Train → Content is your knowledge base — the union of everything Convi has read from your store plus the FAQs and URL imports you've added. This article walks through the screen, every source type, and how to add or fix content.
In this article
Where Content lives
The Content health banner
The custom FAQ block
Add knowledge — manually
Import from URL
The knowledge table — every source explained
Editing and deleting entries
"Update in Shopify" — what it means
Tips that pay off
Where Content lives
Open Train → Content. The page is two big regions:
Content health banner at the top — a four-tile health summary (Coverage, Freshness, Quality, Custom sources) with one-line guidance and a "View in Recommendations" link if Convi has flagged questions it couldn't answer.
Knowledge table below — every knowledge entry in your KB, filterable by source.
ℹ️ Note: Authoring custom FAQs and importing knowledge from URL are plan-gated by the Custom FAQ permission. If your plan doesn't include it, you'll see a lock icon on the Add knowledge and Import from URL buttons.
The Content health banner
The banner is a quick read on training health. Four tiles:
Coverage — "Whether all your products, pages, and policies have been indexed. Partial means some sources couldn't be imported." Values: All covered / Partial.
Freshness — "How recently your content was indexed." Values: Current / Syncing….
Quality — "Answers that got negative feedback or low confidence." Values: No items flagged / N items flagged.
Custom sources — "You've added these manually." Shows the count of your custom FAQs.
If Quality reports flagged items, the banner also surfaces a "N questions Convi couldn't answer confidently — Review them in Recommendations and turn each one into an FAQ in a single step" link straight to Analyze → Recommendations.
The custom FAQ block
Below the banner, the Custom FAQs card lays out two primary actions:
Add knowledge — open the FAQ modal and write a question + answer manually.
Import from URL — extract content from a public web page into a knowledge entry.
The description reads: "Teach Convi answers to questions your store-imported content can't cover — refunds for specific bundles, custom shipping rules, brand-specific FAQs."
Add knowledge — manually
Click Add knowledge.
Fill Question and Answer in the modal.
Click Add FAQ.
The FAQ is saved to your knowledge base immediately and the assistant can use it on the next message. A toast confirms: "FAQ added successfully."
💡 Tip: Phrase the Question the way a shopper actually asks it ("How long does shipping take to Germany?"), not the way you'd write a policy heading ("International Shipping — Germany"). The retrieval layer matches on semantic similarity, so closer wording = better retrieval.
Import from URL
If the content you want already lives on a public web page (a brand FAQ, a doc on your help center, a manufacturer spec), let Convi extract it:
Click Import from URL.
Paste the URL (e.g.
https://example.com/return-policy).Click Extract content. Convi reads the page (you'll see "Reading the page…").
Review and edit the extracted Title and Content in the preview.
Click Add to knowledge.
Convi handles the messy parts (non-HTML pages, redirects, auth walls) by surfacing specific errors so you know whether to retry, change the URL, or paste the content manually. Examples you might see:
"That page requires a sign-in, so we can't read it."
"That URL doesn't point to a web page we can read."
"We couldn't extract useful content here."
The knowledge table — every source explained
The table lists every knowledge entry across all sources. Filter or sort by the Source column to view one type at a time. The available sources:
Source | Where it comes from |
FAQ | The Q&A pairs you added manually. Fully editable. |
URL | The pages you imported via Import from URL. Fully editable. |
Policies | Synced from Shopify (Returns, Shipping, Privacy, Terms of service). Read-only — edit in Shopify. |
Pages | Synced from your Shopify pages. Read-only — edit in Shopify. |
Blogs | Synced from your blog articles. Read-only — edit in Shopify. |
Shop info | Auto-built from your Shopify store settings. Read-only — edit in Shopify. |
Content gap | Questions shoppers asked that Convi couldn't answer confidently. Acted on via Add to knowledge. |
Enhanced chat | Processed chat snippets Convi turned into reusable knowledge. |
Handed over | Conversations that escalated to a human. Used as a learning signal. |
Editing and deleting entries
Editable rows (FAQ, URL): use Edit FAQ / Edit knowledge on the row.
Read-only rows (Policies, Pages, Blogs, Shop info): the action button says Update in Shopify — clicking deep-links to the right place in Shopify Admin.
Bulk delete: select multiple entries and use Delete knowledge items. A confirmation dialog asks: "Are you sure you want to delete N selected item(s)? This action cannot be undone."
"Update in Shopify" — what it means
Four source types are managed in Shopify and re-synced regularly:
Policies →
Settings → Legalin Shopify Admin.Pages → the specific page in Shopify Admin.
Blogs → the specific blog article in Shopify Admin.
Shop info → the relevant Shopify settings page.
If you edit them inside Shopify, Convi picks up the change on the next refresh (daily background job). If you tried to edit them in Convi, the next sync would overwrite your edit — so the button takes you to the right place instead.
Tips that pay off
Build FAQs from real questions. Knowledge gaps surfaced under Analyze → Recommendations are pre-prioritized for you.
Answer in the shopper's voice. Conversational tone outperforms policy language for retrieval and for the response that gets generated.
One question, one FAQ. Don't bundle "What's your return policy and how do I track my order?" into a single entry — split them.
Re-test after adding. Use Evaluate → Playground to ask the question and verify the new FAQ actually surfaces in the answer's Sources.