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

# Tips & tricks for your agent

A sipgate AI Agent can be set up quickly and handles calls reliably. This article shows how to optimize greetings, conversation flows, and transfers **in a targeted way** and test the agent with **realistic tests** .

### Optimize conversation handling

<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, sipgate’s digital assistant. 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 out 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 this about?”**\
Better: **“What is your name?”, “What is it about?”**

</details>

### Carry out tests

<details>

<summary><strong>Test different ways of starting a conversation</strong></summary>

Callers phrase their concerns in different ways.

**Test:**

* direct concerns
* short answers
* unclear wording
* uncertain ways of starting a conversation

**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 phrasings</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 disturbances in tests.

**For example:**

* background noise
* interruptions
* speaking quickly

**Check:**

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

</details>

<details>

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

Then analyze the test conversations 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 through shorter customer questions and more precise content in customer questions or the knowledge base. Check whether information is phrased redundantly, too generally, or inconsistently.

</details>

<details>

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

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

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 work outside business hours too?

</details>

<details>

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

An agent does not solve every issue. What is important, 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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