# Create an FAQ Flow

Section: Flows

Description: Answer your visitors' most frequent questions with an FAQ flow - from a ready-made template or from scratch.

Verified against Tidio panel 12.304.0

Last updated: 2026-11-05

Source: https://help.tidio.com/articles/create-an-faq-flow/

An FAQ flow can answer the most frequent inquiries that your visitors may have. Your website visitors will click on the question, and the flow will provide the necessary answers.

 



 

**In this article, you'll learn:**

 

- [How to find and use our FAQ flow templates](<https://help.tidio.com/articles/create-an-faq-flow/#ready-to-use-faq-bot-template>)
- [How to create an FAQ flow from scratch](<https://help.tidio.com/articles/create-an-faq-flow/#create-own-faq-bot>)

 



 

You can add the FAQ flow to your automation with the **First visit on site** trigger, or create it separately with another trigger, depending on when you want your visitors to see the questions.

 



 



 

## Ready-to-use FAQ flow template



[Video](<https://help.tidio.com/article-media/create-an-faq-flow/walkthrough.mp4>)



Silent walkthrough. Find the FAQ template, then build an FAQ flow from scratch with quick replies and answers.

 



 

Our ready-to-use FAQ flow template is available to all of our customers. You can find it in the **Flows** section, in the template lists on the left: **Sales Flows**, **Leads Flows** and **Support Flows**. Open a list and type **FAQ** into the **Search for template...** field to find it quickly - the search looks through the list you have open. Depending on the industry you operate in, it will be labelled as** FAQ Flow for Online Stores**, **Restaurants**, etc.

 

Click on **Learn more** on the template's card to see what it does, and hit **Use template** to add it to your flows:

 



 

![The Flows section with Support Flows selected in the menu on the left (My Flows, Sales Flows, Leads Flows, Support Flows and Flows launcher visible), "FAQ" typed into the Search for template... field, and the matching FAQ template card with its Learn more button](<https://help.tidio.com/article-media/create-an-faq-flow/85.1.png>)

 



 



 



 

## Create your own FAQ flow

 



 

To create the FAQ flow from scratch, head over to the **Flows** section (the flow icon on the menu on the left side) and select the **Create from scratch** option.

 



 

![The Create from scratch button in the Flows section](<https://help.tidio.com/article-media/create-an-faq-flow/85.2.png>)

 



 



 

### Choose a trigger

 



 

Once you enter the flow editor, you'll be asked to choose a trigger. The [trigger](<https://help.tidio.com/articles/flow-editor-triggers/>) is a node that begins the path of the flow - it determines in what situations the flow will start.

 

We recommend using the **First visit on site** trigger to display the flow for every new person who visits your site immediately. However, you may want to use the **Visitor clicks on chat icon** trigger instead, if you prefer your flow to execute when a visitor opens your chat widget.

 



 

![The trigger list of a new flow, grouped by visitor actions on page, in widget and agent actions](<https://help.tidio.com/article-media/create-an-faq-flow/85.3.png>)

 



 



 

### Add questions

 



 

Once you have your trigger chosen - add the **Decision (Quick Replies)** [action](<https://help.tidio.com/articles/flow-editor-actions/>) to display the questions you wish to address. When you pick and drag the node from the list to the editing grid, it will connect to your trigger automatically.

 



 

![A flow with the Visitor clicks on chat icon trigger and the Actions list open on the right](<https://help.tidio.com/article-media/create-an-faq-flow/85.4.png>)

 



 

Now, edit the content of the **Decision (Quick Replies)** node on the right-hand editing modal. You can place the most common questions that you wish to address as quick replies.

 



 

![The Decision (Quick Replies) settings with a greeting and three quick replies](<https://help.tidio.com/article-media/create-an-faq-flow/85.5.png>)

 



 

- Firstly, type the message that the visitor should see before they pick the topic.
- Secondly, add the question to which the flow will send an answer when the visitor chooses it.
- Use the **+ Add quick reply** option to add more questions. You can add up to 11 quick replies - once you reach the limit, the button disappears.

 



 



 

### Add answers

 



 

Close the **Decision (Quick Replies)** node editing modal, and from the list of actions, drag as many **Send a chat message **nodes as you have questions onto the editing grid. When you finish it, drag an arrow to each node, as shown in the gif below.

 



 

![The finished FAQ flow: the Decision (Quick Replies) node connected to three Send a chat message nodes, one for each quick reply](<https://help.tidio.com/article-media/create-an-faq-flow/85.6.png>)

 







 



 

The moment each of the** Send a chat message** nodes has a question assigned to them, you can begin writing the answers to the questions inside each of those nodes. Those are the answers the flow will provide whenever a visitor selects a specific question from the list.

 



 

![A Send a chat message node with its answer open in the settings panel](<https://help.tidio.com/article-media/create-an-faq-flow/85.7.png>)

 



 



 

Later on, you can also use our [helpfulness metric](<https://help.tidio.com/articles/the-helpfulness-metric/>) to measure whether your website visitors found the answers helpful.

 



 

Now, when the flow is ready, hit the **Activate** button in the top-right corner of the editor to put it live on your website. Want to try it out first? Click on **Test it out** in the same top bar.

 

## Further reading

 

- [The Flows section](<https://help.tidio.com/articles/the-flows-section/>)
- [Flow editor: Triggers](<https://help.tidio.com/articles/flow-editor-triggers/>)
- [Flow editor: Actions](<https://help.tidio.com/articles/flow-editor-actions/>)
- [The Helpfulness Metric](<https://help.tidio.com/articles/the-helpfulness-metric/>)