What you'll achieve
Give your bot what your customers ask about: shipping, returns, payment methods, hours and product guides, so it answers with your information and not with guesses.
Before you start
- Gather the texts: FAQ, shipping and returns policy, warranties, hours, product descriptions (what each one is for, how to use it, ingredients or materials).
- Don't include prices or stock: the bot looks those up in your store in real time, so it never quotes an outdated price.
- Don't upload your customers' personal data (ID numbers, phones, addresses, orders).
- You need an editor o administrator.
Steps
- Go into the editor and, in the sidebar, click Knowledge. Screenshot: empty Knowledge section
- In Add information, choose the type:
- FAQ: write each question with its answer and leave a blank line between them. Example: Q: How long does shipping take? A: 3 to 5 days.
- Policy: a title with # for each topic (# Shipping, # Returns) and the text below.
- Catalog or product guide: one description per product, with a title with # per product.
- Text: any other information.
- Enter an internal title clear (for example, “Shipping policy”) and paste the content. You can also upload a file in text format (.txt, .md or .csv). PDF and Word files can't be read yet: copy the text or export it as .txt.
- Click Add. The source appears in the list with its number of fragments. Screenshot: source list
- In Test what the bot finds, type a question the way a customer would and click Search.
Expected result
The test shows the fragments of your information that answer the question. If it finds nothing, it's because that information isn't loaded yet: add it. With AI on, in that case the bot will say it doesn't know and hand off to a person.
How to keep it up to date
- Edit: change the text when a policy or hours change.
- Turn off: a source that's turned off stops being used without deleting it (useful for promotions that ended).
- Delete: removes it permanently.
- Review the information whenever something important about the business changes.
Common issues
The search doesn't find something I did load
The search compares words, not meanings. Use the same words your customers use in the text (“refund” and “return”, for example).
“The maximum was reached”
There are caps on quantity and size per account. Delete sources you no longer use or write to us.
The file is too large
Split it into several sources.
When to write to us
If you need to load many documents, PDFs or your website's content, write to us: we'll do it with you. Don't send us keys or your customers' personal data.
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