First-level support

The First-Level Support use case is suitable when incoming support requests need to be reliably accepted, sorted in advance, and partly answered directly. The agent handles recurring inquiries, answers standard questions immediately, and forwards more complex cases in a structured way without waiting loops.

What exactly does the agent handle?

In First-Level Support, the agent takes calls and clarifies the issue. He answers frequent questions, such as those about opening hours, prices, or availability, immediately. For more complex topics, he captures all relevant information and prioritizes the request for handoff. This helps urgent cases reach the right contact person faster. After each conversation, the content is automatically summarized and provided.

Briefly explained: How to set up the use case

1

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 issues and invoicing 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").

2

Create playbooks for tickets & escalation

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

• Playbook "Incident Report":

  • Condition: "Caller reports a technical problem"

  • Task: "Record error description"

  • Task: "Ask for customer number & urgency"

  • Final action: forwarding (to 2nd-level support in emergencies) or announce a callback (standard ticket).

3

Store knowledge

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

• Knowledge base: Upload manuals, FAQs, or instructions as PDF.

• Customer questions: Store short answers for quick fixes (e.g. "Where can I find my customer number?").

• Note: Avoid redundant or contradictory content in the knowledge base and customer questions. This keeps the agent's answer clear and consistent.

4

Ticket creation & notification

Make sure the call becomes a ticket.

• Email summary: Enter under Configuration → Recipients the address of your ticket system (many systems automatically convert emails into tickets).

• Webhooks (recommended): Use webhooks to push the incident report directly and in a structured way into tools like Jira, Zendesk, or Freshdesk.

5

Assign phone number

To get started, you will receive a phone number for 7 days, through which your agent can be reached immediately. After that, port your existing phone number to sipgate or book a free phone number. The free phone number is not automatically available in your account; you book it actively under Phone numbers.

Benefits at a glance

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