Support Form Deflector
The Support Form Deflector is the Kapa agent deployed on your support form, answering at the moment a ticket is about to be filed. When a user tries to submit the form, the deflector intercepts the submission and opens a modal with a streamed answer grounded in your knowledge sources; the user can ask follow-up questions in the same modal. If the answer resolves the issue, the ticket is never filed. If not, the user closes the modal and submits as normal, and the Kapa conversation can travel with the ticket so the agent who picks it up sees what was already tried.
It embeds into any form where you can inject JavaScript, public or behind a login. The deflector covers the moment before a ticket exists; if you want Kapa helping your support team on tickets that do get filed, that is the Zendesk Agent.
Get started
Go deeper
- Configuration: the form selectors, trigger behavior, and styling.
- User tracking: anonymous by default, email or custom IDs when you want names on conversations.
- Conversation hand-off: append the Kapa conversation to the ticket for your support agents.
- Deflection rates: how deflection is measured and where to see yours.
- Platform guides: Zendesk support forms, multi-step forms, DOM boundaries, and rendering manually.
- FAQ
You adjust behavior and tone through Customizations, shared with every Prebuilt Agent.