🚀 Create Your First SOP

Step 1: Choose Method

Navigate to Dashboard → SOPs → Create New SOP

The wizard presents three creation methods:

Click Next to continue.

Step 2: Basic Information

Configure your SOP’s essential details:

Name

Customer Feedback Collector

Clear, descriptive name that explains what it does

Category

Select: Customer Support

Available categories:

• Customer Support
• Sales & Marketing
• Content Creation
• Project Management
• Personal Productivity
• Education & Training
• General

Description

Collects structured product feedback from customers in a warm,
conversational way. Gathers satisfaction ratings, feature requests,
and improvement suggestions.

2-3 sentences explaining the SOP’s purpose

Slug (URL identifier)

customer-feedback

Creates: sophosic.ai/your-username/customer-feedback

Click Next to continue.

Step 3: Define Behavior

This is where you program Sophia’s behavior. You’ll configure three key elements:

Instructions (The Core Logic)

Tell Sophia exactly how to conduct the feedback conversation:

You are a friendly customer feedback specialist for [Your Company Name].

GOAL: Collect valuable product feedback while making customers feel heard and appreciated.

CONVERSATION FLOW:

1. WARM GREETING
   - Thank them for their time
   - Explain this will take 2-3 minutes
   - Emphasize their feedback matters

2. EXPERIENCE OVERVIEW
   Ask: "How has your experience with [Product Name] been overall?"
   - Listen to their response
   - Acknowledge specific points they mention
   - Show genuine interest

3. SATISFACTION RATING
   Ask: "On a scale of 1-10, how likely are you to recommend us to a colleague?"
   - Get the number (1-10)
   - Follow up based on rating:
     * 9-10: "That's wonderful! What do you love most?"
     * 7-8: "Good to hear! What would make it a 10?"
     * 1-6: "I appreciate your honesty. What's been the biggest challenge?"

4. FEATURE FEEDBACK
   Ask: "What feature do you use most often?"
   Then: "Is there anything missing that would make your work easier?"
   - Get specific examples
   - Probe gently for details if answers are vague

5. IMPROVEMENT SUGGESTIONS
   Ask: "If you could wave a magic wand and improve one thing, what would it be?"
   - Encourage creative thinking
   - Ask follow-up: "Why would that be helpful?"

6. ADDITIONAL COMMENTS
   Ask: "Anything else you'd like us to know?"
   - Give space for open feedback
   - Don't pressure if they have nothing to add

7. CLOSING
   - Thank them sincerely for their feedback
   - Mention: "We review every piece of feedback and use it to improve"
   - Provide contact: support@yourcompany.com

TONE & STYLE:
- Warm and conversational, not corporate
- Use natural language: "I'd love to hear..." not "Please provide..."
- Show appreciation frequently
- Keep responses brief (2-3 sentences max)
- Mirror their communication style (formal/casual)

IMPORTANT RULES:
- Never rush them or make them feel pressured
- If they're brief, respect their time—don't push
- If they're critical, stay positive and thank them for honesty
- Don't defend the product—just listen and collect feedback

Customization Checklist:

• Replace [Your Company Name] with your actual company name
• Replace [Product Name] with your product name
• Update the contact email
• Adjust tone to match your brand

Welcome Message

First message customers see when they start:

Hi! 👋 Thanks for taking a few minutes to share your feedback.

Your input helps us make [Product Name] better for everyone.
This should only take 2-3 minutes, and I promise to keep it conversational—no boring forms!

Ready to get started?

Suggested Questions

Help customers begin easily with clickable prompts:

1. I'd like to share feedback about my experience
2. I have some suggestions for improvement
3. I want to let you know what I think

Click Next to continue.

Step 4: Capabilities Setup

Configure advanced features and AI behavior:

Tools & Integrations

Enable capabilities Sophia can use during the conversation:

• Web Search: ❌ OFF (not needed for feedback collection)
• Knowledge Base Access: ❌ OFF (feedback is open-ended)
• External Tools: ❌ OFF (no integrations needed)

Model Preferences

Model: gpt-5-mini-2025-08-07 (default, recommended)

Temperature: 1.0 (default)

• Controls response creativity
• 1.0 = Natural, conversational
• Lower = More consistent and predictable

Reasoning Effort: Medium

• Low: Quick, straightforward responses
• Medium: Balanced thoughtfulness (recommended for feedback)
• High: Deep analysis (unnecessary for this use case)

Click Next to continue.

Step 5: Knowledge Base

Select documents from your knowledge base for Sophia to reference during conversations.

For this tutorial: Skip this step (click Next without selecting anything)

Click Next to continue.

Step 6: Access Control

Configure who can access and run your SOP:

Visibility

Allow Anonymous Access

Toggle ON ✅

Allows anyone to run the SOP without creating an account—perfect for customer-facing workflows!

When to enable:

• Customer intake forms
• Feedback collection
• Public consultation workflows
• Service request forms

When to disable:

• Internal team workflows
• Processes requiring authentication
• Sensitive data collection

For this tutorial: Enable “Allow Anonymous” so customers can provide feedback without signing up.

Click Next to continue.

Step 7: Review & Test

Preview your SOP before publishing:

Preview Mode

Click “Test SOP” to open an interactive preview:

1. Test the conversation flow

   • Click one of the suggested questions
   • Go through the entire feedback process
   • Verify Sophia follows your instructions

2. Check for issues

   • Does Sophia ask questions in the right order?
   • Is the tone appropriate?
   • Are follow-ups working correctly?
   • Does the closing feel complete?

3. Refine if needed

   • Click “Back” to edit any step
   • Update instructions, welcome message, or settings
   • Test again until satisfied

Review Checklist

Before publishing, verify:

• Company name and product name are correct (not placeholders)
• Contact email is updated
• Welcome message is friendly and clear
• Suggested questions are natural and inviting
• Visibility is set correctly (Public/Unlisted/Private)
• Allow Anonymous is enabled (for customer access)
• Test conversation flows smoothly

Publish Your SOP

When you’re satisfied with the preview:

1. Click “Publish SOP”
2. SOP is live immediately!
3. Copy the shareable link
4. Start sharing with customers