Answer before the ticket
is ever submitted
Kelu embeds an AI deflector directly in your support or contact form. When a user presses submit, it pauses the submission, searches your knowledge base and shows a cited answer — before the ticket is filed. Tickets only get created when the AI cannot help.
Everything the deflector handles
From the submit click to the final analytics report
Pre-submission Deflection
- Intercepts the question before the form is submitted
- Runs hybrid vector + full-text search across your knowledge base
- Returns a cited answer with direct links to source pages
- Confidence threshold gates whether deflection is offered
- Ticket created only when the AI cannot help or user overrides
- Below the threshold, the ticket files as normal
Deflection Analytics
- Confidence score recorded for every deflection attempt
- Outcome tracked: deflected, overridden, or escalated
- Per-question knowledge gap detection
- Deflection rate trend over time in the analytics dashboard
- Feeds gap analysis to surface missing knowledge
Form Integrations
- Zendesk — Help Center request form, with a setup guide
- Any other portal or HTML form via the same script tag
- Any custom form via the HTTP API
- Client key authentication for public-facing forms
Live in four steps
Connect a knowledge source, embed on your form, set a threshold, and go live.
- 1
Connect your knowledge baseAdd your docs site, help center articles, Notion wiki, GitHub runbooks, or any combination of sources to a Kelu knowledge base. The first index runs in minutes.
- 2
Embed on your support formCreate a deflector in the dashboard and paste its script tag on the page with your form — a Zendesk help center request page, or any HTML form where you can add a script. For fully custom forms, call the POST /form-deflect API endpoint when the user submits.
- 3
Set your confidence thresholdConfigure the minimum confidence score that triggers a deflection answer (default 55%). A higher threshold means fewer deflections but higher quality. Start conservative and tune using the deflection analytics dashboard.
- 4
Go live and monitorEnable the deflector on your live form. Its Activity tab shows the deflection rate, how many users filed anyway, the average confidence, and why questions got no answer — so you can keep improving the knowledge base and the threshold.
Integrate with any form in minutes
The form-deflect endpoint accepts a question and returns a confidence score, an AI-generated answer, and structured citations. Your form logic decides what to show the user based on the deflect field. No ticket is created unless you choose to proceed.
- Authenticate with a public client key and a reCAPTCHA token, or a secret key pair from your server
- Returns answer, citations array, and confidence score
- deflect: true when confidence is at or above your threshold
- Works in any JavaScript framework or plain HTML
- Combine with your existing form validation logic
- Every call is logged for analytics regardless of outcome
{
"subject": "2FA reset",
"message": "How do I reset my 2FA?",
"fields": [
{ "label": "Category", "value": "Account" }
]
}{
"deflect": true,
"confidence": 0.91,
"answer": "To reset your 2FA, go to Account
Settings > Security > Reset Authenticator...",
"citations": [
{
"title": "Two-Factor Authentication Guide",
"url": "https://docs.example.com/2fa",
"excerpt": "Navigate to Account Settings..."
}
]
}One script tag. Your form, untouched.
The embeddable Form Deflector script intercepts your existing support or contact form without modifying its HTML. When a user presses submit, the script pauses the submission and shows an AI-generated answer in a modal — grounded in your knowledge base with cited sources. The user can read the answer and still choose to file the ticket if they need to.
- Zero changes to your existing form HTML or backend
- Intercepts on submit or on the button click (configurable)
- A progress line appears by the submit button while Kelu looks
- Answer and its sources shown in a modal over the form
- Citation links open in a new tab — user stays on the form
- User clicks 'Continue to submit ticket' to proceed with ticket submission
- Works on any HTML form — a Zendesk help center, your own site, or raw HTML
- Single public client key — the script adds the reCAPTCHA token for you
<script src="https://widget.kelu.dev/kelu-widget.js" data-knowledge-base-id="kb_abc123" data-client-key="kl_pk_..." data-deflector-id="YOUR_DEFLECTOR_ID" async ></script>
Works where your support form lives
One script for any form, a setup guide for Zendesk help centers, and an open HTTP API for custom forms.
Zendesk
Paste the snippet into your Help Center's new request page template. The deflector intercepts the request form on submit, answering before the ticket is filed.
Other portals
Any helpdesk portal or site page where you can add a script tag. It is the same script, not a separate app per helpdesk. Answered questions never reach the ticket queue; unanswered requests submit as normal.
Custom Forms
Any HTML form works with the script tag, or integrate via the HTTP API: POST the user's message to /api/v1/public/knowledge-bases/:knowledgeBaseId/form-deflect with your client key and render the returned answer and citations.
HTTP API
Authenticate with a public client key (kl_pk_...), plus a reCAPTCHA token when Kelu has captcha turned on, or from your server with a client ID and secret. The response includes the AI answer, citation array, confidence score, and a deflect boolean so your form logic can decide what to show.
Every deflection logged with a confidence score
The dashboard shows how many questions were intercepted, answered and deflected, how many users still submitted, the average confidence score, and why a question got no answer. Use the gap report to prioritize what to document next.
- Deflection rate over time, day by day
- Average confidence score for threshold calibration
- Override rate: users who still submitted after seeing an answer
- Questions that got no answer, counted by reason
- Knowledge gap list: questions with low confidence scores
Answer at the form, and never block the ticket
Answers when they press submit
Kelu pauses the form and looks for an answer in your knowledge base. A Skip and submit link is there the whole time.
A cited answer before the ticket
The answer shows its sources. If it helps, the reader closes it and no ticket is filed.
The ticket always gets through
Continue to submit ticket files it as normal. Turn on hand-off to add the conversation to the ticket.
Got questions?
Frequently Asked Questions
Common questions about the Kelu Support Form Deflector
A chat widget sits on your page for open-ended conversation. The Support Form Deflector is specifically designed for the moment a user is about to submit a support ticket. It intercepts the submission intent, searches your knowledge base, and shows a cited answer — before any ticket is created. If the AI cannot help or the user still wants to contact support, the form submits as normal. This produces higher deflection rates because the user is already in the problem-solving mindset.
When the confidence score is below your configured threshold, Kelu does not show a deflection answer. The form behaves exactly as it would without the deflector — the submission goes through to your helpdesk as normal. The low-confidence question is still logged in the analytics dashboard and surfaced in the knowledge gap report so you can create the missing content.
Yes. The deflection UI always includes a clear option to continue to submit the ticket if the user feels the AI answer did not fully resolve their issue. When a user overrides a deflection, that outcome is tracked separately in analytics. The override rate tells you how often your AI answers are resolving the issue versus falling short.
Call the POST /api/v1/public/knowledge-bases/:knowledgeBaseId/form-deflect endpoint with the user's question and your public client key (kl_pk_...) in the X-Client-Key header. When Kelu has reCAPTCHA turned on, a public key also needs a reCAPTCHA v3 token in the X-Captcha-Token header; the widget-config endpoint gives you the site key. From your own server, use a client ID and secret instead, which skip captcha. The response includes the answer, citations, confidence score, and a deflect boolean. Show the answer in your form UI when deflect is true.
You set the confidence threshold on the deflector's Setup tab in the Kelu dashboard. The default is 55%; raise it to be conservative and only show answers the AI is highly confident in. After a week, review the deflection analytics: if the override rate is high (many users still file the ticket after seeing an answer), raise the threshold so only stronger answers are shown; if the override rate is low and you want more deflections, lower it slightly. The average confidence score in the dashboard helps with this calibration.
Yes. Every call to the form-deflect endpoint is counted, whether or not the confidence threshold was met. The dashboard shows how many questions were intercepted, answered, deflected and still submitted by users, the average confidence score, and a day-by-day series.
Stop tickets before they start
Connect your knowledge base and add the form deflector to your support form today. Most teams see deflection results within the first hour.
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