📚 Deflect L1 questions from your docs
Stack — Trigger: Slack / Discord · Models: your choice · Tools: docs search, ticket-create API · Mode: single agent + constraints · Memory: shared · Output: answer in-channel, ticket only if it can't
Who it’s for — teams whose docs already hold the answer, but people ask in Slack anyway. What it does — answers product and setup questions from your own documentation in the channel, cites the page it used, and only opens a ticket when it genuinely can’t answer — so humans see the hard questions, not the FAQ.
Build it
- Make your docs searchable. Expose your help center or docs as a search tool — connect a search API (Algolia, your own endpoint) via Connect API, or wrap a retrieval endpoint as a JavaScript tool.
- Create the agent with the instruction: answer only from the docs; always cite the page; if the docs don’t cover it, say so and open a ticket.
- Add a constraint — never invent a feature or a limit that isn’t in the docs — so it can’t hallucinate its way to a confident wrong answer.
- Give it a fallback tool — your ticket-create API, so an unanswerable question becomes a real ticket with the conversation attached.
- Turn on shared memory so recurring gaps (“everyone asks about SSO setup”) accumulate and point you at the docs worth writing.
- Publish it on Slack or Discord. Mention the bot, it answers inline with a citation.
Make it yours
- Point it at internal runbooks instead of public docs for an ops helpdesk.
- Add a verify step so a second model checks the citation actually supports the answer.
- Log every “docs didn’t cover it” to a channel as a content backlog.
Uses — Support · Slack · Discord · Constraints · Memory