> 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/use-cases/first-level-support.md).

# First-level support

The first-level support use case is suitable when incoming support requests should be reliably accepted, pre-sorted, and in some cases answered directly. The agent handles recurring requests, answers standard questions immediately, and forwards more complex cases in a structured way without putting callers on hold.

### What exactly does the agent handle?

In first-level support, the agent takes calls and clarifies the request. It answers common questions, such as those about opening hours, prices, or availability, immediately. For more complex topics, it records all relevant information and prioritizes the request for forwarding. This means urgent cases reach the right contact person faster. After each conversation, the content is automatically summarized and made available.

### **Briefly explained: How to set up the use case**

{% stepper %}
{% step %}
**Create agent & refine profile**

Create an agent and define in the **company profile** (Configuration section) which topics your support covers (e.g. "We help with IT problems and billing questions"). *Tip:* Use the greeting to let callers know that they are speaking with a digital assistant (e.g. "I can take your ticket or answer quick questions").
{% endstep %}

{% step %}
**Create playbooks for tickets & escalation**

In Playbooks, create guides for issues that a person has to solve.

* **Playbook "Incident report":**
  * Condition: "Caller reports a technical problem"
  * Task: "Record problem description"
  * Task: "Ask for customer number & urgency"
  * Closing action: Forwarding (to 2nd-level support in emergencies) or announce a callback (standard ticket).
    {% endstep %}

{% step %}
**Store knowledge**

So that the agent can solve standard questions ("How do I reset my password?") immediately without disturbing the team:

* **Knowledge base:** Upload manuals, FAQs, or instructions as PDF files.
* **Customer questions:** Store short answers for quick fixes (e.g. "Where can I find my customer number?").
* **Note:** Avoid redundant or conflicting content in the knowledge base and customer questions. This keeps the agent's answer clear and consistent.
  {% endstep %}

{% step %}
**Ticket creation & notification**

Make sure the call becomes a ticket.

* **Email summary:** Enter under *Configuration > Recipients* the address of your ticketing system (many systems automatically convert emails into tickets).
* **Webhooks (Recommended):** Use webhooks to push the incident report in a structured way directly into tools like Jira, Zendesk, or Freshdesk.
  {% endstep %}

{% step %}
**Assign phone number**

During the trial phase, you will receive free phone numbers from us for testing. However, so that your agent remains reachable after the trial period, you still need to assign it a phone number.
{% endstep %}
{% endstepper %}

### Benefits at a glance

The agent ensures that calls are answered at all times and no request is lost. Support teams are relieved because routine requests are handled automatically and only relevant cases are forwarded. At the same time, conversations remain traceable because all requests are documented and can be analyzed. Statistics and call logs make it possible to see which topics occur particularly often.

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