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FAQ Assistant Flow

Let AI answer customer questions automatically from your Knowledge Base, with a clear escalation path to a human agent when the AI can't help.

Flow Diagram

flowchart TD
    A["🚀 Entry Point"] --> B["💬 Welcome<br/><em>Hi! I'm your AI assistant.<br/>Ask me anything, or type 'menu' for options.</em>"]
    B --> C["🤖 AI Chat<br/><em>Searching Knowledge Base...</em><br/>Confidence: 70%"]
    C --> D["📋 Follow-up<br/><em>Did that answer your question?</em>"]
    D -->|"Yes, thanks!"| E["💬 Great!<br/><em>Glad I could help! Ask another question or type 'menu'.</em>"]
    D -->|"Ask another question"| C
    D -->|"No, talk to agent"| F["👤 Human Handoff<br/><em>Let me connect you with a team member.</em>"]
    E --> C

    style A fill:#dcfce7,stroke:#22c55e,stroke-width:2px
    style C fill:#d1fae5,stroke:#34d399,stroke-width:2px
    style D fill:#ede9fe,stroke:#8b5cf6,stroke-width:2px
    style F fill:#ffe4e6,stroke:#f43f5e,stroke-width:2px

Nodes Used

Node How It's Used
🚀 Entry Point Triggers on any message
💬 Message Welcome, success feedback
🤖 AI Chat Core: searches Knowledge Base and generates answers
📋 Menu Follow-up satisfaction check
👤 Human Handoff Escalation for unanswered questions

Step-by-Step Build

1. Welcome and Direct to AI

Start with a Welcome Message that tells the customer they can ask anything. This sets expectations that AI is answering.

2. Configure AI Chat

The AI Chat node is the heart of this flow:

Setting Recommended Value
Confidence Threshold 70% (start here and adjust)
Fallback Message "I couldn't find an answer to that. Would you like to try rephrasing, or talk to a team member?"
Prompt Override Optional: "You are a helpful customer support assistant for AcmeCorp. Answer only from the provided knowledge base. Be concise."

Populate your Knowledge Base first

The AI Chat is only as good as the documents you've uploaded. Add your FAQs, product docs, policies, and support articles to the Knowledge Base before building this flow.

3. Add a Satisfaction Check

After the AI responds, present a follow-up menu:

  • "Yes, thanks!" → positive feedback message → loop back to AI Chat
  • "Ask another question" → loop back to AI Chat directly
  • "No, talk to agent" → Human Handoff

4. Create the Feedback Loop

Connect the "positive feedback" message back to the AI Chat node, creating a loop where customers can keep asking questions.

Advanced: AI Chat with Topic Routing

For larger businesses, add a topic menu before AI Chat so you can use different Knowledge Bases or prompt overrides per topic:

flowchart TD
    A["📋 Topic Menu<br/><em>What's your question about?</em>"] -->|"Products"| B["🤖 AI Chat<br/><em>KB: products</em><br/><em>Prompt: Answer product questions only</em>"]
    A -->|"Billing"| C["🤖 AI Chat<br/><em>KB: billing</em><br/><em>Prompt: Answer billing questions only</em>"]
    A -->|"Technical"| D["🤖 AI Chat<br/><em>KB: technical</em><br/><em>Prompt: Answer technical questions only</em>"]
    A -->|"Other"| E["👤 Human Handoff"]

    B --> F["📋 Helpful?"]
    C --> F
    D --> F
    F -->|"Yes"| A
    F -->|"Talk to agent"| E

    style B fill:#d1fae5,stroke:#34d399,stroke-width:2px
    style C fill:#d1fae5,stroke:#34d399,stroke-width:2px
    style D fill:#d1fae5,stroke:#34d399,stroke-width:2px
    style E fill:#ffe4e6,stroke:#f43f5e,stroke-width:2px

Tips

  • ✅ Keep the fallback message friendly — don't blame the customer for asking a hard question.
  • ✅ Use Prompt Override to control AI tone and scope — "Be concise and professional".
  • ✅ Always offer agent escalation — the AI won't have every answer.
  • ✅ Monitor and improve — review questions that trigger the fallback and add answers to your Knowledge Base.
  • ✅ Start with a lower threshold (60%) if your Knowledge Base is comprehensive, or higher (80%) if it's limited.