Teach your agent about your shop

Your agent answers from one knowledge document, sorted into Products, Policies, FAQs, Business and Other. The same document answers your customers on Instagram and WhatsApp. Your agent is told never to invent an answer: if something isn’t in your knowledge or your Catalog, it hands the chat to you.

What goes where

• Products is locked to your Catalog. Product names, prices and stock always come from there, so your agent doesn’t quote an old price. To change a product, click Manage in Catalog →.
• Everything else lives in the knowledge document, in sections such as Shipping & Delivery, Returns & Policies, Payments, FAQs, About and Locations & Hours.

Add information

1. Go to AI Studio › Knowledge. It opens on Document.
2. Click Add information.
3. Choose how to add it:
   • Write text — type it under What should the AI know? (up to 4,000 characters).
   • Upload documents — a PDF, Word or plain-text file, up to 10 MB.
   • Extract from website — paste the page’s address, choose This page and the pages it links to (up to 100 pages) or Just this page, then click Start indexing.
4. For a note or a file, leave Category on Let AI choose, or pick one yourself. Click Add to knowledge.

You’ll see where it went, for example “Added to Shipping & Delivery and FAQs.” A website starts as pending, moves to training while it’s read, and is used in answers once it says trained.

Fix a section yourself

Every section has an Edit button. Change the words and click Save. Your wording stays even when your website is read again, and the section says “Edited by you”.

Check what your agent would say

1. Switch to Sources & testing.
2. Under Test an answer, type a question a customer might ask and click Test, or tap one of the questions next to Try.
3. You’ll see Grounded answer with the sources it used, or No answer if nothing you’ve added covers it.

Nothing is sent to a customer when you test.

Fill the gaps

On Sources & testing, Gaps — where answers ran out lists topics where your agent had to hand chats to you because it didn’t know enough or wasn’t sure. Click Cover this → to add what’s missing.

Questions behind the gaps shows the customers’ actual questions. Click Open conversation to read one, and Mark reviewed once you’ve dealt with it.

Refresh or remove a website

In Sources & testing, each website has Refresh, which reads it again, and Remove, which stops it being used in answers straight away. You can add it again later.

If something’s not right

• “That file is over the 10 MB limit — split it and upload the parts.” Split the file and upload each part.
• “This looks like product data.” Products belong in your Catalog, and your note or file wasn’t saved. Click Go to Catalog →.
• “This document changed elsewhere — reload to continue.” Someone else changed it. Click Reload, then make your change again.
• A website shows error. Click Retry, or Last run to see what went wrong.
• “Your role can view knowledge but not add to it.” Ask whoever manages your team to give your role access to knowledge.