How to add an instant answer to the Knowledge Base

Adding an instant answer to the Chablyy Knowledge Base takes a few steps. Open Knowledge Base in the Chablyy app and add a file, up to 20 URLs at a time, or your own question and answer. Then test the question before shoppers ask it.

Key takeaways

• Open Knowledge Base in the Chablyy app to add an instant answer.
• Add a PDF, Word, TXT or CSV file, up to 20 URLs, or your own question and answer.
• Test any question before shoppers see the answer, and check the source shown behind it.
• Use the checklist to find thin answers, then fix each gap.

What Shopify already gives your Knowledge Base

Your Knowledge Base starts with what Shopify already knows about your store: products, variants, inventory, store policies and pages. Only active products published to a sales channel are used, so you do not need to retype answers that already live in Shopify.

Before you write anything new, sort the questions shoppers ask most often into two piles. Questions about products, stock, policies and pages may already have an answer in Shopify. Questions Shopify cannot answer, such as how you handle a special request, need your own answer.

Shopify supplies these details to the Knowledge Base:

• Products and variants
• Inventory
• Store policies
• Pages

Only active products published to a sales channel are used. If a product is a draft or is not published, its details stay out of the answers, so check that your live products are published before you rely on them. By default, the AI sees no product metafields, and you choose which ones it can use.

How do you add an instant answer to the Knowledge Base?

Open Knowledge Base in the Chablyy app, then add the answer as a file, as up to 20 URLs at a time, or as your own question and answer.

1. Open Knowledge Base in the Chablyy app.
2. Add a file (PDF, Word, TXT or CSV) that holds the answer, such as a returns policy.
3. Add up to 20 URLs at a time that hold the answer, such as a shipping page.
4. Add your own question and answer for anything still missing, such as a sizing question.

Choose the source that already holds the answer. Products, policies and pages from your Shopify store are already included, so only add a file or URL when the answer lives somewhere else, and write your own question and answer when nothing else covers it.

Then test the question before shoppers see it. Every answer shows its source, so you can confirm it came from the page you meant. For more detail, read the Knowledge Base feature page.

How do you check an answer before shoppers see it?

You can test any question in the Knowledge Base before a shopper asks it, and the source is shown behind every answer so you can confirm it comes from your own catalog, policies or files.

Before a shopper asks a question, you can test it yourself in the Knowledge Base. Type the question, read the reply, then check the source shown behind it.

1. Open the Knowledge Base page.
2. Type a question a shopper might ask, such as one about shipping or returns.
3. Read the reply, then open the source shown behind it.
4. Confirm the source is your own catalog, store policies or uploaded files.
5. If the source is wrong or missing, fix the answer in the Knowledge Base, then test the question again.

Only active products published to a sales channel are used, so check that the product behind an answer is live. Test the questions your shoppers ask most often first.

AI replies can be imperfect, so read the source behind each answer before you rely on it. Chablyy is set up to answer from your catalog, store policies and uploaded files, so any reply without a clear source is one to fix before shoppers see it.

Where do your answers come up thin?

The checklist in the Knowledge Base shows where shoppers might get a weak answer, so you can fix each gap by adding a file, a URL or a question and answer.

Before you add anything, check where your answers are thin. The checklist points to the questions where a shopper could get a weak reply, so you start with the gaps that matter most to your store.

• Add a file: upload a PDF, Word, TXT or CSV that already answers the question, such as a shipping or returns policy.
• Add a URL: paste up to 20 URLs at a time for pages that hold the answer.
• Add a question and answer: write the exact answer you want shoppers to see.

Your store already shares products, variants, inventory, store policies and pages with the AI, and only active products published to a sales channel are used. By default the AI sees no product metafields. You choose whether to include them, so decide that on purpose when a product gap appears.

For the full set-up, read the Knowledge Base page.

Frequently asked questions

Does the Knowledge Base read my product metafields?

No, not by default. The AI sees no product metafields until you choose which ones to share. Your Knowledge Base starts with what Shopify already knows about your store, including products, variants, inventory, store policies and pages. Only active products published to a sales channel are used, and those details stay current through Shopify webhooks.

Which file types can I add to the Knowledge Base?

You can add PDF, Word, TXT and CSV files. You can also add up to 20 URLs at a time, and write your own questions and answers for anything that is not already in Shopify or your files. Each source gives the AI facts it can use when a shopper asks about your products, shipping, returns or orders.

Can I test a question before shoppers see the answer?

Yes. You can test any question in the Knowledge Base before a shopper asks it. The source is shown behind every answer, so you can confirm it comes from your own catalog, policies or files before you rely on it. If the source is wrong or missing, fix the file, URL or question and answer, then test again.

What happens when the AI cannot find an answer in my sources?

The AI answers from the sources you have added, so a question your sources do not cover may get a weak answer. Use the checklist in the Knowledge Base to see where that might happen, then fix each gap with a file, a URL or a question and answer. AI replies can be imperfect, so test the questions that matter most to you.

Where can I see which answers are thin?

In the Knowledge Base, the checklist shows where shoppers might get a weak answer. Each item points to a gap you can fix by adding a file, a URL, or your own question and answer. Then test the question again to confirm the source shows what you expect.

Learn more about Knowledge base, storefront chat, Inbox and handoff and How it works.