---
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