Draft replies for support agents
AI-drafted replies inside your helpdesk, cited and editable.
Agents spend most of each ticket hunting through docs and old tickets to compose an answer they have written a hundred times before. New agents are slow for months because the knowledge lives in senior agents' heads.
BeforeQuery's helpdesk copilot connects to Zendesk, Freshdesk, Front, Jira Service Management, or Intercom and drafts a cited reply for each ticket from your knowledge base. Agents review, edit, and send — cutting handle time and giving new agents senior-level answers from day one.
How it works
- 1Connect your helpdesk — Zendesk, Freshdesk, Front, Jira Service Management, or Intercom.
- 2Index the knowledge agents answer from: help center, internal runbooks, product docs.
- 3For each ticket, the copilot drafts a cited reply from your knowledge base.
- 4Agents review, edit, and send — the human stays in control of every message.
- 5Run simulations on historical tickets to review draft quality before rolling out.
What you get
Features that make it work
Frequently asked questions
Does the copilot send replies automatically?
Drafts are for agent review by default — the agent edits and sends. Citations on every draft let agents verify the answer against the source before it goes to a customer.
How do I evaluate draft quality before rolling this out?
The simulation workflow runs BeforeQuery against historical tickets so you can review drafts and scores ticket by ticket, with a review step for your team, before anything touches live conversations.
Which helpdesks are supported?
Zendesk, Freshdesk, Front, Jira Service Management, and Intercom are supported as helpdesk integrations for copilot drafting and ticket deflection.
How long does setup take?
Most teams are live the same day. You connect a source — a docs URL, GitHub repo, Notion workspace, or a file upload — and BeforeQuery crawls, normalizes, chunks, and embeds the content automatically. The website widget is a single script tag, and the Slack/Discord bots install in a few clicks. There is no model to fine-tune and no infrastructure to run.
Are answers backed by citations?
Yes. Every answer includes a structured citations list with the URL, title, and excerpt of each source used, and the answer text cites sources inline. Users can click through to verify any claim against the original document — which is what makes the answers trustworthy enough for support, sales, and internal use.
Is my content used to train AI models?
No. Your indexed content, embeddings, and conversations are isolated to your workspace and are only used to answer your own questions. Content is never shared across customers, and data is encrypted at rest and in transit. Enterprise plans add OIDC/SAML SSO, audit logs, and data-residency options.
Which knowledge sources can I connect?
18+ source types: websites, GitHub, GitLab, Notion, Confluence, Google Drive, SharePoint, Shopify, Zendesk, Jira, Linear, Salesforce, Slack, Discourse, Stack Overflow, YouTube, OpenAPI specs, and direct file uploads (PDF, Markdown, TXT, HTML). Sources sync on a schedule, and GitHub/GitLab can re-index automatically via webhooks on every push.
What happens when the AI is not confident in an answer?
Answers are confidence-scored. When retrieval confidence falls below your threshold, BeforeQuery returns a transparent, configurable fallback — typically pointing users to your support channel — instead of guessing. Those unanswered questions are logged in knowledge gap analytics so you can close the gap in your docs.
Related use cases
Deflect repetitive support tickets
Answer common questions before they become tickets.
Fix slow first response times
Give customers an accurate answer in seconds, not hours.
Deflect tickets at the support form
Answer the question while the user is still typing it.
Ready to draft replies for support agents?
Connect your knowledge sources and see cited AI answers in minutes — free, no credit card required.
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