Activate FAQ bots

In this guide, you’ll learn how to activate and manage bots answering your most frequently asked questions which can help reduce public health hotline backlogs.

Flow Builder is a drag and drop tool which lets you build custom communication flows, based on the channel of your choice. The image below illustrates an example of such a flow, which starts off when a message comes in on a specific channel—be it SMS, Messenger, WhatsApp, LINE, WeChat, Telegram, etc.

Below you see the steps that take care of welcoming the contact with a message and finding out their inquiry. Based on that, they're able to get the right answers to their specific questions.

Each step has a configuration panel, which opens when you click on the step bubble–that's where you can edit the content of the message, etc.

To get started, simply head to Flow Builder Templates, and select Customer Support - Omnichannel.

To learn more about creating your own automated FAQ bots, head to our step-by-step guide.