Best Practices

Keep the agent focused

Give each agent a clear, specific purpose. Use separate agents for different request types when needed.

Maintain a reliable Knowledge Base

Keep Knowledge Base content accurate, clear, non-duplicative, and organized into focused topics.

Design natural conversations

Avoid long questionnaires. Let customers provide several details in one message. Reuse information already provided.

Set clear boundaries

Define how the agent responds to unrelated requests and information it cannot access.

Make handoff part of the journey

Offer handoff when:

• The customer asks for a human agent.

• The request needs human support.

• The required information is unavailable.

• The agent is not configured to help.

Keep data collection minimal

Collect only information needed for the next customer-journey step. Mark a field as required only when the conversation depends on it.

Choose the right model

Match the model to the use case. Extra reasoning can increase response time and cost.

Control cost and usage

• Keep instructions and Knowledge Base content focused.

• Enable reasoning only when required.

• Set suitable conversation limits.

• Avoid unnecessary follow-up messages.