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Getting Help

Sophie provides a built-in support page where you can browse documentation, submit a support request, and track the status of your past requests -- all without leaving the app.

Accessing the support page​

You can reach the Support page from the link inside the app. When you open it, you will see three sections: a link to the documentation site, a form to submit a support request, and a list of your previous requests.

Documentation​

At the top of the Support page, there is a card labeled Documentation that links to docs.hisophie.ai. This is where you will find guides, tutorials, and reference material for everything in Sophie. It is a good first stop if you have a question about how something works.

Submitting a support request​

If you cannot find what you need in the documentation, you can submit a support request directly from the Support page. Here is what the form looks like:

  • User and Workspace -- These are filled in automatically based on your account, so our team knows who you are and which workspace you are writing about.
  • Category -- Choose the type of request. Options include:
    • Bug Report -- Something is not working as expected.
    • Question -- You need help understanding a feature.
    • Feature Request -- You have an idea for something new.
    • Billing -- Questions about your subscription or payments.
    • Other -- Anything that does not fit the categories above.
  • Subject -- A short summary of your issue (required).
  • Description -- A more detailed explanation. The more detail you provide here, the faster we can help.
  • Reference ID (optional) -- If you have a specific SOP ID, workspace ID, or error code, paste it here so we can look it up quickly.

Once you fill in the required fields, click Submit Request. You will see a confirmation message that your request was received. Our support team is notified immediately and will follow up with you.

Viewing your past requests​

Below the form, the Your Requests section shows all support requests you have submitted. Each request displays:

  • Status -- The current state of your request:
    • Open -- We have received it and it is in the queue.
    • In Progress -- A team member is actively working on it.
    • Resolved -- The issue has been addressed.
    • Closed -- The request is complete.
  • Category -- The type of request you selected.
  • Subject -- The summary you provided.
  • Description -- A preview of the details you included.
  • Date -- When you submitted the request.
  • Reference ID -- The reference you included, if any.

This makes it easy to check back and see where things stand without needing to send a follow-up email.

Tips for faster resolution​

To help our team resolve your request as quickly as possible:

  • Be specific. Instead of "the page is broken," try "the SOP editor does not load when I click Edit on the Sterilization Protocol SOP."
  • Include the workspace name. If you belong to multiple workspaces, let us know which one is affected.
  • Mention what you expected vs. what happened. This helps us understand the issue without back-and-forth.
  • Attach screenshots if possible. A picture of an error message or unexpected behavior saves a lot of time.
  • Use the Reference ID field. If your issue involves a specific SOP or item, paste its ID so we can look it up directly.
  • Check the documentation first. You might find a quick answer at docs.hisophie.ai before waiting for a response.

Quick reference​

ActionHow to do it
Open the Support pageUse the support link in the app
Browse documentationClick the Documentation card on the Support page
Submit a requestFill out the form and click Submit Request
Check request statusScroll to Your Requests on the Support page