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.