Answer support questions from your own documentation, with citations
A support assistant that only answers from your documentation. Questions are embedded, the relevant passages retrieved and re-ranked, and the answer composed strictly from what was retrieved — with citations the user can click.
The important behaviour is the refusal: when the corpus does not contain the answer, it says so and escalates rather than inventing one.
Deflects routine questions with answers staff can audit, instead of a chatbot that guesses.
Cited answers drawn only from your corpus, with unanswerable questions escalated rather than guessed.
Index a narrow, high-quality subset first — your twenty most-viewed help articles. Measure groundedness on fifty real questions before widening the corpus. Most RAG deployments fail because they indexed everything on day one and never measured retrieval.
Every step in order, colour-coded by how much of it runs without a human.
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7 steps from trigger to result.
Answer the question using ONLY the passages provided.
Question: {{question}}
Passages:
{{passages}}
Rules:
- Every factual claim must cite the passage it came from, as [1], [2]…
- If the passages do not contain the answer, reply exactly: NOT_IN_DOCS
- Do not use knowledge from outside these passages, even if you are confident
- Be direct. No preamble.
Each tool records the role it plays and whether it is required.
Services this workflow connects to, and how each authenticates.
Every prompt in the workflow, in chain order. Swap the highlighted placeholders for your own values.
Answer the question using ONLY the passages provided.
Question: {{question}}
Passages:
{{passages}}
Rules:
- Every factual claim must cite the passage it came from, as [1], [2]…
- If the passages do not contain the answer, reply exactly: NOT_IN_DOCS
- Do not use knowledge from outside these passages, even if you are confident
- Be direct. No preamble.
Have these ready before you start.
Let users ask questions of the documentation and get cited answers.
Reduced routine ticket volumeAnswer staff questions from policies and runbooks with links to the source.
Faster internal answersSearch policy sets and quote the governing clause rather than paraphrasing.
Auditable answersAuthor estimates — treat them as a starting point and measure your own runs.
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