# 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.

Source: https://shopassist.coec.dk/docs/knowledge-base/overview · Updated 2026-10-01

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 [#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](/docs/knowledge-base/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 [#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 This keeps answers correct when a page is out of date.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 [#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](/docs/getting-started/plans-and-limits). The header of **Knowledge** shows your current usage.

## Safety [#safety]

Every document is checked for text that looks like instructions to the AI ("ignore previous instructions…"). Such documents wait in the [review queue](/docs/knowledge-base/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 base](/app/go/knowledge)