FAQ & Contact Support Template | Answer FAQs and Collect Name, Mobile, and Unanswered Questions

What This Template Does

This template helps you answer common questions on Instagram while also collecting more complete user information when the question is not already covered in the FAQ list.

The flow starts with a short message and a button that opens the FAQ list. In the FAQ block, you can write up to 13 common questions in a numbered list and add up to 13 matching quick replies below it.

If the user’s question is already listed, they can tap the related quick reply and receive the correct answer automatically. After that, the flow sends another message with a button so the user can return to the FAQ list if they want to review more questions.

If the user does not find their question in the list, they can tap the quick reply called **Another Question**. In that case, the flow asks them to send their question in one message, then asks for their first name and mobile number. This information is stored, and the user is marked with a star so they stand out in the Inbox and your team can notice them faster and reply manually.

This makes the template useful for reducing repetitive support work, answering common questions instantly, and collecting more complete contact details when manual follow-up is needed.

👉 Click to install this Template

Customize the Template

After installing the template, the flow will be added to your "Flow" menu as a draft.

Before using it, you should review the content, define the right triggers and keyword, update the texts, images, button labels, links, and anything else you want, and then publish the flow to make it active.

👉 read the full Template Installation and Customization Guide

Template Explanation

This template starts in the Trigger Node (Number 1), where you define the trigger type and keyword for activating the flow. This section works the same way in all templates, and full setup instructions are provided in the template installation guide.

Once the trigger is activated, the user enters Node 2 (Instagram Node), where they receive a short message and are invited to tap the button to open the FAQ list.

After that, the flow moves to Node 3 (Instagram Node with Quick Replies). In this step, you can list up to 13 common questions in a numbered format and place up to 13 quick replies below them.

One of these quick replies is called **Another Question**. This option is used when the user cannot find their question in the list. The other quick replies can be numbered to match the FAQ items. For example, if the user wants the answer to Question 3, they can tap the quick reply labeled 3.

If the user taps one of the numbered quick replies, the flow sends the matching answer through Nodes 4 to 7. In this template, 4 sample answers are included, but you can expand the structure to support up to 13 FAQ answers.

After any FAQ answer is sent, the flow continues to Node 13, where the user receives a short message with a button that lets them return to the FAQ list and review more questions.

If the user taps **Another Question**, the flow goes to Node 8 (User Input Node), where they are asked to send their question in one message. This question is stored in the field `user_question`.

After that, the flow continues to Node 9 (User Input Node), where the user is asked to enter their first name.

Then the flow moves to Node 10 (User Input Node), where the user is asked to enter their mobile number.

Once the unanswered question, first name, and mobile number have been collected, the flow moves to Node 11 (Action Node), where the user is marked with a star. This helps your team identify them more easily in the Inbox and prioritize manual follow-up.

Finally, the flow continues to Node 12 (Instagram Node), where the user receives a confirmation message telling them that their message was received and that your team will reply shortly.

This structure allows the template to answer common questions automatically while also collecting more complete contact details when the user needs manual support.