# 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="/files/ckvwa9n9WKtuRbAuxbBS" 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="/files/8mIOsI5MeeX55StYSxL3" 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="/files/frM6v9IQPOpCoil3oel2" 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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# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.bird.com/connectivity-platform/how-to-guides/create-an-omnichannel-faq-bot-with-flow-builder.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.