FAQ answering agent
Create a support agent that answers known questions from approved knowledge, creates a ticket when context is missing, and escalates risky cases to a teammate.
Connect the visible UI to the decision the lesson is teaching.
What you will build
A support agent that answers repeated questions from approved knowledge instead of improvising: pricing, hours, policy, account status, onboarding steps, or product basics.
The first version should answer only what is covered. If the question is not covered, the agent asks one clarifying question, creates a ticket, or hands off to a teammate.
Before you start
Prepare one source of truth: a FAQ page, Help Center article, support policy, product note, or table of approved answers.
Write down three boundaries: questions the agent can answer, questions that should become tickets, and questions that must escalate immediately.
Configure the agent
Base prompt
You are a support agent. Answer only with information found in the approved knowledge base or customer context. If required context is missing, ask one clarifying question.
If the user asks about billing disputes, cancellation, legal/compliance topics, angry complaints, account-specific decisions, or anything not covered by the approved knowledge, create a ticket or hand off to a teammate. Do not invent policy, pricing, or promises.
Ticket and escalation behavior
Create a ticket when the agent needs owner review, customer-specific data, account access, billing confirmation, or a policy exception.
Escalate immediately when the customer is angry, asks to cancel, reports a payment issue, mentions legal/compliance risk, or asks for something the agent is not allowed to decide.
Launch checklist
Test at least ten real questions: five the agent should answer, three that should create a ticket, and two that should escalate.
The blueprint is ready when the answer cites the right knowledge, unknown questions do not get invented answers, tickets include a useful summary, and the result is visible in the conversation, ticket, or Activity.
Agent Builder visual map
Transcript
Open searchable transcript
FAQs
Should this agent answer every question?
No. It should answer only questions covered by approved knowledge or customer context. Unknown, sensitive, or high-risk cases should create a ticket or escalate.
What is the smallest first version?
One agent, one knowledge source, one channel, one escalation rule, and one ticket path.
What should I test before launch?
Test known FAQ questions, missing-context questions, angry customers, billing questions, cancellation requests, and questions the knowledge base does not answer.