# Create an omnichannel FAQ BOT with Flow Builder

In this guide, you’ll learn how to answer your customer’s questions promptly using MessageBird’s **ML FAQ** step in FlowBuilder. We’ll automate the refining process by collecting non-matching questions and sending them to your CRM via HTTP requests. 

 

**Requirements**

* [MessageBird account](https://dashboard.messagebird.com/en/sign-up)
* [WhatsApp for Business account](https://www.messagebird.com/whatsapp/) or any other channel from [MessageBird's offering](https://dashboard.messagebird.com/en/channels)

 

**Step 1: Create a Knowledge Base for your FAQ step**

1\. Log in to your [MessageBird Dashboard](https://dashboard.messagebird.com/en/login) and go to [Knowledge Bases](https://dashboard.messagebird.com/en/knowledge-base).

2\. Click **Create new data set**, select FAQ for **Dataset Type** and enter a **Name** and **Description**.

3\. Import your **Question and Answer pairs** from a CSV file or add the pairs manually. Here’s an example: 

<figure><img src="https://675349995-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FUJNEE9TMK4fU91VKstBr%2Fuploads%2Fgit-blob-4afb49c000ff6ae381e1c53adeb32b6faafa2671%2Fimage1.png?alt=media" alt=""><figcaption></figcaption></figure>

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Keep in mind that depending on the size of the **Knowledge Base**, it can take a few minutes for the algorithm to learn the data.

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**Step 2: Connect it all in the MessageBird Dashboard**

1\. Log in to your [MessageBird Dashboard](https://dashboard.messagebird.com/en/login) and go to [Flow Builder](https://dashboard.messagebird.com/en/flow-builder).

2\. Download the flow [sample flow](https://drive.google.com/file/d/1W1MDF4K1elimyPCHbz8W1lnYSGAT56xJ/view?usp=sharing).

3\. For the first step in the flow, select your WhatsApp channel or your chosen channel from [Part 1](https://dashboard.messagebird.com/en/channels).

4\. Look for the step **Answer FAQ**, select the KB from Part 2, and set the fallback text:

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<figure><img src="https://675349995-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FUJNEE9TMK4fU91VKstBr%2Fuploads%2Fgit-blob-4b888a2f92c2190ab614d71cc39f280b8944ced5%2Fimage2.png?alt=media" alt=""><figcaption></figcaption></figure>

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5\. **Publish** your flow in the top-right corner of your screen, and you're good to go!

6\. Done! To try the flow, initiate a conversation with your WhatsApp or chosen channel. You will receive the menu selection, choose a question from it or type a question related to your FAQ knowledge base. Done? Awesome! You should receive the answer from your knowledge base as a reply.&#x20;

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<figure><img src="https://675349995-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FUJNEE9TMK4fU91VKstBr%2Fuploads%2Fgit-blob-5e58ad42002f7f4dd4b23b9b3f9f4b8fb7e3255d%2Fimage3.jpg?alt=media" alt=""><figcaption></figcaption></figure>

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And that’s it! 🎉 Now you know how to create an omnichannel FAQ BOT with Flow Builder.

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