Knowledge explained

Knowledge is the information your AI Agent uses to answer accurately. It usually includes shipping rules, return policies, product guidance, FAQs, and brand instructions.

The better your knowledge is organized, the more confident and consistent your AI replies become.

What to add first

• Shipping destinations, timelines, and costs
• Return and refund windows
• Exchange rules
• Order tracking guidance
• Product care or sizing notes that customers ask about often

Keep knowledge current

Update knowledge whenever your policies change. Outdated content is one of the most common reasons AI answers feel wrong. Review top shopper questions monthly and improve the articles behind them.

Next steps

1. Add your core policies to Knowledge.
2. Connect your store so live order data complements written policies.
3. Test the AI Agent on five real customer questions.
4. Refine answers and permissions based on what you see.