Creating a Case with Sophia

Sophia from Bullhorn makes it easier to get the support you need without waiting in line. With her built-in AI, you can quickly find answers, get troubleshooting guidance, and transfer to a live analyst when necessary.

Sophia AI Support Chat is currently available only to select customers as part of an early access program. Your organization will receive a communication from Bullhorn when Sophia is ready to be enabled for you.

Check out the demo of the two ways you can use Sophia:

Sometimes your question can’t be solved through self-service. Sophia can help you create a support case directly from the chat, saving you time and ensuring the Support team has the right context.

Common Reasons You Might Create a Case with Sophia

  • Sophia’s answers didn’t resolve my issue.

  • I want to report a product bug or error.

  • I need to track an issue that requires follow-up.

How to Create a Case with Sophia

Follow these steps to create a support case directly in the Bullhorn Hub using Sophia:

  1. Start a conversation with Sophia by clicking the chat icon in the Hub.

  2. Ask your question as you normally would.

  3. If Sophia can’t resolve the issue, she will suggest creating a case.

    Sophia reads your full conversation and infers case details before asking you any questions. She scopes the product list to your account and generates a pre-filled summary for your review.

  4. Review the pre-filled case details, including description, product, and urgency. Sophia generates the subject automatically based on your conversation.

  5. If correct, respond that you want to create the case.

  6. If you need changes, edit the details before confirming.

    Once confirmed, the case is submitted, and you’ll receive a confirmation with your case number.

Important Notes

  • Sophia will never create a case without your approval.

  • Only users with Support Contact permissions can create cases.

  • Cases are logged in Bullhorn Hub and follow the standard Bullhorn process.

Troubleshooting

  • If you don’t see the option to create a case: Make sure you are logged in as a Support Contact.

  • If Sophia doesn’t prompt case creation: Rephrase your issue or type “I need help” to trigger escalation.

  • If case details are missing or incorrect: Respond to Sophia with the correct information.

  • If you confirm but don’t get a case number: Refresh your browser and check your Hub cases page.

  • If you can’t submit at all: Contact your account administrator to confirm your Support Contact permissions.

FAQ

Q: Can Sophia create a case for any type of issue?

A: Yes, but it’s best to start with your issue in chat so Sophia can include helpful context in the case.

Q: Do I need to retype my problem in the chat?

A: No, Sophia prepopulates the details from your chat. You just need to review and confirm.

Q: Where can I track my case after it’s created?

A: In the Bullhorn Hub, using your standard login.