Support form deflector

The support form deflector searches your public docs before a visitor submits a support form. It is designed to reduce avoidable tickets without blocking the visitor from contacting support.

Deflector answers use the Public source group, the same public corpus as the website widget.

How it works

A visitor fills out your support form.
Knoku intercepts the submit event.
The widget opens in deflector mode and asks from the subject/body fields.
The visitor chooses This answered my question or Continue to support.
Knoku records the outcome for analytics.

If the visitor continues, the original form submission proceeds.

Dashboard setup

Use the dashboard when possible:

Open Project -> Channels -> Support form.
Enter CSS selectors for the form, subject field, and body field.
Copy the generated snippet and paste it on your support page.

The dashboard generates the required data-mode="deflector" snippet.

Manual embed


<script
  async
  src="https://cdn.knoku.com/widget.js"
  data-project-id="YOUR_PROJECT_ID"
  data-mode="deflector"
  data-form-selector="#support-form"
  data-subject-selector="#subject"
  data-body-selector="#message"
></script>

data-form-selector is required in deflector mode. Subject and body selectors are optional but recommended; without them, the deflector has less useful context.

Analytics

Deflector sessions appear in Sessions with source deflector.

Deflection analytics shows:

Intercepts
Resolved outcomes
Continued-to-support outcomes
Needs-support classifications

Plan

Support form deflector requires Business or above and is included in the 14-day Business trial.