> For the complete documentation index, see [llms.txt](https://docs.chizy.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.chizy.io/quick-setup-guide/improving-your-chatbot-responses/help-your-chatbot-get-smarter-over-time.md).
# Help your chatbot get smarter over time
### Why "Add Custom Knowledge"?
Chizy automatically syncs key store data such as **product and collection details**, **store pages** (like about us, information pages...), and **store policies** directly from Shopify.\
However, some types of information aren’t retrievable automatically. Failing to include them may lead to incomplete or generic responses.
#### Examples of Information to Add
* **Limited-time offers** – e.g., Black Friday or Christmas promotions
* **Brand background** – e.g., your story, sustainability efforts, craftsmanship details
* **Answers for customer FAQs** (if you haven't included them in any pages yet)
### Principles to follow when adding custom knowledge:
* Only add key information that AI cannot automatically retrieve.
* Proactively review conversation logs to optimize AI responses.
* Regularly update and maintain the knowledge base to ensure accuracy.
* Use customer-friendly phrasing for better AI matching.
* Ensure information is clear and specific.
* Follow a one-topic-one-answer format.
### 1. Only Add Key Information AI Can’t Fetch Automatically
Avoid duplicating data that Chizy already imports from Shopify, such as product descriptions or standard shipping timelines. Focus on unique or event-specific content such as **special campaigns, brand details, or exclusive benefits.**
**Example: Black Friday Promotion**
| ❌ Not Recommended | ✅ Recommended |
| ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| “Orders over $50 qualify for free shipping.”
-> This is a general information which might be mentioned in a page or policy, Chizy already learns this automatically.
| “Black Friday Special! From Nov 20–27, enjoy free shipping on all orders — no minimum required.”
-> This is special promotion that's not included any where else
|
### 2. Review Conversation Logs to Improve Accuracy
Regularly reviewing Chizy’s [**conversation logs**](/features/core-features/ai-powered-conversations.md) helps you identify where customers’ questions weren’t answered correctly or completely.\
Add or update knowledge entries to fill those gaps.
### 3. Keep the Knowledge Base Updated
Your promotions, inventory, and policies change over time. Review the knowledge base **monthly** or before major sales events to keep information current.
**Areas to Regularly Review**
* Promotional campaigns (Black Friday, Christmas, New Year’s)
* Shipping timelines (holiday delays, new couriers)
* Return and refund policies (special holiday return extensions)
* Expired promotions or outdated offers (ensure they're deleted)
* New product launches or discontinued items
* Event-based offers (e.g., trade shows, pop-up stores)
**Example: Updating Promotions**
| ❌ Not Recommended | ✅ Recommended |
| ----------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| “Everything is 20% off for Black Friday!”
-> This is not time-specific, so the AI might tell customers about the promotion when it's already over
| “Black Friday Sale: Nov 29–Dec 1, enjoy 20% off storewide.”
-> This is time-specific, so the AI will not mention the promotion when it's not within the promotion date
|
### 4. Write in Customer-Friendly Language
Phrase questions and answers the same way customers naturally ask.\
Avoid overly formal or internal company wording.
**Example: Care Instructions**
| ❌ Technical | ✅ Helpful |
|---|
| “Garments require delicate laundering.” | "Linen clothes require to be washed cold, tumble dry low and inside out for best results." -> This is a more user-friendly instruction, which is action-oriented for specific product. |
### 5. Make Information Clear and Specific
Ambiguity leads to poor customer experiences.\
Each knowledge entry should give concrete, time-bound, and action-oriented answers.
**Example: Gift Packaging**
| ❌ Unclear | ✅ Detailed |
| ------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| “We offer gift wrapping.” | "We offer gift wrapping for $3.99 — it includes tissue paper, ribbon, and a handwritten note. Customers can add this option at checkout by selecting “Add Gift Wrap.”" |
**Example: Restock Information**
| ❌ Vague | ✅ Clear |
| ------------------------------------- | --------------------------------------------------------------------------------------------------------------------- |
| “We restock popular items regularly.” | “Our *Hoodies collection* restock every two weeks. You can click ‘Notify Me’ to get an email when your size is back.” |
*-> These sentences provide clear and structured details (price, content, and action). It helps Chizy confidently explain the option and guide customers through stages.*
### 6. Use the One-Topic-One-Answer Format
When you enter in the "Topic" box, Chizy understands information best when each entry is focused and specific.\
Avoid combining multiple questions into one entry.
**Example: Subscription FAQs**
| ❌ Combined | ✅ Split |
| ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| “How does the subscription work? Can I cancel? How do I skip a month?”
-> This entry contains three different questions, so Chizy can’t tell which one to focus on.
| Topic: "How does the subscription work"
Content: "Customers will receive one box every month with new flavors.”
Topic: "Can our customers cancel my subscription?"
Content: "Yes, anytime from your account dashboard.”
Topic: "Can our customers skip a month?"
Content: "Yes, they just need to click ‘Pause Subscription’ before your renewal date.”
|
### 🧠 Best Practices
* Check Chizy’s **conversation logs weekly** to spot missing answers.
* Keep your tone conversational and consistent with your brand.
* Remove outdated information to maintain trust.
* Always include **specific dates, product names, or conditions** in answers.