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.
Text snippets
Short pieces of knowledge your AI agent references when responding to customers. Use them to document policies, FAQs, product details, or anything your AI should know.
To create a text snippet:
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Go to AI agent → Text
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Click Add text
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Enter a Title (e.g., "What's your warranty period?") and the Content the AI should know about this topic
The AI searches your snippets to find relevant info when responding to customers.
Canned responses
Pre-written message templates. Create these for frequently used responses like return instructions or shipping policies.
To create a canned response:
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Go to Settings → Canned responses
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Click Add canned response
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Enter a short code (e.g., "feature-request") 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.
Knowledge suggestions
Commslayer automatically suggests saving knowledge when your team fills in where the AI left off.
Suggestions are triggered in two cases:
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Human responds after AI handover. The AI didn't have the answer, so a human stepped in. That response is a good candidate for saving.
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Human edits an AI draft before sending. The edit signals the AI's answer wasn't quite right. The corrected version gets suggested as a text snippet.
How it appears: A card shows up in the conversation below the human's message. It contains a generated title and the option to save or dismiss.
Saving a suggestion: Click Save to open a modal where you can review and edit the content before saving it to AI knowledge.
Dismissing: Click Dismiss to hide the suggestion if it's not useful.
Bulk management: Suggestions also appear in AI agent → Knowledge gaps → Suggestions, where you can review, save, or dismiss them in bulk.