Knowledge sources give your Customer Agent real store information to use in replies. You can add files, page links, help center content, and connector data. This helps merchants improve answer quality, reduce wrong answers, and cover more shopper questions.
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Best Practices
- Add current product details, shipping rules, return rules, and store policies first.
- Use clean source files with clear headings and simple text.
- Add your help center if it already has accurate support content.
- Review **Knowledge Gaps** often to find missing topics.
- Remove old or duplicate sources that can confuse the agent.
Troubleshooting / FAQs
What file types can I upload?
AI Shopper accepts PDF, TXT, CSV, XLS, XLSX, DOC, and DOCX files on this page.
Why did my file upload fail?
The file type may not be supported, or the file may need to be uploaded again. Try one of the supported formats.
Why is my source still processing?
Large files and imported links can take more time. Wait until processing ends before you test the new content.
Why can I not add this URL?
What is the difference between Knowledge and Knowledge Gaps?
Knowledge is the content you add. Knowledge Gaps shows topics that the agent still does not answer well. If you see any knowledge gaps available, please feed information or answers to it.
Why do shoppers not see the new information yet?
Make sure the source finished processing, then test through a live AI Shopper entry point.