# 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](https://dashboard.messagebird.com/en/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. 

<figure><img src="https://675349995-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FUJNEE9TMK4fU91VKstBr%2Fuploads%2Fgit-blob-f2457ef424580c43d49aa4f0c6799a2e5888a92b%2Fimage1.png?alt=media" alt=""><figcaption></figcaption></figure>

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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.&#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-7f8cb62a542add650d8eef62f984839a7adfb2f5%2Fimage5.png?alt=media" alt=""><figcaption></figcaption></figure>

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.

<figure><img src="https://675349995-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FUJNEE9TMK4fU91VKstBr%2Fuploads%2Fgit-blob-6d7a23f64acff7bc4ec5dbfe74ee8732196f02aa%2Fimage6.png?alt=media" alt=""><figcaption></figcaption></figure>

To get started, simply head to [Flow Builder Templates](https://dashboard.messagebird.com/en/flow-builder#templates), and select **Customer Support - Omnichannel**.

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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-73eb38b5792dbe06420d2694d51972326cb7fb84%2Fimage3.png?alt=media" alt=""><figcaption></figcaption></figure>

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To learn more about creating your own automated FAQ bots, head to our [step-by-step guide](https://docs.bird.com/connectivity-platform/quickstarts-and-tutorials/build-an-omnichannel-faq-bot-with-intent-recognition).