> 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 reliably handles calls. This article shows how to greetings, conversation flows, and transfers **optimize in a targeted way** and test the agent with **realistic tests** check.

### Optimize conversation flow

<details>

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

A good greeting is clear, direct, and naturally worded. 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
* multiple 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 get the conversation started. Each question should address only one piece of information

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

</details>

### Run tests

<details>

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

Callers phrase their concerns differently.

**Test:**

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

**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 wordings</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>

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

Then analyze test calls 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 with shorter customer questions or more precise answers.

</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.

The following have proven effective **3–5 test calls** after each major change.

</details>

### Check transfers & limits

<details>

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

Deliberately test transfers several 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 the agent's limits</strong></summary>

An agent does not solve every issue. What matters, however, 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>Carry out external tests</strong></summary>

Tests by colleagues or external people often provide more realistic feedback than running them yourself.

**Helpful questions:**

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

</details>


---

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