Overview
Enrich the AI with documents, webpages and manuals that sit outside your product feed so it can answer deeper support or usage questions.
What you can achieve
Instant answers pulled from PDFs, user manuals or FAQ pages
Reduced support tickets for advanced product use cases
The ability to cite official documentation in chat
Best ways to use
Upload your most referenced PDFs first.
Add public FAQ URLs so the AI can reuse structured answers.
Keep the file list tidy – delete outdated docs to avoid conflicting information.
HOW TO USE
Go to Brand → Knowledge Base
Define knowledge at different levels to help your AI provide accurate, context-specific responses.
Gorgias Integration: Sync your support tickets and macros to help the AI understand customer service history.
Google Drive: Connect folders to automatically update the AI's knowledge with your latest business documents.
ChatGPT Information: Use the provided sample prompt to extract structured knowledge and paste it here to train your store's AI agent.
Help Center: You can improve your agent's knowledge by adding direct URLs to your help pages or uploading documents in various formats like PDF, CSV, TXT, Excel, and Word.
Shipping Information: Improve the agent’s knowledge by adding direct links to your site or uploading PDF, CSV, TXT, Excel, or Word files.
Returns & Refunds: helps the AI handle one of the most frequent customer concerns: how and when they can return and refund an item.
Size Guides: Link to your store's sizing charts or upload specific measurement documents for different product categories. The system accepts various file types, including Excel and Word, which are ideal for detailed measurement tables.
Blog: By adding your blog, you give the AI agent a deeper understanding of your brand's voice, expertise, and latest updates.
Loyalty & Rewards: This section ensures the AI can accurately explain how your customers are rewarded for their repeat business. Link to your rewards page or upload a document detailing point systems, VIP tiers, and referral bonuses.
General Knowledge: This is the "catch-all" area for any important information that doesn't fit into specific categories like shipping or returns. Use this to upload your brand's "About Us" story, founder background, or sustainability commitments to help the AI sound more human and informed.