Knowledge base overview
The sources the assistant answers policy and service questions from, how they are kept current, and the plan limits for pages and files.
The knowledge base holds everything that isn't a product: your shipping and return policies, help pages, FAQs, size charts and other documents. The assistant searches it for service questions ("How long do returns take?") and cites what it used.
Sources
| Source | Added | Kept current |
|---|---|---|
| Policies (from your platform) | Automatically | With every content sync (every 6 hours) |
| Pages (from your platform) | Automatically | With every content sync |
| FAQs | You, the API, or answers to knowledge gaps | Immediately |
| Sitemaps and URLs | You | Recrawled every 6, 12, 24, 72 or 168 hours |
| Uploaded files | You | When you upload a new version |
Platform sources can't be deleted, but you can switch them off or exclude single documents.
What the knowledge base is not used for
Prices, stock and order data never come from the knowledge base, even if a page mentions them. The assistant always reads them from your catalog and platform. This keeps answers correct when a page is out of date.
Plan limits
Web pages (platform pages, crawled pages and FAQs) and files are counted separately against your plan; see the knowledge base rows in plans and limits. The header of Knowledge shows your current usage.
Safety
Every document is checked for text that looks like instructions to the AI ("ignore previous instructions…"). Such documents wait in the review queue and are not used until you approve them. Hidden text and invisible characters are removed when a page is imported.
Open the knowledge baseLast updated on