Create an intelligent FAQ chatbot using WAB2C's visual flow builder. No coding required - just drag, drop, and connect. Handle customer queries 24/7 and reduce support workload by 60%.
By the end of this guide, you'll have created a functional FAQ chatbot that can:
Store hours, return policy, shipping info, payment methods
Let customers choose topics and navigate through options
Gather customer details before transferring to human agent
Seamlessly hand off complex queries to your support team
Go to WAB2C Dashboard → Chatbot → Create New Flow. Give your bot a descriptive name like "FAQ Bot" or "Support Assistant".
Recommended Settings:
Drag a "Send Message" node to the canvas. This will be your chatbot's greeting.
Example Welcome Message:
Hello! 👋 Welcome to [Your Store Name]!
I'm your virtual assistant. How can I help you today?
Please select an option:
Drag a "Condition" node and connect it to the welcome message. Set up conditions to detect user selections (1, 2, 3, or 4).
Condition Setup:
If message contains "1" or "track":
→ Go to "Track Order" flow
If message contains "2" or "return":
→ Go to "Return Policy" flow
If message contains "3" or "shipping":
→ Go to "Shipping Info" flow
If message contains "4" or "human":
→ Transfer to agent
For each menu option, add "Send Message" nodes with the appropriate information.
Track Order Flow:
To track your order, please provide your order number. You can find it in your confirmation email.
Return Policy Flow:
Our Return Policy:
• 7-day return window from delivery date
• Product must be unused with original tags
• Refund processed within 5-7 business days
• Exchange available for size/color
Shipping Information Flow:
Shipping Details:
• Karachi: 1-2 days (Rs 200)
• Lahore/Islamabad: 2-3 days (Rs 250)
• Other cities: 3-5 days (Rs 300)
• Free shipping on orders above Rs 3,000
Pro Tip: After each response, add a "Return to Menu" button so customers can ask more questions without restarting the bot.
Set up what happens when the bot doesn't understand the customer or they request human support.
Fallback Message Setup:
I'm sorry, I didn't understand that. 😕
Could you please select one of the numbered options from the menu?
Or type "human" to talk to our support team.
Human Transfer Node:
Connecting you to a human agent... ⏳
Please wait, someone from our team will respond shortly.
Before going live, thoroughly test your chatbot flow to ensure it works correctly.
Test Welcome Message
Send "Hi" to bot and verify welcome message appears
Test Each Menu Option
Try selecting 1, 2, 3, and 4 to verify all flows work
Test Fallback Message
Send random text to verify bot handles unrecognized input
Test Human Transfer
Verify agent receives notification and can take over chat
Ready to Deploy?
Once testing is complete, click "Activate" to make your chatbot live for all customers.
Don't overwhelm users with too many options. Stick to 4-5 main menu items and use sub-menus for detailed topics.
When transferring to human, tell customers approximate wait time. This reduces frustration and improves satisfaction.
Some customers prefer talking to humans. Always provide an easy way to reach your support team from any point in the flow.
Review chatbot analytics monthly. Add new FAQs based on common questions and remove unused options.
60%
Reduction in Support Workload
24/7
Instant Customer Support
90%
Customer Satisfaction Rate
Start automating customer support today with our easy-to-use visual flow builder.
