What is the 'Knowledge' feature & how do I best use it?

The Knowledge feature allows you to add custom content and documents that Conversagent can reference when answering customer queries. This information isn't visible on your storefront, making it ideal for providing behind-the-scenes details that improve chatbot responses.

Keep in mind that adding a Knowledge document doesn't mean it's automatically used for every question — it's only shown to the AI when the content is relevant to the customer's query.

When to use the Knowledge feature

Knowledge documents are especially helpful when the AI is unable to answer a question because the information is missing or not available on your website. You can include:

• Example questions and answers
• Structured content with headings
• Any additional information that fills knowledge gaps

How to make your Knowledge documents effective

If you want a specific Knowledge document to appear for certain types of questions, make sure it's clearly relevant to that topic.

A simple and effective approach is to structure your Knowledge document like an FAQ, including:

• A set of related example questions a user might ask
• The information or answer you'd like the AI to use

This helps Conversagent recognise when your document matches a query, increasing the chances it appears at the top of search results.

Think of it like Search Engine Optimisation (SEO) — just as you optimise your store content to rank higher on Google, you can "optimise" your Knowledge documents to ensure they surface when customers need the information they contain.

Additional tips

• You can also upload PDFs to your Knowledge base. Conversagent can search and read them to generate more accurate answers.
• For a step-by-step walkthrough, check out our Conversagent Knowledge How-To Video.