Help your chatbot get smarter over time

Your chatbot gets smarter with every conversation as it learns from customer interactions — and you can make it even better by adding your own custom knowledge.

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 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.