Sophia from Bullhorn: Frequently Asked Questions

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:

What is Sophia from Bullhorn?

Sophia from Bullhorn is an AI-powered support analyst available in Bullhorn ATS/CRM and Bullhorn Hub. She answers product questions, walks you through troubleshooting steps, and can connect you to a live support analyst or create a support case when self-service isn't enough.

How do I get started with Sophia?

You can start a chat with Sophia in Bullhorn Hub or Bullhorn ATS/CRM.

To start a chat in Bullhorn Hub:

  1. Sign in to Bullhorn Hub.

  2. Click the chat icon in the bottom-right corner of the screen.

  3. Select Start Conversation with Sophia from Bullhorn.

  4. Type your question and press Enter or click the arrow to send.

  5. When finished, click the three dots (•••) and select End Chat.

For ATS/CRM instructions, see Using Sophia to Get Support in Bullhorn ATS/CRM.

What types of questions can Sophia help with?

Sophia specializes in Bullhorn product questions, including how-to questions about features and workflows, troubleshooting error messages or unexpected behavior, best practices, and administrative tasks such as adding departments or business sectors. If your question falls outside these areas, Sophia will let you know and offer the right next step.

What other actions can Sophia perform in Bullhorn ATS/CRM?

In addition to answering questions, Sophia can perform certain administrative actions in ATS/CRM if you are a Support Contact with the appropriate permissions:

  • Add or update a department: Request to create a new department or modify an existing one.

  • Add business sectors or industries: Add new sectors or industries to your ATS configuration.

  • Create a support case: Sophia collects the necessary details and submits a case on your behalf.

Before Sophia performs any write action, she displays an environment awareness notice. Confirm you are working in the correct Bullhorn instance before proceeding.

What if a task requires Admin access I don't have?

If a solution requires Admin access you don't have, Sophia will let you know before walking you through the steps. She will provide a ready-to-send email you can forward to your internal Admin to get the right person involved.

Can I change where the Sophia chat icon appears?

Yes. There are two ways to reposition the icon in ATS/CRM:

  • Drag and drop: Click and hold the Sophia chat icon, drag it to your preferred position, and release. Your choice is saved to your account.

  • Help menu: Click Help in the ATS toolbar and select your preferred position from the dropdown. Your choice is saved to your account.

For full steps, see Using Sophia to Get Support in Bullhorn ATS/CRM.

Can I show or hide the Sophia chat icon?

Yes. If you prefer a cleaner interface, you can hide the chat icon without losing access to Sophia. You can still open Sophia at any time through Help > Open Chat.

  1. In the Bullhorn ATS toolbar, click Help.

  2. Select the Show Chat Icon toggle to show or hide the icon.

Your preference is saved to your account and persists across sessions.

Can I resize the Sophia chat window?

Yes. Open the Sophia chat window, then click and drag the edge to your preferred size. The size you set persists across sessions and positions.

What happens if Sophia gives me the wrong answer?

If Sophia's answer isn't helpful, try rephrasing your question using the specific product or feature name. You can also ask Sophia to refine the search, type "talk to an agent" to connect with a live analyst, or leave feedback after the chat so the team can improve future responses.

Can I talk to a live support analyst?

Yes. Type "talk to an agent" or a similar phrase at any time. Live analysts are available Monday through Friday, 3:00 AM to 5:00 PM CT. If no analyst is available, Sophia will offer to create a support case using the details from your conversation.

Only designated Support Contacts can transfer to live chat or create cases through Sophia.

Does Sophia support languages other than English?

Sophia currently provides support in English only. If you send a message in another language, Sophia will briefly acknowledge it in your language and then continue in English. Live analyst support is also in English.

How do I give feedback on Sophia?

After selecting End Chat from the three-dot menu, a short feedback survey appears. Your input helps improve Sophia's responses. You can also share feedback with your Bullhorn Customer Success Manager (CSM) or Renewal Manager (RM).

Is there anything in my account that will appear differently after Sophia is enabled?

You may see a new user type called "Sophia Auth API User" and a new department called "Sophia" in your account. These are reserved for Bullhorn system use and are required for Sophia to function properly.

Do not modify or remove the Sophia department, and do not assign the Sophia Auth API User type to any users. These are reserved for Bullhorn system use only.

Who do I contact if I have questions about Sophia?

Contact your Bullhorn Customer Success Manager (CSM) or Renewal Manager (RM).