Knowledge types
| Type | Source | Sync |
|---|---|---|
| FAQs | Manually added | Manual |
| PDFs | Manually uploaded | Manual |
| Products | Shopify | Automatic. Changes reflect instantly. |
| Collections | Shopify | Automatic. Changes reflect instantly. |
| Pages | Shopify | Automatic, on a schedule. Click Sync for immediate updates. |
| Blog Articles | Shopify | Automatic, on a schedule. Click Sync for immediate updates. |
Managing knowledge
Go to Settings > Knowledge Base to view and manage all knowledge types.FAQs
Create question-and-answer pairs that agents can reference. FAQs are ideal for common questions that don’t change often: return policies, shipping times, sizing guides, payment methods, etc. Each FAQ has:- Question: The question customers ask.
- Answer: The answer your agents should give.
- Related products: Optional. Link FAQs to specific products so agents surface them when the customer is asking about that product.
PDFs
Upload documents that agents can search: brand guidelines, detailed policies, product manuals, sizing charts, ingredient lists, care instructions, etc. Each PDF can optionally be linked to specific products for targeted retrieval. When a customer asks about a product that has linked PDFs, the agent can pull information directly from those documents.Products
Your Shopify products are automatically synced. Each product includes title, description, variants, pricing, images, tags, and metafields. Agents can search products and retrieve detailed information using built-in tools likeGet Product Details and Get Recommended Products.
Collections
Your Shopify collections are automatically synced, including the products in each collection. Agents can recommend collections using theGet Collection Recommendations tool.
Pages
Your Shopify pages (About Us, Contact, Policy pages, etc.) are synced automatically. If you update a page in Shopify, you can click Sync in the Knowledge Base to pull changes immediately instead of waiting for the next scheduled sync.Blog articles
Your Shopify blog posts are synced automatically, making them searchable by your agents. Great for brands that publish educational content, usage guides, or product tutorials.How agents access knowledge
Agents don’t automatically search the knowledge base. You need to assign the right tools:| Tool | What it does |
|---|---|
| Get Related Knowledge Source | Searches across all knowledge types (FAQs, PDFs, products, collections, pages, blogs) and returns relevant matches. Assign this to any agent that should answer questions using your knowledge base. |
| Get Recommended Products | Recommends products and collections based on the conversation context. Assign this to sales-focused agents. |
| Web Search | Searches the live web for current information not in your knowledge base. Useful for questions about current events, competitor comparisons, or industry info. |
These are built-in tools available across all MAS types. See Built-in Tools for the full list.
Best practices
- Start with FAQs. Write 10 to 20 FAQs covering your most common questions. This alone dramatically improves agent accuracy.
- Upload key PDFs. Detailed return policies, shipping guides, and product manuals give agents deep reference material.
- Keep knowledge current. Products and collections sync automatically, but review FAQs and PDFs periodically to ensure they’re up to date.
- Link FAQs to products. When a FAQ is about a specific product (e.g., “How do I use the XYZ cream?”), link it so the agent surfaces it at the right time.
- Use the Sync button. After updating pages or blog articles in Shopify, click Sync in the Knowledge Base to pull changes immediately.
- Write clear FAQ answers. The agent uses the answer text directly, so write it the way you’d want a customer to read it.