How to Build a FAQ Bot

A FAQ bot answers common customer questions, reducing the load on your support team. Users select a topic — the bot provides an answer.

Structure

/start → button menu → user taps button → bot answers → back to menu

Building It

1. Main Menu

Add a Telegram trigger and a step with a /start condition:

"{=message=}" == "/start"

Response with buttons:

Welcome! Choose a question:
{buttons:[[How to place an order?] [Payment methods]][[Delivery] [Returns]][[Contact a manager]]}

2. Answers

For each button, add a condition:

How to place an order:

"{=message=}" == "How to place an order?"

Response:

To place an order:
1. Choose a product on our website
2. Add it to your cart
3. Complete the order and select a payment method

Need help? Contact a manager.
{buttons:[[Back to menu]]}

Payment methods:

"{=message=}" == "Payment methods"

Response:

We accept:
- Bank cards (Visa, MasterCard)
- Bank transfers
- Cash on delivery
{buttons:[[Back to menu]]}

3. Back to Menu

Add a condition:

"{=message=}" == "Back to menu"

And send the main button menu again.

Improvements

• Add AI for questions not covered in the FAQ
• Save popular questions to a database for analytics
• Add a multi-step dialog for complex scenarios