> 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/cloud-telefonanlage/en/using-sipgate/sipgate-ai-agents/wie-kann-ich-verschiedene-szenarien-im-sipgate-ai-agents-einrichten.md). # How can I set up different scenarios in sipgate sona? Configure different scenarios for sipgate sona – FAQ, appointment booking, and custom processes. With sipgate sona, you can have frequently asked questions about your company answered automatically by AI. However, you can also use sipgate Agents to capture appointment bookings or callback requests on specific topics, as well as to automatically record customer concerns. For this, use the function **Playbooks**, with which you can store different processes for different requests. To set up a new playbook, go to the overview and open the menu item **Playbooks**. Here you have the option of recording different scenarios for different customer requests. For example, if the customer has questions about their invoice, you can assign sipgate sona the task of asking for the customer number and the invoice number. In the event of a technical fault, the agent can ask for a detailed description of the fault. If you want the option to contact the caller, you can request the recording of a telephone number or email address. The agent repeats the customer's details and then sends a summary by email to the admin's stored email address. The playbooks can also be used if the sipgate AI Agent does not have an answer to a question. Here, both a callback number and an email address can be recorded, via which the caller can be reached. The recorded data can be forwarded to any email address for further processing. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://help.sipgate.de/cloud-telefonanlage/en/using-sipgate/sipgate-ai-agents/wie-kann-ich-verschiedene-szenarien-im-sipgate-ai-agents-einrichten.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.