Knowledge base

Your catalog is the AI’s product encyclopedia. The knowledge base is everything else — shipping policy, returns, sizing guides, gift cards, store hours, sustainability claims, brand story, founder bio. Pages in the knowledge base are embedded the same way products are, and the AI retrieves them on every relevant question.

What lives where

Best-practice content

The single highest-impact thing you can do is add great FAQs. Examples of phrasings that retrieve well:

• Returns — “What is the return window? How do I start a return? Who pays for return shipping?”
• Shipping — “Do you ship to PO boxes? International shipping countries? Cutoff times for same-day dispatch?”
• Sizing — “How does your sizing run? Is X tagged true-to-size? What if I’m between sizes?”
• Gift cards — “Do you sell gift cards? Are they combinable with codes? Do they expire?”
• Sustainability — “What materials do you use? Are you carbon-neutral? Do you offer recycling?”

Sourcing audit

Every conversation in Dashboard → Conversations shows which knowledge sources answered each turn. If a popular question is repeatedly answered from a weak source (low confidence) or no source (model improvising), it’s a candidate for a new KB entry.

Excluding pages

Sometimes a synced page should not be retrieved — e.g. an internal memo accidentally published, or a legacy returns policy. Under Knowledge → Sources, exclude a page from retrieval with one click. It’s still visible in the dashboard so you can audit the decision.

Version control

Manual KB entries are versioned. Every edit is timestamped with the author, and you can revert any entry to a prior version. Auto-synced pages are not versioned because they live in your CMS — Shopify and WordPress are the source of truth.

Limits & quotas

Adjacent pages

• Training & gaps inbox — turn missed questions into new KB entries automatically.
• System prompt — define brand voice and rules around the KB content.
• Security & privacy — how KB content is stored and accessed.