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A Patient Did Not Receive Their SOPHIA Text Message

If a patient reports that they did not receive the SOPHIA text message after their call, this article helps identify the most likely cause. Work through the checks below before contacting support.

Purpose of This Article

SOFIA only sends to mobile numbers and relies on standard SMS delivery. Several common factors can prevent delivery. This article helps your team resolve the issue quickly and advise patients accurately.

Main Content

Before You Investigate

Confirm the following basics before working through the checks:

  • Did SOFIA actually activate for this call? SOFIA only sends when a call cannot be completed by voice — a call drop, poor audio, or a silent caller. If the call was completed normally, no SMS would have been sent.
  • Was the patient calling from a mobile? SOFIA cannot send to landlines.

If both conditions are met and the patient still did not receive the message, work through the checks below.

Step-by-Step Checks

Check 1: Was the patient calling from a mobile number?

SOFIA sends SMS messages only to mobile numbers. If the patient was calling from a landline — including a mobile that has a landline number assigned — SOFIA cannot deliver an SMS.

Ask the patient to confirm which number they called from. If it was a landline, explain that SOFIA is not able to send text messages to landline numbers and offer alternative next steps — for example, asking them to call back or directing them to the online consultation form.

Check 2: Has the patient checked their spam or blocked messages?

Automated SMS messages from unfamiliar numbers are sometimes filtered or blocked by the patient's mobile device or network provider.

Ask the patient to:

  • Check their full messages inbox, including any spam or filtered message folders
  • Check whether their phone has any message filtering settings that may have blocked the message
  • Confirm they have not recently changed their mobile number or SIM card

Check 3: Is the phone number on their record correct?

SOFIA sends the SMS to the mobile number associated with the patient's call — typically the number they called from. If the patient called from a number not registered against their record, or from a number belonging to someone else, delivery may have gone to an unexpected location.

Confirm with the patient which number they used to call and whether it is the number they expect the SMS to be sent to.

Check 4: Was there a mobile network issue at the time?

SMS delivery occasionally fails due to temporary mobile network congestion or coverage issues, particularly in rural areas. This is outside QuantumLoopAI's control.

If the patient was in a low-coverage area when the call dropped, the SMS may also have failed to deliver. Ask the patient to check whether they had signal at the time and whether they have received other messages since.

Check 5: Check the dashboard for SOFIA activity

Log in to the QuantumLoopAI dashboard and check whether a SOFIA invite was recorded as sent for the relevant call.

  1. Log in at https://quantumloopai.com/ql-dashboard
  2. Locate the relevant call by date, time, or patient details.
  3. Check whether a SOFIA invite was triggered and whether delivery was recorded as successful.

If the dashboard shows the invite was sent but not delivered, contact support@quantumloopai.com with the details.

If None of the Above Resolve the Issue

If you have worked through the checks and cannot identify a reason for the non-delivery, contact the support team.

What to include:

  • Your surgery name and ODS code
  • The date and approximate time of the call
  • The patient's first name and the number they called from
  • Which checks you have already completed and what you found

Contact: support@quantumloopai.com

Troubleshooting

The patient says they received a text from the surgery but the link is not working. The SOFIA link may have expired. SOFIA links are valid for a limited period after being sent. If the link has expired, the patient will need to call again. If the call drops again, a new SOFIA invite will be sent. If the patient wants to proceed without calling back, advise them to use your surgery's online consultation form directly.

The patient received the text but is confused about what it is. Reassure the patient that the text is from their GP surgery and is safe. Explain that the link in the message takes them to a secure page where they can continue the request they started on the call. They do not need to call back.

We are seeing a pattern of SOFIA messages not being delivered. If non-delivery appears to be a recurring issue across multiple patients, contact support@quantumloopai.com with details. This may indicate an issue with SMS delivery for your practice's SOFIA configuration.

The patient never calls back and their request is never received. If a patient does not follow the SOFIA link and does not call back, no submission will reach your inbox. There is no automatic follow-up mechanism. If the request is clinically important, your team may need to contact the patient directly to follow up.

FAQs

Why can't SOFIA send to landlines? SOFIA sends standard SMS messages, which can only be delivered to mobile phone numbers. Landline numbers cannot receive SMS messages. Landline callers who cannot complete their request are signposted to your online consultation form or advised to call back.

Does SOFIA send a message to every patient whose call drops? Yes, as long as the patient is calling from a mobile. SOFIA activates automatically when a call drops, audio quality is too poor to continue, or a patient goes silent. Patients on landlines are not sent a message.

Can a patient receive the SOFIA link more than once? Each SOFIA activation generates a new link. If the patient's call drops again on a second call, a new link will be sent. Previous links remain valid until they expire.