What happens when someone calls Sofia

Staff call one local number per store. Sofia identifies the caller, confirms the shift, and — for three intents — acts through the same eligibility rules as Auto-Fill. The language model talks. The policy engine writes.

The public number is boarding. The conversation engine is in the product. Do not print a number you do not have.

Everything else is logged and, if needed, escalated. These three auto-execute when store policy allows.

Caller ID, today's shift, ETA. The opener is texted. The shift is not vacated unless the store's policy asks for cover after a threshold.

Vacate, rank the venue, offer in parallel, first qualified yes wins. Sick can create leave when Tanda is connected.

Resolve the name, dry-run the rules, ask Julie. If she is not a fit, Sofia says why and offers the next two. A named swap that fails eligibility does not get written "because they asked".

• Invent a roster.
• Override rest, qualification, hours, or time off because the caller is persuasive.
• Dispatch Cover. Cover is a waitlist. Nobody is sent.
• Run intents the store has set to log-only.

If the rules cannot decide, she escalates. Managers see that on the Sofia screen and the dashboard inbox. Red means a human is needed.

Who she offers is the store's ranking strategy (including most-senior-first from hire date) after eligibility. Same two-phase idea as Auto-Fill: rules, then preference.

If the store's roster of record is Tanda, connect it. Sofia writes through that adapter and fails closed if the connection is down. See Connect Tanda.

Sofia shows live state (greeting, intent, matching, offering) and the transcript after. Kill switch is in voice settings.

Admins add a workforce agent per store, then set policy. $200 a store is the shift-leader seat, not a per-head tax. See billing.