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Your assistant only knows what you give it. Here is what it does with your content, and how to give it what it needs to answer correctly.
Nothing to set up here
Everything described on this page is added on the Knowledge screen, right next door.
It does not learn your documents by heart. For every question, it looks through your content for the passage that answers it, then writes its reply from that passage.
It understands the question
Whatever words your customer picks. « How long does delivery take? » and « what's the shipping time? » are the same question to it.
It looks for the passage that answers
Across your documents, product pages and collections. If nothing is close enough, it says so and offers to put the visitor in touch with you rather than making something up.
It writes the reply
Only from what it found in your content. Prices, stock and availability always come from Shopify, live.
What matters is not how many documents you have, but how easily the right answer can be found in them. A clear page about returns beats an eighty-page catalogue.
The three tabs on the Knowledge screen do different jobs.
Your documents
A file, a page from your site, or text you write directly. This is the only source you control end to end, and the one that answers service questions: delivery, returns, warranty, sizing, care.
Your products
They arrive on their own from Shopify, with their title, description and variants. They are also what appears as a card under an answer.
Your collections
They teach the assistant your product families: « outdoor lighting », « the kids range ». Without them, it answers product by product and never sees the whole.
One rule is enough: if a customer has already asked you by email, the answer belongs here.
Worth adding
Better left out
This is the advice that changes the most. When a document covers everything, the assistant can't tell which passage to pull, and its answer turns vague.
Better avoided
« Useful information » Delivery, returns, warranty, care, sizing, opening hours and payment methods, all in one forty-page file.
Asked « can I return an opened item? », the assistant lands on a passage about delivery and opening hours. It answers beside the point, or hands over.
What works
« Returns and refunds » « Delivery times and costs » « Warranty and faults » « Care » A clear title, a few paragraphs each.
The returns question lands on the returns document. The answer is right, and you know which document to fix if it isn't.
It tells you whether your assistant has something to answer with. It does not judge your writing.
How many documents45 points
Twenty documents earn all of them. Five earn a quarter.
Documents with enough in them40 points
A one-line document counts as a source but gives almost nothing to answer with.
Your catalogue15 points
Earned as soon as your products are synchronised from Shopify.
A high score means there is something to answer with, not that the answers are good. The real test is on the screen next door: ask the assistant the three questions your customers ask most.
Each piece of content has to be analysed once to become searchable, and your plan includes enough to rebuild your whole knowledge base several times a cycle. Nothing extra is charged to you: these habits simply keep that allowance from being spent for nothing.
To take content out, switch it off. The toggle at the end of the row removes it from answers without erasing its analysis. Switching it back on is instant and doesn't touch your allowance: the right way to check whether a document is causing off-target answers.
To update it, re-import over the top. Without deleting it first: what hasn't changed isn't re-analysed, and only the new text is processed.
Deleting is final. Its analysis goes with it. Importing it again later means analysing everything from scratch, and that comes out of this cycle's allowance.
The allowance renews every cycle. It is shown on the Knowledge screen. Once it runs out, new additions resume next cycle; the assistant keeps answering with everything it already has.
Where to start?
With your delivery and returns terms: those are the two questions your customers ask most.