This page is opinionated guidance, not a reference. The do-this / avoid-this rules below come from real customer deployments. Where a rule is product-specific, the heading says so; otherwise the rule applies to every Wittify product. Each section ends with a Where to apply it strip pointing at the page in the docs that holds the actual control.
1. Define clear objectives before you build
Before you click Create Agent, Create A Voice, or + New Project, decide three things:
Where to apply it: AI Agents Wizard, Text Settings for the Core Instructions field; CCQA Goals for measurable KPI targets.
2. Train with comprehensive and relevant knowledge (AI Agents)
The Knowledge Base is what makes the agent yours. Three sources, used together:
Three rules that pay back ten times over:
- Cover multiple phrasings. Your customers don’t ask the question the same way you wrote the help article. Add three or four FAQ entries that paraphrase the same answer.
- Update on a schedule, not on a panic. Pricing changes, policy changes, product launches; pick a monthly cadence and stick to it.
- Remove outdated sources. Stale data is worse than missing data; the agent will confidently quote a number that hasn’t been true for six months.
3. Customize tone, language, dialect, and voice
The agent’s personality lives in three controls:
Tone tips:
- Professional / formal for banking, legal, government.
- Friendly / conversational for retail, hospitality, e-commerce.
- Playful for entertainment, lifestyle, social media.
- For Arabic, write the dialect explicitly in Core Instructions: “Speak in Saudi Najdi Arabic only.” The model picks up on the cue and stays in that register.
- For mixed-language deployments, write: “Reply in the same language the user wrote in. If the user mixes Arabic and English, mirror that mix.”
4. Connect knowledge sources to live data when accuracy matters
For order tracking, calendar booking, payments, or any data that changes more than once a day, the Knowledge Base is the wrong tool; integrate live tools instead:
Where to apply it: Integrations and Tools.
5. Deploy strategically, not everywhere at once
Pick your beachhead channel first; expand to the rest only after the first one performs.
Two cross-channel rules:
- Allowed Domains. Restrict where your widget can render. Empty list means it works everywhere; that’s almost never what you want.
- Test on real devices. Mobile and desktop behave differently for voice (microphone latency, network instability). Run through the Test Your Agent flow on both before launch.
6. Monitor, analyze, and improve (CCQA)
For call center deployments, the cycle is monitor → analyze → improve, weekly or monthly:7. Plan for smooth human handoff
The agent should never feel like a wall. Three triggers, in order of urgency:
The agent’s handoff message should be specific (“I’ll connect you with someone from our team”), not generic (“Please hold”). Train the human team to read the recent transcript before responding, not to ask the customer to repeat themselves.
Where to apply it: Integrations and Tools, Human Handoff, Manage Agent → Chat / Voice Conversations.
8. Prioritize security and privacy
Security on Wittify is a shared responsibility. The platform takes care of secure transport (HTTPS), encrypted storage, and keeping API keys server-side so they never reach your visitors’ browsers. You take care of:9. Test and refine before scaling
A pilot beats a launch every time. The launch checklist:
After launch, set a recurring 30-minute review on your calendar for the first two weeks. Most issues surface in week one and stay there if you don’t catch them.
10. Disclaimer
All AI agents and workflows created with Wittify.ai must comply with our official policies and legal guidelines. By using Wittify.ai, you agree to: Failure to comply may result in suspension or termination of your account.Common questions
The agent gives different answers to the same question on different attempts.
The agent gives different answers to the same question on different attempts.
The Creativity Level (Temperature) is too high. Drop it to
0.3 or 0.4 for factual deployments. The lower the value, the more deterministic the wording.My Knowledge Base is full of FAQs but the agent ignores them.
My Knowledge Base is full of FAQs but the agent ignores them.
FAQs only fire on near-exact matches. Add paraphrased variants of the same question, or move the answer into a File so it’s part of the broader retrieval pool.
My voice agent talks over my callers.
My voice agent talks over my callers.
Increase Min Silence Duration in Voice Settings. Default is
0.5 seconds; try 0.8 or 1.0 for slow speakers. Also increase Min Speech Duration so very short noises don’t trigger a response.The agent ends voice calls too quickly.
The agent ends voice calls too quickly.
Increase End Call on Silence. Default is
60 seconds; try 90 or 120. Also check microphone permissions and network stability on the caller’s side.Updates I make to the URL in the Knowledge Base are not reflected.
Updates I make to the URL in the Knowledge Base are not reflected.
Remove the URL from the list and add it again to force a re-crawl. There is no in-place re-index button today.
My deployment widget loads on a competitor's page.
My deployment widget loads on a competitor's page.
You forgot to set Allowed Domains in Deployment. Empty list means the widget works on every domain. Add only your real domains and click Activate for each.
Best practices for sentiment alerts in CCQA?
Best practices for sentiment alerts in CCQA?
Start with the seed rule Negative sentiment share at
≥ 10% (high severity, in-app + email). After two weeks of data, tighten to your real-world baseline. Without a baseline you’ll drown in alerts; the page-level Alerts deep dive walks through the seed library.Best practices for the Compliance phrase library?
Best practices for the Compliance phrase library?
Use the Add script dropdown in the Edit Library dialog to start from the four templates (greeting, identity, privacy, verification). Tweak the phrase keywords in EN + AR; do not over-edit the regex unless you know exactly what you’re doing. Run the score against a one-week filter window first to validate.
The Tickets and Leads step asks for too much data; my conversion is dropping.
The Tickets and Leads step asks for too much data; my conversion is dropping.
Trim the field list. Required fields create friction. Most lead-collection deployments survive on Name + Phone + (optionally) Email. Move everything else to optional, or capture it after the conversation has already led to a callback.
I want to A/B test two prompts.
I want to A/B test two prompts.
Clone the agent (Manage Agent menu → Clone), edit the system prompt on the clone, and split traffic at the channel level (deploy each agent on a separate domain or campaign). The platform doesn’t have a built-in split-test today.
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