# Build a bot with FAQ and Customer Support

This step-by-step guide helps you create a chat bot with FAQ and customer support.

1. On the **Overview switcher**, click **Studio**.


2. On the left sidebar, click the **Train** section and go to the **FAQs** tab.


3. Add a category for your FAQs by clicking the **+** icon. Provide a name to your category and click **Create category**.


4. [Add FAQs](https://docs.yellow.ai/docs/platform_concepts/studio/train/add-faqs#-1-add-faqs) to that specific category. You can also [add faqs in bulk](https://docs.yellow.ai/docs/platform_concepts/studio/train/add-faqs#-2-add-faqs-in-bulk).
8. Train the bot to understand the FAQs by clicking the **Train intents** button on the top right corner.


After adding FAQs and training your bot on the same, go to the builder by clicking **Build** on the top left corner.


5. Click **+Create new flow** to create a new flow followed by **+ Create from scratch** in the following pop-up.


6. Fill in the following fields and click **Create**.

| Field Name | Description |
| -------- | -------- |
| Flow name | Provide a name to the flow |
|Flow Description| Describe the purpose of the flow|
|Category| This an optional field where you can choose the category to which your flow belongs to. If the flow doesn't fall under any of the existing categories, click + Create Category to create a new one. <br/>|

Enable **Create as a workflow** if you'd like this flow to [function as a workflow](https://docs.yellow.ai/docs/platform_concepts/studio/build/Flows/journeys#-21-workflow---a-variant-of-flow) and click **Create**.


7. [Add a Quick Replies node](https://docs.yellow.ai/docs/platform_concepts/studio/build/nodes/message-nodes#6-quick-replies) to the flow to get buttons interface.


8. Add buttons to the **Quick replies** node and populate them with the questions you added in the **FAQ** section.
15. Populate the **Bot asks** section with the question you'd like the bot to ask the end user.


Until this step, the bot would automatically fetch answers from FAQs to reply to the user queries. If the bot doesn't understand, the chat can be transfered to a live agent. Follow the below-mentioned steps to add a live agent to attend your user queries.

9. In the same flow, set the fallback to the [Raise ticket](https://docs.yellow.ai/docs/platform_concepts/studio/build/nodes/action-nodes#17-raise-ticket) node. This will transfer the chat to a live agent. The live agent can attend the user queries from the [Inbox](https://docs.yellow.ai/docs/platform_concepts/inbox) module. To know more about how the live chat agent function works, click [here](https://docs.yellow.ai/docs/platform_concepts/inbox/inbox_setup/inboxdemo).


10. Fill in the fields and set [Text](https://docs.yellow.ai/docs/platform_concepts/studio/build/nodes/message-nodes#1-text) nodes to display relevant messages for **Ticket closed** and **Error**.