Deflect tickets at the support form
Answer the question while the user is still typing it.
By the time a customer opens your contact form, they have already decided to file a ticket — even when the answer is one search away. Your team then spends a full ticket lifecycle on something that never needed to be a ticket.
The Support Form Agent intercepts the question as the user types it into your contact form, runs a non-streaming RAG query with a confidence score, and shows a cited answer before submission. High-confidence answers deflect the ticket entirely; low-confidence ones let the form submit normally, so nothing gets blocked.
How it works
- 1Index the knowledge your support team answers from — help center, docs, policies.
- 2Call the form-deflect API from your contact form as the user types their question.
- 3BeforeQuery runs a non-streaming RAG query and returns an answer with a confidence score and citations.
- 4Above your threshold, show the cited answer before submission; below it, let the form submit normally.
What you get
Features that make it work
Frequently asked questions
How is form deflection different from a chat widget?
The widget waits for users to open it; form deflection intercepts the exact question a user is already typing into your contact form. It uses a dedicated non-streaming endpoint that returns an answer plus a confidence score, so your form can decide whether to show it.
What if the suggested answer is wrong or unhelpful?
The user simply submits the form as usual — deflection never blocks submission. Answers include citations so users can verify them, and low-confidence answers are not shown at all based on your threshold.
Do I need to rebuild my support form?
No. You keep your existing form and add one API call to the public form-deflect endpoint, authenticated with a client key. The response gives you the answer, score, and citations to render however fits your UI.
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.
Draft replies for support agents
AI-drafted replies inside your helpdesk, cited and editable.
Ready to deflect tickets at the support form?
Connect your knowledge sources and see cited AI answers in minutes — free, no credit card required.
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