Introduction
The Knowledge Base is your central hub for managing the information your AI uses to answer customer questions. While your AI automatically syncs with your product catalog and website content, the Knowledge Base allows you to add supplemental information, prioritize specific content, and ensure your AI provides accurate, brand-specific answers during customer conversations.
What's Inside Your Knowledge Base:
Your Knowledge Base consists of four main sections:
File Sources: Upload documents like PDFs, TXT files, and CSVs with information not available on your website
URL Sources: Add specific web pages you want your AI to prioritize when answering questions
Custom FAQs: Create question-answer pairs for common customer inquiries
Promotions: Add active discount codes and promotional information for your AI to mention during customer interactions
How Your AI Uses Knowledge Sources:
Your AI combines multiple sources of information when answering customer questions:
Automatically Synced Content:
Product catalog (names, descriptions, prices, variants, etc.)
Collection information and categorization
Website content from your online store
Basic business information (business hours, contact information)
Knowledge Base Content:
Custom FAQs you've created
Documents uploaded to File Sources
Specific web pages added to URL Sources
Promotional information from the Promotions section
When a customer asks a question, your AI searches across all these sources to provide the most relevant and accurate answer.
Automatic Website Content Syncing:
Your AI is already pre-trained on your website content through our automatic syncing process:
Your entire website is automatically scanned and indexed
Product information, collection details, and basic website content are incorporated
The AI regularly refreshes this information to stay updated with your site changes
This means you don't need to manually add every page of your website - the AI already has access to most of your public-facing content.
How Your AI Finds Relevant Information:
When customers ask questions, your AI:
Searches across all knowledge sources simultaneously
Identifies the most relevant information based on the customer's specific question
Gives special attention to the page the customer is currently viewing
Combines information from multiple sources when appropriate
This relevance-based approach means your AI can find the best information for each unique question, regardless of which knowledge source contains it. For example:
A product question might be best answered using your product catalog
A shipping policy question might pull from your File Sources
A promotional question will leverage your Promotions section
A question about a specific page will prioritize that page's content
By adding information to your Knowledge Base, you're expanding your AI's ability to find relevant, accurate answers. If you want to ensure your AI provides specific information for certain topics, consider adding that content to Custom FAQs or File Sources with clear, descriptive language that matches how customers might ask about it.
Testing and Verifying Knowledge Sources:
The Test & Train feature allows you to see exactly which knowledge sources your AI is using:
Navigate to AI Training → Test & Train
Type a test question in the chat simulator
Review the AI's response
Look for the "Sources" dropdown beneath the response
Click to expand and see which knowledge sources were used
This transparency helps you understand why your AI responds in certain ways and allows you to identify and resolve any inconsistencies.
Using Promotions in Your Knowledge Base:
The Promotions section allows you to inform your AI about ongoing promotional campaigns, ensuring it can mention these during customer conversations. You can add two types of promotions:
Discount-Based Promotions:
Allow your AI to share functional discount codes with customers
Provide details about discount amounts, applicable products, and usage instructions
Informational Promotions:
Share details about sales, events, or special offers that don't have specific discount codes
Raise awareness about in-store events, flash sales, or upcoming promotions
Direct customers to specific channels (social media, newsletter, physical stores)
Adding promotions helps your AI convert more effectively by mentioning relevant offers at appropriate moments during customer conversations. You can also target promotions to specific customer segments (new vs. returning customers) and control when they're active using start and end dates.
Best Practices for Effective Knowledge Management:
Focus on content quality and relevance:
Create clear, specific content that directly answers common customer questions
Use natural language that matches how customers actually ask questions
Include key terms and phrases customers are likely to use in their queries
Ensure each knowledge source contains complete information on its topic
Organize information strategically:
Use Custom FAQs for specific question-answer pairs you want your AI to learn
Upload documents to File Sources for detailed policies or complex information
Add URLs for web pages with valuable content your AI should reference
Create Promotions to ensure your AI can mention current offers and discounts
Maintain consistent, accurate information:
Regularly review and update all knowledge sources as information changes
Remove outdated content that could confuse your AI or customers
Keep promotional information current with accurate dates and details
Ensure information is consistent across all your knowledge sources
Test and refine your AI's responses:
Use the Test & Train feature to simulate common customer questions
Review which sources your AI references for different types of questions
Pay attention to how your AI combines information from multiple sources
Continuously improve your content based on actual customer conversations
Common Issues and Solutions:
AI provides incorrect or incomplete answers:
Use Test & Train to identify which questions need improvement
Add more specific, detailed content on that topic to your Knowledge Base
Make sure your content uses language similar to how customers ask questions
Consider creating Custom FAQs that directly address problematic questions
AI doesn't mention information you've added:
Check if your content uses different terminology than customer questions
Make your content more specific and directly relevant to likely queries
Test with different phrasings of the same question to see what works
Add key terms and variations that customers might use in their questions
AI doesn't mention active promotions:
Ensure promotion descriptions are clear and include key terms customers might use
Verify that promotion dates and customer segments are configured correctly
Create Custom FAQs about your promotions for additional reinforcement
Test promotion-related questions using different phrasings
Dynamic website content isn't being recognized:
Add this information directly to your Knowledge Base using Custom FAQs or File Sources
Use clear, descriptive language that matches how customers ask about this content
Test with the Test & Train feature to ensure your AI can find this information
Consider creating dedicated static pages for important dynamic content
Getting Started with Your Knowledge Base:
Navigate to AI Training → Knowledge Base in your dashboard
Review each tab to understand the different types of content you can add
Start by adding Custom FAQs for your most frequently asked customer questions
Upload important documents with policies or details not on your website
Add URLs for specific pages with valuable information for customers
Create promotions for your current offers and upcoming special events
Use the Test & Train feature to test how your AI answers common questions
Continue refining your content based on actual customer conversations
By thoughtfully creating relevant, accurate content in your Knowledge Base, you can ensure your AI provides helpful, informative responses that match your brand voice while effectively promoting your current offers and discounts.