AI FAQ + Human Handoff

Answer common customer questions with an AI FAQ assistant, route known support intents, collect unresolved requests, and hand off to a human when needed.

The user wants a generic business support bot that can answer free-form FAQ questions with AI, route common intents, collect unresolved requests, or hand off to a human.

• What topics should the AI FAQ assistant answer directly?
• Which topics should always go to a human?
• Should unresolved support requests stay as placeholders for staff review or be created in an external system later?
• Before going live, review the AI FAQ Assistant prompt and add real business information, support topics, policies, pricing rules, account rules, and escalation rules.
• Replace the seeded demo knowledge base with the business's real FAQ and support content.
• If support requests must be created in a real system, replace the placeholder request action with an approved helpdesk, CRM, ticketing, or form integration.

• Start with an AI_TOOL_ROUTER FAQ assistant in INTENTS_AND_CHAT mode
• Let the AI answer common business, product, policy, pricing, account, and support questions directly in chat
• Route unresolved-support intent to a structured support request flow
• Route staff-handoff intent to START_CONVERSATION
• Route account-billing intent to an account or billing help flow
• Use AI_ACTION to summarize captured issue details for support staff
• Use placeholder request ID/status until a helpdesk, CRM, or ticketing integration is connected

Good to know

• Use AI_TOOL_ROUTER with INTENTS_AND_CHAT for the main FAQ conversation so the bot can answer directly and route known intents.
• The template includes a seeded demo knowledge base and attaches it to the AI router; replace it with the business's real FAQ, policy, product, and support documents before going live.
• Use START_CONVERSATION for human handoff; it is a built-in action and does not require an external helpdesk system.
• Use placeholder SET_VARIABLE actions for support request ID/status unless the user explicitly provides or approves a helpdesk, CRM, ticketing, or form API.
• Use HTTP_REQUEST for Zendesk, Intercom, HubSpot, Freshdesk, Jira Service Management, Google Sheets, or another system only after the user provides or approves endpoint/auth/docs/config.
• Do not ask for API credentials in the briefing. External system setup belongs in module/API configuration.

Keep in mind

• Do not make users type command words for common support actions; rely on AI chat and intent routing.
• Do not create a long menu-first support tree when AI_TOOL_ROUTER can answer and route from one conversational entry point.
• Do not pretend account status, pricing, billing status, order status, or support ticket status is live unless an approved system API or module is connected.
• Do not use HTTP_REQUEST for helpdesk, CRM, account, or billing updates unless the user provides or approves endpoint/auth/docs/config.
• Do not let AI answer sensitive, regulated, account-specific, or high-risk requests as facts; route those to a human or approved system integration.