Getting support

We're here to help. If something isn't working, or you have a question about how to use Sophie, here's how to reach us.

Option 1: Chat with us in Sophie

The fastest way to get help is the in-app chat. Look for the chat icon in the bottom corner of the screen while you're signed in.

1. Click the chat icon.
2. Describe what you need help with.
3. Send the message — a member of our support team will respond during business hours.

Option 2: Email support

Prefer email? Send a message to [email protected]. We respond during business hours, usually within one business day.

What to include in your request

The more detail you share, the faster we can help. Try to include:

• A short description of what you were trying to do.
• What you expected to happen, and what happened instead.
• The name of the client, conversation, or page where the issue occurred (if relevant).
• A screenshot, if you can capture one.
• Roughly when the issue started.

Response times

• In-app chat: During business hours, a teammate typically responds within a few hours.
• Email: We aim to reply within one business day.

For urgent issues that affect multiple clients or block your work, please mention "urgent" in your message so we can prioritize it.

Security issues

If you suspect a security issue — such as unauthorized access to your account — please follow the steps in Reporting a security incident instead. Security reports go to a separate, dedicated team.

For general questions, see Contacting us.