✅ Managing Knowledge

Knowledge is the collection of information your AI Assistant uses to answer your customers’ questions accurately and consistently.

Convi organizes Knowledge into five categories, depending on how it was created.

Here’s your complete guide to each category and how to manage them.

Automatically imported from your Shopify store:

Your AI uses this data in real time without any setup.

These are conversations you manually took over because the AI didn’t have an answer.

After you finish replying, the chat appears in Unresolved Inquiries > Handed Over.

To save this as Knowledge:
✅ Click on the conversation in Unresolved Inquiries.
✅ Click Add New Knowledge.
✅ Write the answer.
✅ Save.

The AI will automatically learn to use your answer next time.

This category includes responses you enhanced directly inside a conversation.

When you rewrite or improve an answer, the AI stores your version and uses it in similar situations.

These are questions your AI could not answer because no Knowledge existed.

They appear in Unresolved Inquiries > Content Gap.

To resolve them:
✅ Click the inquiry.
✅ Click Add New Knowledge.
✅ Create a clear answer.
✅ Save.

The AI can now reply correctly to this question.

These are frequently asked questions you add manually, such as:

FAQs are often the first place the AI looks when responding to customers.

When you create Knowledge manually, you have two options:

1️⃣ FAQ – Add a question and answer.
2️⃣ Web Pages – Coming soon (this will let you import content from your website automatically).

Your FAQ is now part of your Knowledge base.

✅ Note: The Web Pages option is visible but currently marked Coming Soon.

To edit any Knowledge entry:
✅ Simply click on it, make your changes, and save.

✅ Regularly review Unresolved Inquiries to keep your AI up to date.
✅ Use Enhanced Chat to fine-tune replies on the fly.
✅ Keep FAQs updated as your policies or products evolve.
✅ Be clear and specific—better Knowledge means better answers.

💡 Tip: Every new piece of Knowledge you add helps your AI reduce manual work and improve customer satisfaction.