> 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 **specifically optimize** and test the agent with **realistic tests** test.

### Optimize conversation flow

<details>

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

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

**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 appears 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 refer to only one piece of information

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

</details>

### Conduct tests

<details>

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

Callers phrase their concerns differently.

**Test:**

* direct concerns
* short answers
* unclear phrasing
* uncertain conversation openers

**Check:**

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

</details>

<details>

<summary><strong>Test different phrasings</strong></summary>

The same concern can be described in different ways.

**Test:**

* Synonyms
* Colloquial language
* alternative terms
* incomplete statements

The agent should react as consistently as possible.

</details>

<details>

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

Deliberately include typical disruptions in tests.

**For example:**

* background noise
* interruptions
* fast speech

**Check:**

* does the agent remain understandable?
* does it respond coherently?
* does the conversation flow remain stable?

</details>

<details>

<summary><strong>Review conversations afterward</strong></summary>

Analyze test conversations afterward in the transcripts.

**Pay attention to:**

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

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

</details>

<details>

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

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

Proven 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 handoff also work outside business hours?

</details>

<details>

<summary><strong>Test agent limits</strong></summary>

An agent does not solve every issue. What matters is 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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