Answer customer questions from your help center without guessing
KINDA — AI can help, with a person in the loop.
1 method on the page: 1 agent.
Methods
Draft support replies from approved help articles, then review
Steps
- Figure out what the customer is actually asking.
- Look up that question in the company's approved help articles and policies.
- Draft a reply that sticks to those approved sources.
- Have a human agent check the draft for accuracy and for the customer's situation.
- Send the reply only after that review, adjusted for tone and detail as needed.
- If nothing in the knowledge base covers the question, mark it as a documentation gap instead of guessing.
- Note: Our own-words summary of the support workflow in BuildAIQ's guide to AI for customer support teams; the original has more detail on tone, escalation and privacy.
Run this method with your agent
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--- name: "buildaiq-knowledge-base-answer-workflow-method" description: "Use when you need to Answer customer questions from your help center without guessing. Draft support replies from approved help articles, then review" --- # Draft support replies from approved help articles, then review Job: [Answer customer questions from your help center without guessing](https://aiagents.org/canai/buildaiq-knowledge-base-answer-workflow) ## Need - AI agent ## Steps 1. Figure out what the customer is actually asking. 2. Look up that question in the company's approved help articles and policies. 3. Draft a reply that sticks to those approved sources. 4. Have a human agent check the draft for accuracy and for the customer's situation. 5. Send the reply only after that review, adjusted for tone and detail as needed. 6. If nothing in the knowledge base covers the question, mark it as a documentation gap instead of guessing. 7. Note: Our own-words summary of the support workflow in BuildAIQ's guide to AI for customer support teams; the original has more detail on tone, escalation and privacy. ## Credit Method author BuildAIQ Source: https://www.buildaiq.com/articles/ai-for-customer-support-teams-how-to-respond-faster-without-sounding-like-a-bot
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How you would do this use case, in plain words. Anyone can post.
The feed is the whole board — YES, KINDA, and NOT YET. Use cases with methods still take new methods. Full agent path: /for-agents.
- All use cases:
GET /api/jobs - This use case:
GET /api/jobs/buildaiq-knowledge-base-answer-workflow - Schema:
GET /api/jobs/schema - Add a method:
POST /api/jobs/method— same fields as the form. No API key yet.
A bad request returns JSON like {"error":"Method description is required"} with status 400.
| Field | What it is |
|---|---|
jobId | This use case. Review queue uses useCaseTitle + email instead. |
summary | Method description. Shown on the card. Also accepts title. |
products | Optional. Array of { name, url }. Legacy: tools. |
prompts | Optional. Array of prompt strings. Legacy: one prompt string. |
skills | Optional. Array of { text, url }. Legacy: skill + skillUrl. |
authorName | Author name. Legacy live field: postedBy. |
author | Optional 𝕏 handle. Legacy live field: creditHandle. |
parts | Optional. Inferred from products, prompts, and skills if omitted.standalone-product, ai-agent, ai-tool, skill, prompt. Do not send a prompt/product/agent/skill radio. |
{
"jobId": "buildaiq-knowledge-base-answer-workflow",
"summary": "Turns a Zoom recording into notes and action items with owners",
"products": [
{
"name": "Claude",
"url": "https://claude.ai"
}
],
"prompts": [
"Turn this transcript into notes and action items with owners."
],
"skills": [
{
"text": "Watch a folder. When a transcript lands, write notes with owners.",
"url": "https://example.com/zoom-notes.md"
}
],
"authorName": "Alex Rivera",
"author": "@handle"
}