> For the complete documentation index, see [llms.txt](https://help.sipgate.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.sipgate.com/documentation/en/behavior/tipps-and-tricks-fur-ihren-agent.md).

# Tips & tricks for your agent

A sipgate AI agent is quick to set up and handles calls reliably. This article shows how to optimize greetings, call flows, and transfers **in a targeted way** and test the agent with **realistic tests** test.

### Optimize conversation flow

<details>

<summary><strong>Keep the greeting short</strong></summary>

A good greeting is clear, direct, and phrased naturally. The agent should briefly introduce itself and explain what it can help with.

**Example:** “Hello, this is Lisa, the digital assistant from sipgate. How can I help you?”

Avoid:

* long greeting phrases
* several pieces of information at once
* unnecessary introductions

{% hint style="info" %}
Make sure to phrase the greeting in spoken language. The text will be read aloud exactly as it stands here.
{% endhint %}

</details>

<details>

<summary><strong>One question at a time</strong></summary>

Several questions at once make it harder to start the conversation. Each question should address only one piece of information

Instead of: **“What is your name and what is it about?”**\
Better: **“What is your name?”, “What is it about?”**

</details>

### Run tests

<details>

<summary><strong>Test different conversation openings</strong></summary>

Callers phrase their concerns differently.

**Test:**

* direct concerns
* short answers
* unclear wording
* uncertain conversation openings

**Check:**

* does the agent reliably recognize the concern?
* does the conversation remain understandable?
* does the agent ask sensible follow-up questions?

</details>

<details>

<summary><strong>Test different formulations</strong></summary>

The same concern can be described in different ways.

**Test:**

* Synonyms
* colloquial language
* alternative terms
* incomplete statements

The agent should respond as consistently as possible.

</details>

<details>

<summary><strong>Simulate real conversation situations</strong></summary>

Consciously include typical disruptions in tests.

**For example:**

* background noise
* interruptions
* speaking quickly

**Check:**

* does the agent remain understandable?
* does it respond in a comprehensible way?
* does the conversation flow remain stable?

</details>

<details>

<summary><strong>Check conversations afterward</strong></summary>

Analyze test conversations afterward in the transcripts.

**Pay attention to:**

* Are the answers understandable?
* Are the answers too long?
* Does the agent repeat itself unnecessarily?
* Is the conversation flow logical?

Long or unclear answers can often be improved by shorter customer questions and more precise content in customer questions or the knowledge base. Check whether information is duplicated, too general, or phrased inconsistently.

</details>

<details>

<summary><strong>Test again after changes</strong></summary>

After changes to knowledge, scenarios, or conversation flow, short test calls should be carried out.

Proven effective are **3–5 test calls** after each major change.

</details>

### Check transfers & limits

<details>

<summary><strong>Test transfers</strong></summary>

Test transfers deliberately multiple times and in different situations.

**Check:**

* is the transition announced clearly?
* does the transfer work reliably?
* does the handover work outside business hours as well?

</details>

<details>

<summary><strong>Test the agent's limits</strong></summary>

An agent does not solve every issue. But it is important how it handles unclear or unsupported situations.

**Check:**

* does the agent communicate its limits clearly?
* does it ask sensible follow-up questions?
* does it offer suitable alternatives or transfers?

</details>

<details>

<summary><strong>Conduct external tests</strong></summary>

Tests by colleagues or external people often provide more realistic feedback than your own runs.

**Helpful questions:**

* What was unclear?
* Where did the conversation get stuck?
* Which answers seemed unnatural?
* What worked well?

</details>


---

# Agent Instructions
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