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Merchant Console
AI assistant replies•Essential•Intermediate

Add store information and reply rules

Add FAQs and policies the assistant may use when drafting or sending customer replies.

6 min read•Updated 2026-09-18
In This Guide
  • Add accurate answers for product, payment, delivery, and return questions.
  • Keep information current when your products or policies change.
  • Test replies to check whether the assistant uses the information as intended.
  • Route questions to staff when the answer is missing or needs judgment.
Prerequisites

Before configuring this feature, confirm that your store meets the following requirements:

Store Policy Documentation:Prepared text documents or PDFs of your store's policies, sizing charts, or FAQs.
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Add store information and reply rules
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Interface view for this workflow.

1. Add frequently asked questions

Write short answers to common customer questions, such as delivery areas, payment methods, or return terms. Use the exact policies your store follows. Test different ways a customer might ask and update the answer if the assistant misses it.

1

Navigate to Knowledge Base

Open the store information area from AI assistant settings.

Path:Admin Sidebar → AI assistant → Knowledge
2

Click 'Add FAQ'

Click the '+ Add FAQ' button in the upper-right corner of the FAQ panel.

Path:Knowledge Base → FAQs Tab → Add FAQ
3

Enter Question & Answer

Add one clear question and a concise, accurate answer.

Path:FAQ Modal → Question & Answer Inputs → Save

2. Add a policy document

If your store information area supports document uploads, add a current copy of your policy or sizing guide. Check the upload status shown in the workspace and test a reply before relying on the document.

1

Open Document Uploader

Switch to the 'Documents' tab inside the Knowledge Base panel.

Path:Knowledge Base → Documents Tab
2

Upload File

Choose a supported file and check the size and format limits shown in the uploader.

Path:Documents Tab → Drag & Drop Zone
3

Verify Processing Status

Wait for the uploader to show that processing has finished. If it reports an error, use the message shown to correct the file.

Path:Document Row → Status: Indexed

Practical Business Scenarios

How leading merchants implement this functionality in daily operations:

Seasonal Holiday Return Policy Update
Situation: During December, a merchant extends their standard 7-day return policy to 30 days for holiday gift purchases.
Best practice: Update the return policy wherever it appears in your store information and storefront. Test a customer question and review the reply before using automatic replies.

Troubleshooting & Common Issues

Diagnose and resolve frequent failure points quickly:

Problem: AI says 'I don't have information on that' for a policy contained in an uploaded PDF
Why this occurs: The PDF contains scanned raster images instead of selectable text, preventing the text extraction parser from reading its contents.
Resolution: Ensure your PDF contains selectable digital text, or copy and paste the policy text directly into the Knowledge Base text editor.

Frequently Asked Questions

How long does it take for new knowledge to take effect in AI chats?

Processing time depends on the file and current service state. Check the status shown in the workspace, then test a reply to confirm the information is available.