Solve frequent queries with self-serve content

Help customers to help themselves with this simple Workflows template.

Written By Markus from Featurebase

Last updated 3 months ago

Overview

Workflows can help your team save time by guiding customers to the right answers before they even message you.

By letting users pick from a list of common issues before typing, you can deliver relevant help content right in the Messenger - reducing the number of simple queries that reach your support inbox.

This approach helps customers solve problems instantly while keeping your team focused on more complex cases.

Why it helps

  • Deflect repetitive queries: Reduce message volume by helping customers self-serve.

  • Faster resolutions: Customers get instant answers instead of waiting for a teammate.

  • Better team focus: Your team can spend more time on complex issues that need human input.

Get started

  1. Go to Automations → Workflows

  2. Click + New Workflow and Choose from template

  3. Select the template ‘Solve frequent queries’

Customize your Workflow

Now it’s time to tailor the Workflow for your product and customers:

  1. Edit the welcome message – Start with a short, friendly greeting that lets users know they can quickly find answers to common questions.

    • For example “Hi there! Before we connect you with the team, here are some quick answers that might help.”

  2. Add reply buttons for common topics – Replace the default buttons with your most frequent questions.

    • Keep each button short and action-oriented. For example, Reset password, Update billing info, or Learn about pricing.

  3. Add self-serve content – For each reply button, include helpful messages, links, or short explanations that guide users toward a solution.

    • You can share Help Center articles, videos, or brief step-by-step instructions. By default, customer replies are disabled in these paths to encourage self-service, but you can change that.

  4. Handle other questions – Add a “Let Fibi answer” step for cases where customers type their own message instead of selecting a button. Fibi AI will attempt to answer automatically, and if it can’t, you can route the conversation to your main support inbox.

  5. Set it live – When you’re happy with your setup, click Save and Set live.