How to Upload Knowledge Sources (AI Shopper)

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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1. In AI Shopper, go to Customer Agent

2. Open Settings

3. Click the Knowledge tab.

4. Choose one of these add methods:

- Upload file

- Import link
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5. If you upload a file, use a supported file type:

- PDF

- TXT

- CSV

- XLS

- XLSX

- DOC

- DOCX
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6. If you import a link, paste the full URL and click Add.

7. In Enhance your knowledge, add your Help Center URL if you want the agent to learn from your support site.

1. The Knowledge tab does not have its own publish button.

2. After a source finishes processing, the Customer Agent can use it.

3. Go to Entry Points in AI Shopper.

4. Publish the AI Shopper surface that shoppers will use.

5. Test the live experience and ask questions that should use the new knowledge.

- 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.

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?

Use a valid link that starts with `http://` or `https://`.

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.