Sophia AI Support Chat
Get Faster Answers with Sophia AI Support Analyst
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:
If you have questions about the Sophia early access program, check out the
In this section
What Can Sophia Help You With?
Using Sophia as your first point of contact for support can streamline your experience. Consider starting a chat with Sophia when you need to:
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Get a quick answer to a "how-to" question about a feature.
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Troubleshoot an error message you've encountered.
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Find step-by-step instructions for a specific task.
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Learn a product best practice without searching the knowledge base.
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Instantly connect with a live support analyst during business hours.
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Create a support case without leaving ATS.
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Get guidance when a task requires Admin access, including a ready-to-send email to forward to your internal Admin.
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Reposition the chat icon by dragging it, or resize the chat window by dragging its edge.
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Show or hide the chat icon from the Help menu.
Connecting with Live Support
When self-service isn't enough, Sophia provides a seamless path to our live support team if you are a support contact. This ensures you always have a path to a person when you need one.
You can ask Sophia to connect you to a live analyst at any time by typing "talk to an agent" or a similar phrase.
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If an analyst is available, Sophia will immediately transfer the chat to them. Live chat is available Monday through Friday, 3:00 AM - 5:00 PM CT.
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If an analyst is not available (outside of business hours), Sophia will offer to create a support case on your behalf using the details from your conversation.
Troubleshooting Common Issues
If you run into trouble, these tips can solve the most common issues right away, getting your chat session back on track quickly.
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If Sophia doesn't respond or stops working: Try refreshing your browser page first. If that doesn't resolve the issue, end the current chat from the three-dot menu (•••) and start a new conversation.
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If Sophia doesn't understand your question: Try rephrasing your question to be more specific. Including the name of the Bullhorn feature or record type (e.g., "Candidate," "Job," "Note") often provides better results.
FAQ
Q: Can Sophia perform administrative tasks for me?
A: Yes. If you are a Support Contact using Sophia in the ATS, you can ask it to perform certain actions like adding or updating a department or creating a support case.
Q: What happens if Sophia gives me the wrong answer?
A: If the answer isn't helpful, you can rephrase your question to be more specific or simply ask to "talk to an agent" to be transferred to our live support team.
Q: How do I give feedback on my experience with Sophia?
A: After you select "End Chat" from the three-dot menu, a short survey will appear. Your feedback is valuable and helps us make Sophia smarter and more effective.
Q: What happens if Sophia walks me through steps I can't complete?
A: 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.
Q: What if I just want to speak to a person right away?
A: If you open Sophia and immediately ask for a human agent, Sophia will explain what she can resolve on the spot and how escalation works, so you can make an informed choice. You can still ask to be transferred to a live analyst at any time during the conversation.
Q: Can I chat with Sophia in a language other than English?
A: 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.
Q: What topics can't Sophia help with?
A: Sophia is designed for Bullhorn product questions, including how-tos, troubleshooting, best practices, and administrative tasks. She can't assist with recruiting activities, general AI requests, or accessing live account data. If your question falls outside her scope, she will let you know and offer the right next step.
Q: Can I still create a support case the old way?
A: Absolutely. While Sophia offers a fast way to create cases, you can still use the standard process in the Hub at any time.