Knowledge Base
Add articles to your store's knowledge base so your AI agent can answer frequently asked questions about shipping, returns, store policies, and more.
What is the Knowledge Base?
The knowledge base is a collection of articles containing information your AI agent uses to answer customer questions. Unlike product information (which comes from your catalog), knowledge base articles contain policies, procedures, and other business information.
How It Works
- 1.Customer asks a question like "What's your return policy?"
- 2.Agent searches the knowledge base for relevant articles
- 3.Agent uses the article content to formulate an accurate answer
- 4.Customer receives a helpful, accurate response
Creating Articles
Navigate to your store's Knowledge tab and click "Add Article".
Article Title
A clear, descriptive title. The agent uses this to find relevant articles. Examples: "Return Policy", "Shipping Information", "Store Hours"
Content
The full article content. Write naturally—the agent will extract relevant parts when answering questions.
Category
Optional category for organization. Examples: "Shipping", "Returns", "Payment", "General"
Common Article Types
Here are the most useful knowledge base articles to create:
Shipping & Delivery
- • Shipping rates and methods
- • Delivery timeframes
- • International shipping availability
- • Free shipping thresholds
Returns & Refunds
- • Return policy (timeframe, conditions)
- • How to initiate a return
- • Refund processing time
- • Exchange policy
Payment
- • Accepted payment methods
- • Payment security
- • Cash on delivery terms
- • Payment issues
Store Information
- • Store hours
- • Location and parking
- • Contact information
- • Holiday hours
Product Information
- • Size guides
- • Care instructions
- • Material information
- • Warranty information
Writing Effective Articles
Be Specific
Include specific details like timeframes, prices, and conditions. "Returns accepted within 30 days" is better than "We accept returns".
Use Clear Language
Write in simple, straightforward language. Avoid jargon. The agent will adapt the tone when responding to customers.
Include Common Variations
Mention synonyms and related terms. If you accept "credit cards", also mention "Visa, Mastercard" so the agent matches more queries.
Keep It Current
Update articles when policies change. Outdated information leads to customer frustration.
Example Article
Return Policy
Category: Returns
Return Window: We accept returns within 30 days of purchase. Items must be unworn, unwashed, and in original packaging with tags attached.
How to Return:Contact us via WhatsApp to initiate a return. We'll provide a prepaid shipping label for domestic returns.
Refund Processing: Refunds are processed within 5-7 business days after we receive the returned item. Refunds go back to the original payment method.
Exchanges: We offer free exchanges for different sizes. Contact us to arrange an exchange.
Non-Returnable Items: Sale items, underwear, swimwear, and personalized items cannot be returned.
How Search Works
The knowledge base uses semantic search—it understands meaning, not just keywords.
Example Matches
Customer asks: "Can I get my money back?"
→ Matches: "Return Policy" article (understands "money back" = refund)
Customer asks: "How long until my package arrives?"
→ Matches: "Shipping Information" article
Customer asks: "Do you take Visa?"
→ Matches: "Payment Methods" article
Best Practices
Do:Create separate articles for each topic. "Return Policy" and "Shipping Policy" should be different articles.
Do:Include the question in the article. "How long does shipping take?" makes it easier for the agent to match.
Don't: Put all your policies in one giant article. This makes it harder for the agent to find specific information.
Don't: Duplicate product information already in your catalog. The agent already has access to product details.