Deflect repetitive support tickets
Answer common questions before they become tickets.
Your support queue is dominated by questions that are already answered in your docs — password resets, plan limits, setup steps. Every one of them costs agent time, and volume grows faster than headcount. Agents burn out on copy-paste answers instead of solving hard problems.
BeforeQuery indexes your help center, docs, and changelog, then answers customers instantly with cited sources in the website widget, help center, Slack, or Discord. Deflection analytics show exactly how many conversations were resolved without a human, so you can measure the reduction in ticket volume week over week.
How it works
- 1Connect your help center, docs site, and changelog as sources — BeforeQuery crawls and indexes them into one embedded knowledge base.
- 2Drop the widget onto your site or help center with a single script tag, or install the Slack/Discord bot for your community.
- 3Customers ask in natural language and get instant, cited answers synthesized from your content.
- 4Questions the AI cannot answer confidently fall back to your support channel, so nothing is blocked.
- 5Deflection analytics show how many conversations resolved without a human, week over week.
What you get
Features that make it work
Frequently asked questions
How do I know deflection is actually working?
Deflection analytics track conversations resolved without human involvement, and usage metering reports resolved/deflected counts per workspace. You can compare ticket volume trends in your helpdesk against deflected-conversation counts in BeforeQuery to quantify the reduction.
Will the AI block customers from reaching a human?
No. Deflection is answer-first, not gatekeeping. High-confidence answers are shown with citations; anything below your confidence threshold falls through to your normal support channel with a configurable fallback message.
Which channels can deflect tickets?
The website widget (chat, sidebar, or Cmd+K modes), your support form via the form-deflect API, Slack and Discord bots, and helpdesk-side deflection through the helpdesk integrations — all backed by the same knowledge index.
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
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.
Draft replies for support agents
AI-drafted replies inside your helpdesk, cited and editable.
Ready to deflect repetitive support tickets?
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