Knowledge & answers
Everything the assistant should know: FAQs and information about your business, the sources it may answer from, your policies and your current offers.
- Stats row and toolbar (search, filters, topics)
- A list of entries with topics and on/off switches
- "Generate from your site" and "Add Knowledge" buttons
Generate from your site
The first time you open the admin after activation (with an empty Knowledge Base), the plugin reads your site and writes answers to common questions. Click Generate from your site any time to add ones that are missing. Each is written only when the information exists:
| Entry | Built from |
|---|---|
| About your site name | Site name, tagline and website (only when a tagline is set) |
| How can I contact you? | The Send Requests To address (never the private admin email) and your Contact page |
| Where are you located? Shop | Your WooCommerce store address |
| What do you sell? / What can I find on this website? | Top product categories, or top-level pages |
| Shipping, payment, returns Shop | Your shipping zones, payment methods, Refund & Returns page and summaries |
| Orders, accounts, currency, terms Shop | My Account, guest checkout setting, currency and Terms page |
| How do you use my personal data? | Your privacy policy page |
New entries are switched on. Check them and edit anything that needs it; entries you delete aren't regenerated automatically.
Adding and editing entries
Click Add Knowledge, or a Quick add chip such as "Opening hours" or "How do I return an item?".
FAQ: a question and its answer. Information: hours, location, services, prices…
e.g. "How long does delivery take?" or "Opening hours".
Short and factual. The assistant repeats what you write.
e.g. "Shipping", for filtering and better matching.
One phrasing per line, e.g. "When will my order arrive?" and "Delivery time", so the right entry is found.
"Used by the assistant" on or off. Turn an entry off instead of deleting it when it's only out of date for a while.
- Find entries with the search box, the All / FAQs / Information / Turned off filters and the topic menu.
- Reorder by dragging (with no filter or search active) or with the arrows.
- Duplicate creates a copy that is switched off. Delete moves it to the trash, with an Undo button for a few seconds.
- Up to 500 entries. Only the few that match a question are used for each answer.
Answer sources
Answer From lists everything the assistant may use. All are on by default:
- Knowledge base (FAQ entries)
- Policy summaries (below)
- Policy pages: Refund & Returns, Terms, Privacy (without a shop: Privacy policy page). Only published pages without a password are used, in the visitor's language with WPML or Polylang.
- On shops: Shipping zones & methods, Payment method names, and Products: suggest products as cards (fields chosen under Product Assistant)
The assistant answers only from the sources you allow, says it doesn't know rather than guessing, and never invents policies or promises refunds.
Store policy summaries
Short, plain-language summaries in your own words, given to the assistant as written. Each holds up to 3000 characters:
| Summary | Write about |
|---|---|
| Shipping | Delivery times, regions you ship to, tracking. WooCommerce shipping zones are added automatically. |
| Returns & Refunds | Return window, item condition, who pays return shipping, how refunds are issued. |
| Payment | Anything the payment method titles don't already say. |
| Other Store Information | Opening hours, contact details, warranty, gift cards, anything visitors often ask. |
Current offers
Current Offers & Promotions (up to 1000 characters): offers, discounts and coupon codes the assistant may mention when relevant, for example "Free shipping on orders over $50. 10% off your first order with code WELCOME10 (until Dec 31)." It mentions only what you write here and never invents codes. Clear it when an offer ends.
Writing good knowledge
- One topic per entry; short, factual answers work best.
- Add "other ways visitors ask", so the right entry is found.
- Repeat numbers exactly ("30 days", "$4.95"). The assistant copies them.
- Check the Questions to answer list in Pro to find gaps.