> 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/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 part answered directly. The agent handles recurring issues, 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. It answers common questions, such as about opening hours, prices, or availability, immediately. For more complex topics, it captures all relevant information and prioritizes the issue for handoff. This allows urgent cases to reach the right contact person more quickly. After each conversation, the content is automatically summarized and provided.

### **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 area) 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 will take your ticket or answer quick questions").
{% endstep %}

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

Under Playbooks, create guides for problems 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: Handoff (to 2nd-level support in emergencies) or announce a callback (standard ticket).
    {% endstep %}

{% step %}
**Store knowledge**

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

* **Knowledge base:** Upload manuals, FAQs, or instructions as PDFs.
* **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 response clear and consistent.
  {% endstep %}

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

Make sure the call turns into 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 structured directly into tools like Jira, Zendesk, or Freshdesk.
  {% endstep %}

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

During the test phase, you will receive free phone numbers from us for testing. However, so that your agent can still be reached after the trial period, you must assign it a phone number.
{% endstep %}
{% endstepper %}

### Benefits at a glance

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

<br>


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