#Knowledge Base

Setup > Knowledge Base is where you add store-specific knowledge that HeiChat cannot infer from Shopify products and policies alone.

#The two parts of the knowledge area

The Knowledge section usually includes:

• Knowledge Base
• Knowledge Gaps

Knowledge Base is where you add material. Knowledge Gaps shows where real conversations are still exposing missing coverage.

#Add knowledge in the right format

HeiChat supports:

• URL
• PDF
• TEXT FILE
• PLAIN TEXT
• Q&A

Choose the format based on the source:

• Use URL for public help pages
• Use PDF for manuals or policy documents
• Use plain text for short answers
• Use Q&A when multiple questions should map to one standard answer

#Best practices for each content type

#URL

• Only public pages can be learned.
• If the page changes later, update or re-add the entry manually.

#PDF

• Large PDFs are split page by page.
• Plan your capacity accordingly because one PDF can create many entries.

#PLAIN TEXT

• Best for short policies, campaign rules, or internal phrasing you want the AI to use.

#Q&A

• Add several question variants for the same answer.
• Use product-type answers when a specific product should be recommended.

#Renew Policy

Use Renew Policy after editing Shopify policies such as shipping or refunds.

HeiChat does not automatically re-read those policies every time you change them.

#Expiration and cleanup

Use expiration dates for temporary information such as:

• Seasonal promotions
• Limited-time return rules
• Event-specific instructions

Regular cleanup matters because HeiChat relies on saved snapshots, not live source updates.

#Keep improving with Knowledge Gaps

Knowledge Gaps helps you improve coverage based on real conversations.

Recommended loop:

1. Review repeated gaps.
2. Group similar questions.
3. Add or update a knowledge entry.
4. Mark the gap resolved.

This feedback loop is one of the most reliable ways to improve answer quality over time.