Support FAQ deflection script

A support workflow for routine questions where the agent can answer from approved knowledge or create a ticket when the issue is unresolved.

Map support FAQs View all templates

Example dialogue

A safe starting point for the first call flow.

Treat this as a planning artifact, not a recording or customer transcript. The production version should use your approved greeting, disclosure, service rules, and escalation contacts.

Havio agent

I can answer routine questions from the approved support knowledge. What can I help with?

Caller

I want to know what documents I need before my appointment.

Havio agent

I can explain the approved checklist. If your case is different, I will create a support request for the team.

Caller

That works.

Havio agent

Please bring your confirmation, ID, and any documents listed in your appointment email. I will also send the team a note that you asked.

Qualification questions

What is the caller asking about?
Is the answer available in approved knowledge?
Does the answer depend on personal, legal, medical, billing, or account-specific judgment?
Should the agent answer, create a ticket, transfer, or schedule a callback?
What context should be added to the support record?

Routing rules

Answer only from approved knowledge and approved policy language.
Create a ticket when the answer is missing, account-specific, or unresolved.
Transfer urgent, regulated, complaint, payment, or angry-caller paths.
Do not invent policy, price, warranty, diagnosis, eligibility, or account status.

Output fields

Question category
Answer source or missing-knowledge flag
Resolved or ticket-created status
Ticket priority, owner, and summary
Knowledge-base gap for review

Launch checks

Load only approved FAQ, policy, pricing, and service information.
Write explicit refusal and transfer rules for sensitive topics.
Test missing-answer and unclear-answer paths before launch.
Review unresolved questions weekly and update approved knowledge.

Launch readiness

Turn this template into a checklist before callers hear it.

Check the items your team has approved. The list becomes a practical demo brief for routing, knowledge, transfers, and post-call review.

Readiness score

0 of 4 checks complete

Load only approved FAQ, policy, pricing, and service information.Write explicit refusal and transfer rules for sensitive topics.Test missing-answer and unclear-answer paths before launch.Review unresolved questions weekly and update approved knowledge.

Guardrails

The template is only launch-ready after the boundaries are approved.

Approve what the agent can say about prices, availability, timing, policy, and service scope.

Confirm when the agent must transfer, create a callback, or stop because the request is sensitive.

Test failed calendar writes, unreachable transfer contacts, missing caller data, and unclear intent.

Review transcripts during soft launch before expanding traffic or adding more call types.

Related buyer paths

Use this template with the pages buyers usually need next.

Customer support FAQContinue Zendesk integrationContinue Approved knowledge supportContinue