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Tips and considerations when using Sofia GenerativeAI Chatbot

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Sophos Home Support
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What is it?

Sofia is Sophos Home's Generative AI Agent, and it is designed to provide answers related to Sophos Home. 

How can I verify the source of the content?

Sofia references relevant Sophos published articles to generate responses to customer queries, and all of such source documents are available at our Support Page.

Responsible Usage: As with all AI powered tools, please use these tools responsibly. AI-generated responses aren’t always complete, accurate or relevant. So please visit the relevant source article for more complete and accurate information.

Please use the search function in the Support Page to find relevant articles.

How do I get additional information or report problems related to Sofia?

If you are a paid Sophos Home Premium paid customer, you may contact Live Support by following the steps in this article

 

How do I use Sofia?

Sofia can be accessed via our Help Center and from your Sophos Home Dashboard by either clicking on the greeting, or choosing "Chat with us!" 

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We recommend Sophos Home Premium users to sign in before chatting, so they can easily be transferred to support when needed.

Tips and tricks!

Tip 1. If you are receiving an error message, type the exact error you see.

This allows the bot to quickly parse through our multiple articles and find the correct solution to the problem.

Tip 2. Keep your questions short and to the point. 

Do:

  • Use keywords like "I want to change my email address" or "I want to change my billing address".
  • Use exact error messages like "Removal Failed" or "Installation Failed". 
  • How to install/uninstall
  • Billing, purchase, renew, license key 

Don't:

  • Avoid using long paragraphs. Use short, concise statements when possible
  • Do not use names, file names, dates or computer names.
  • Do not use file paths, as they will all be different per user. Instead, provide the error you are receiving/action you want to accomplish.
  • Do not provide non-Sophos Home related information, Sofia is programmed only with information related to Sophos Home.

Tip 3. Ask one question at a time where possible

Tip 4. You can ask for a representative at any time.

If you are a Sophos Home Premium subscriber, you can ask for a live agent at any time. You will be directed to a live agent within our hours of operation (8:00 am until 8:00 pm US Eastern time, Monday to Friday), or, if outside those hours, you will get a ticket which will be handled via email the next business day.
For better results, we recommend signing in to our Support Site before initiating a chat if you are a Premium customer. This will allow for a faster transfer to support if needed.  (You can always sign in afterward, and ask for support again!). 

Tip 5. You can change the language, request a transcript or turn off sound by clicking on the three dots > Settings

 

Note: Sofia will automatically detect your language as you type it, but if desired, you can manually change it to a different one.

 

Related information:

Sophos Home - Getting started Guide

 

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