Your Knowledge Base is the brain of your AI assistant. It's where you teach Convi about your brand, policies, and unique product details. A well-maintained knowledge base is the single most important factor in ensuring the AI provides accurate, helpful, and brand-aligned answers to your customers. By investing a small amount of time in adding key information, you can dramatically increase the AI's resolution rate and improve customer satisfaction.
What is the Knowledge Base?
The Knowledge Base is a library of information that your Convi assistant uses to answer customer questions. You can add information from various sources, including your store's policies, frequently asked questions (FAQs), and custom-written content. When a customer asks a question, the AI searches this database to find the most relevant answer.
ℹ️ Note: The "Knowledge Search" ability must be active for the AI to use your Knowledge Base. You can manage this in the AI Agent → Abilities tab. |
How to Access Your Knowledge Base
You can manage all your knowledge sources from one central location in your Convi panel.
From your Convi dashboard, navigate to the AI Agent section from the left-hand sidebar.
Click on the Knowledge base tab.
Here, you will see a table listing all the current information your AI has access to, including the title and the source of the information.
Adding New Knowledge
Building a comprehensive Knowledge Base is easy. Convi allows you to add information from your Shopify store policies, create custom FAQ entries, or sync product and collection data.
Click the Add knowledge button at the top right of the Knowledge Base page.
Select the type of knowledge you want to add:
Policies: Automatically syncs with your Shopify store's policy pages (e.g., Refund Policy, Privacy Policy, Terms of Service).
FAQs: Create custom question-and-answer pairs to address common customer inquiries.
Custom Entry: Add any other text-based information you want the AI to know.
Follow the prompts to import or write your content.
Click Save to add the new information to your Knowledge Base.
💡 Tip: Start by adding your most frequently asked questions. You can find these by reviewing past customer emails, social media comments, or by using the insights from the Optimize tab. |
Managing Existing Knowledge
Once you've added knowledge, you can easily manage it from the main Knowledge Base screen.
Search: Use the search bar to quickly find a specific article or entry by its title.
Filter: Click the "All" filter to view knowledge from specific sources (e.g., only FAQs or only Policies).
Sort: Use the sort button to organize your knowledge base entries by title or source.
Edit/Delete: Click the three-dot menu next to any entry to edit its content or remove it from the Knowledge Base.
⚠️ Important: Deleting a knowledge source is permanent and cannot be undone. The AI will immediately stop using that information to answer questions. |
Related Articles