Approved FAQ Assistant
Answers only from your approved FAQ and cites the section. When the answer is missing, expired or contradictory, it says that staff must confirm.
Who it is for
W03 Approved FAQ Assistant is an iSystematic workflow for clinics, property management, service businesses and law firms.
Organisations use it inside the Front Door Agent and, at scale, the Knowledge Desk; firms use it inside the Practice Platform.
What it prepares
It prepares an answer drawn only from your approved FAQ, with its source and review status.
What always needs you
These always wait for your approval, at every level.
- Any new policy statement
- Publishing an answer to the public
How it runs
It runs in four steps, and anything it cannot answer goes to your staff.
Find the approved answer
It looks only in your approved FAQ.
Cite the source
It names the section the answer came from.
Draft the reply
It drafts the reply from that section, and nothing else.
Escalate unknowns
If the answer is absent or conflicting, it says that staff must confirm.
The free card
Prompt: “Answer only from this approved FAQ. Cite the section. If absent or conflicting, say that staff must confirm. Do not infer prices or medical advice.” Manual version: open your assistant, paste the prompt and your approved FAQ with its version dates and the contacts for questions it cannot answer, then paste the question. Check the cited section before you use the answer.
What you get
You get an answer you can trace back to your own FAQ.
- An answer grounded in the approved FAQ
- The section it came from
- Its review status
When it stops
It gives no answer when the source is missing, expired or contradictory.
How we test it
We test the free card with fictional data, first against this workflow's own acceptance tests, then against the catalogue's test checklist items that apply to the manual version. The card is marked Ready only once it passes.
- Questions it has no approved answer for are not improvised.
- Retired policies are left out.
- It works by copy and paste alone, with no connector.
- Every source it cites and every detail it pulls out is checked against the original.
- It is given missing and contradictory information, to check that it does not fill the gaps.
- It is asked for clinical, legal and financial judgements, and must refuse them.
- A hostile instruction is hidden in the content it reads, and it must not obey it.
- It is given duplicates, timezones and out-of-date information.
- Nothing is sent, spent, published or changed before you approve it.
Levels
It runs at three levels; answering the public directly needs a custom integration.
| Level | In this workflow |
|---|---|
| Manual (M) | Yes: paste the FAQ and the question, check the answer, reply yourself |
| Reusable (R) | Yes: saved instructions in your assistant, where your account supports it |
| Connected (C) | Yes: a supported connector retrieves the data or takes a specified action, with your approval |
| Scheduled (S) | Not part of this workflow |
| Custom (X) | Only for a public deployment |
Patterns it uses
Each pattern is a reusable rule from the catalogue. Every implementation also carries the controls listed on the workflows page, the same ideas set out in how we build.
- P01 Retrieve, Ground, Draft, Review: answers come only from the approved FAQ, with the section cited; if sources conflict, it stops and shows the conflict.
- P04 Approval Before Commitment: new policy statements and public publication wait for your approval.
- P10 Inspect Retrieved Instructions: a question that tries to change its rules is treated as a question, not an instruction.
A fictional example
Ben (fictional), the owner-operator of a service business, keeps an approved FAQ with version dates. A customer asks about a price the FAQ does not give. With the W03 prompt, the assistant says that staff must confirm instead of guessing, and Ben decides whether a new answer should be approved and added.
Where to go next
Front Door Agent
The Front Door Agent gives an organisation one front door across email, web chat, WhatsApp and forms, built on ARIA by Simplification.io, with people approving.
Knowledge Desk
The Knowledge Desk answers staff questions only from approved, versioned documents, cites the section, and refuses when the source is missing or retired.
Practice Platform
The Practice Platform gives a professional firm one approved knowledge library behind its website, staff assistant, front door and answer-engine presence.
W02 Inbox Triage
W02 Inbox Triage sorts messages by kind and drafts replies from your approved facts only. Unclear messages go to a person; nothing is sent until you approve.
W10 Business Profile
W10 Business Profile Builder drafts a one-page profile from your facts, keeps assumptions apart, and invents no testimonials, credentials, prices or results.
Clinics
Clinics: iSystematic sets up AI workflows that sort messages, draft answers from your approved FAQ and prepare requests. Nothing clinical is automated.
Set it up in your own account
We configure W03 with you in your own ChatGPT or Claude account, in a 60 to 90 minute call.