ServiceM8 admin has to approve the connection. Then choose whether Sophiie can book jobs straight into ServiceM8 (Auto bookings), which way data syncs (two-way is recommended), which fields sync, and whether new inquiries are forwarded to your ServiceM8 inbox. - [How do I set up my services so jobs and inquiries land in ServiceM8?](/settings/integrations/servicem8-services): Each service's outcome decides what lands in ServiceM8. "Take a message" sends the call through as a ServiceM8 inquiry you can turn into a job. "Book it" creates a real job in the calendar of the team member Sophiie picks, blocked out for the service's duration. - [Watch Sophiie take an inquiry and book a job (ServiceM8 demo)](/settings/integrations/servicem8-demo-calls): Two live test calls: an air conditioning install that Sophiie takes as an inquiry, and a switchboard upgrade that she books into a free slot. - [What do Sophiie's calls look like in ServiceM8?](/settings/integrations/servicem8-in-servicem8): Both calls show in Sophiie's Inquiries with a summary and recording, and the booked one also has an action log. In ServiceM8 the booking appears as a work-order job in the calendar, and the inquiry lands in the ServiceM8 inbox, where one button converts it to a job. - [Which system syncs my quotes and invoices if I have more than one integration?](/settings/integrations/accounting-sync): One platform syncs them. You pick which one at Settings → Quotes → Accounting sync and Settings → Invoices → Accounting sync — the platforms you don't pick stay connected and keep doing their other jobs, they just don't carry your quotes and invoices. ### Phone - [Phone](/settings/phone) - [How do I add the Sophiie Call Now button to my website?](/settings/phone/call-now-button): Go to Settings → Inquiries → Web → Lead follow-up and switch on the Calls from your website card, then copy the snippet from the Install instructions card lower down the same page — don't hand-build the code from an old guide. The button lets a website visitor enter their number and have Sophiie phone them straight back. - [How do I customise Sophiie's phone greeting and closing?](/settings/phone/phone-greeting): You set both at Settings → Inquiries → Greetings & closings. Type your messages there — changes save themselves as you type, and the Listen back button lets you hear exactly what callers will hear. - [How does SMS auto-reply work in Sophiie?](/settings/phone/sms-auto-reply): SMS auto-reply decides whether Sophiie automatically replies to incoming texts. There's one switch for your whole business at Settings → Inquiries → SMS, and a per-customer switch on each conversation. ### Webform - [Webform](/settings/webform) - [How do I add the Sophiie booking form to my website?](/settings/webform/booking-form): You don't need to write any code — Sophiie generates the whole install snippet for you at Settings → Inquiries → Web → Website booking form, with your form's ID already baked in. If you'd rather skip the website entirely, every form also has a plain shareable link. - [How do I control who can request a call back from my website?](/settings/webform/callback-restrictions): The call-back button on your website is public — anyone can enter any phone number and ask for a call. When someone taps it, Sophiie rings the number they entered, so these restrictions make sure she only rings numbers you'd actually want called — not a random overseas number or one a prankster keeps entering. ## Account - [Account](/account) - [Why does Sophiie sound distorted or slurred on calls?](/account/distorted-audio): 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. - [How do I export my calls, transcripts and contacts?](/account/export-data): There's no export button in the dashboard for your calls, call transcripts or contacts — exports are done for you on request. Ask Sophiie Assistant in your dashboard, or email support@sophiie.ai, with what you need. - [Why does Sophiie have long pauses or glitches on calls?](/account/long-pauses): 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. - [What's my Sophiie password, and how do I get my login details?](/account/login-details): You don't have one — Sophiie accounts have no password at all. You sign in with a one-time code we send you, so the only "login detail" you need is the email address or mobile number your account uses. - [How do I update my profile details?](/account/profile-details): Your personal details live at Settings → Account → Profile — that's where you update your name, avatar, Work email and Phone number. Changing your email or phone number needs to be confirmed with a verification code. - [How do I see who changed a setting in my account?](/account/audit-log): The audit log at Settings → Workspace → Audit log records account events and who did each one: sign-ins, team invites sent and accepted, ownership changes, sessions opened with Sophiie Assistant and the work it did, sessions opened by Sophiie Support, and attempts to do something the person wasn't allowed to do. It doesn't record changes to your individual settings, so it can't yet tell you who changed a setting. - [My account shows the wrong country or currency — how do I fix it?](/account/country-currency): You can fix this yourself. Go to Settings → Business → Business profile and change the Country field in the Business details card — your currency follows your country, so it updates at the same time. New accounts start set to Australia, so if your business is somewhere else you may need to change this once. ## Agent resources - [llms-full.txt](/llms-full.txt): The full Markdown of every page in one file. - [Page Markdown](/index.md): Append `.md` to any page URL to fetch that page as raw Markdown. - [JSON API](/api/docs/pages.json): Page index of the JSON docs API; each entry links the page's JSON and Markdown forms. Described by the OpenAPI document at /openapi.json. - [API catalog](/.well-known/api-catalog): RFC 9727 linkset of the APIs documented here. - [agent-readability.json](/agent-readability.json): Manifest of every agent-facing artifact on this site.