Your AI agent automatically searches these sources when responding to customers. Knowledge is provided dynamically based on how well information matches the customer's request.
Help articles
Articles from your help center. The AI searches article titles and content to find relevant information.
Tip: Write articles that answer common customer questions. The more comprehensive your help center, the better your AI agent can self-serve.
Canned responses
Pre-written message templates. Create these for frequently used responses like return instructions or shipping policies.
To create a canned response:
- Go to Settings → Canned responses
- Click Add canned response
- Enter a short code (e.g., "return-policy") and the response content
Shopify products
If you've connected Shopify, your AI agent can look up product details including titles, descriptions, pricing, and availability.
Shopify orders
Your AI agent can retrieve order information including status, tracking numbers, and order history for identified customers.
AI training responses
Save successful support conversations as training examples. When an agent writes a great response, you can add it to the AI's knowledge base.
To save a training response:
- Find a message in a conversation that handled a situation well
- Click the Add AI training response button next to the message
- The system will polish the response and save it
Training responses help your AI agent learn your team's voice and how you handle specific situations.