What goes in it
Your knowledge base has five sections, each answering one kind of question:
- Shipping & delivery: where you ship, delivery times, costs, any free-shipping threshold.
- Returns & refunds: how many days, the condition items must be in, who pays return shipping, how refunds are paid.
- Payment options: cards, wallets, cash on delivery, instalments, the currency you charge in.
- Warranty: what's covered, for how long, how to claim.
- Store info: opening hours, shop addresses, how to reach you.
On top of these you can add your own questions and answers, and on Growth and Pro, promotions the assistant can mention (with optional start and end dates).
Write it the way you'd say it
The assistant answers from your text, in the shopper's language, so you only write it once, in your own language.
- Be specific. "Orders over $50 ship free within the US" beats "free shipping on qualifying orders".
- Give numbers. Days, amounts and countries are what shoppers ask about.
- Say what you don't do. "We don't ship to PO boxes" saves a question.
- Keep it short. A few sentences per section is usually enough.
Each section starts from a template; replace everything in [brackets]. A section that still has brackets can't be saved, so nothing half-finished reaches shoppers.
What the assistant does with it
It's built to answer only from what you wrote. If a shopper asks about something you haven't covered, it says it doesn't know and offers your contact options.
How much fits
The knowledge base holds 5,000 characters on Starter, 15,000 on Growth and 40,000 on Pro, roughly one to eight pages of text. The meter under the editor shows how much you've used.
Test it
Ask the assistant your trickiest customer questions on the Test assistant page. If an answer is vague, the matching section usually needs a specific sentence added.