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The Knowledge Base is the store information that your AI agents use to answer customers. Open Agents → Knowledge Base. The page has the tabs Brand info, Q&A, Product Catalog, Web Pages and Documents. The WhatsApp agent, the onsite agent and the voice agent use the same knowledge base. This page appears when your plan includes WhatsApp or the onsite agent.

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What the AI agent knows about your store

Your AI agents know:
  • your product catalog, synced from your store (see the Product Catalog tab),
  • your Brand info,
  • your Q&A, Web Pages and Documents,
  • your store’s website address,
  • the Operational Rules of each agent, which you set on the agent page.
The agents do not browse your website. To let them use a page of your website, such as your FAQ or shipping page, add the page in Web Pages. When you first connect a Shopify store, TextYess adds some of your store’s information pages, for example FAQ, shipping and return pages, for you.

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Which products the AI agent can see

The AI agents use the products in the Product Catalog tab of Agents → Knowledge Base. TextYess syncs this catalog from your store.
  • Shopify: TextYess uses products with the status Active. The AI agents do not use draft or archived products. A product that is not on your Online Store sales channel is not offered to customers.
  • WooCommerce: the AI agents use only published products.
  • The agents recommend a product only when it is active and in stock. A Shopify product with Continue selling when out of stock counts as in stock.
The AI RECOMMENDATION column shows Eligible or Not eligible, with the reason Not active or Out of stock. Click a product to see its Inventory, Status and AI Recommendation. You cannot edit products here. Change them in your store.

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How fast product changes reach the AI agent

TextYess updates the catalog when your store reports a change:
  • a product is created, changed or deleted,
  • a product goes out of stock or comes back in stock.
There is no other automatic sync. If your store does not report a change, the catalog keeps the old data. To fix one product, open it in the Product Catalog tab and click Resync. TextYess reads the product again from your store. To read all products again, click Resync Catalog. You can do a full resync once a day. A full resync does not remove products. If a product that you deleted in your store still shows, open the row menu and click Delete.

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Let the AI agent use your Shopify product custom fields

Shopify products can have custom fields (metafields), such as material or care instructions. You can let the AI agents use them.
  1. Open the Product Catalog tab of Agents → Knowledge Base.
  2. Click Sync Custom Fields.
  3. Select the fields that the AI agents can use.
  4. Click Update.
TextYess then updates all your products in the background. The button shows for connected Shopify stores.

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Add your brand information to the knowledge base

Brand info describes your brand: identity, mission, voice and target audience. The AI agents read it in every reply.
  1. Open Agents → Knowledge Base. Brand info opens first.
  2. Write or edit the text in Brand Overview. The limit is 10,000 characters.
  3. Click Save Changes.
TextYess can fill this text automatically when you create your account or connect your store. It never replaces text that you wrote. If you delete all the text and save, TextYess asks you to confirm.

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Add questions and answers (Q&A) to the knowledge base

A Q&A is one question with the answer that you want the AI agents to give. Use Q&A for facts that customers ask about, such as shipping times, returns and payment methods.
  1. Open the Q&A tab of Agents → Knowledge Base.
  2. Click Add Q&A.
  3. Write the Question and the Answer. Both are necessary.
  4. Optional: select a Category.
  5. Click Save, or Save and add another.
There is no character limit for questions and answers, and no limit on the number of Q&As. TextYess prepares a new Q&A for the AI agents when you save it. There is no processing status to wait for.

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Edit or delete a Q&A in the knowledge base

  1. Open the Q&A tab of Agents → Knowledge Base.
  2. Find the Q&A. The search looks in questions and answers.
  3. To edit it, click the question, or open the row menu and click Edit. Change the text and click Save.
  4. To delete it, open the row menu and click Delete. Then click Delete again to confirm.
You cannot undo a deletion. To delete all Q&As, open the Q&A actions menu (…) and click Reset all Q&A. To confirm, type the number of Q&As. Export a backup first with Export CSV in the same menu. To group Q&As, click Manage categories. A category name has a limit of 60 characters. If you delete a category, its Q&As move to Uncategorized.

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Import Q&A from a CSV file

  1. Open the Q&A tab of Agents → Knowledge Base.
  2. Click Import from CSV.
  3. Select a CSV file with the columns question and answer. The column category is optional. Click Download template to get the correct format.
  4. If your columns have other names, click Continue to column mapping and match the columns.
  5. Click Import.
The file can have up to 500 rows and 5 MB. Rows without a question or an answer are skipped. An import adds new Q&As. It does not replace or remove the Q&As that you already have. Export CSV creates files of up to 500 rows each, so you can import them again.

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Add web pages to the knowledge base

Add a page of your website, such as your FAQ, shipping or size guide page, so the AI agents can use it.
  1. Open the Web Pages tab of Agents → Knowledge Base.
  2. Click Add web page.
  3. Paste the address of the page. It must start with http:// or https://.
  4. To add more pages, click Add another URL.
  5. Click Add pages.
TextYess reads only the page that you enter. It does not follow the links on that page, so add each page separately. TextYess keeps a summary of the information that is useful for customer service, not the full page text. The status shows Pending, then Completed or Failed. The AI agents use the page when the status is Completed.

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Update or delete a web page in the knowledge base

TextYess does not read your web pages again automatically. When you change a page on your website, add the same address again in Web Pages. TextYess reads the page again and replaces the old content. To delete a page, click the trash icon in its row. Then click Delete to confirm. TextYess removes all the content that it got from that page. If a page shows Failed, TextYess could not read the page or found no content. Make sure that the page is public, then add the address again.

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Upload documents and PDFs to the knowledge base

You can upload files, such as a PDF catalog or a size guide, to the knowledge base.
  1. Open the Documents tab of Agents → Knowledge Base.
  2. Click Upload documents.
  3. Select one or more files. You can upload up to 10 files at the same time.
  4. Click Upload files.
Supported files: PDF, Word (.docx), PowerPoint (.pptx), Excel (.xlsx), HTML, EPUB, and images (PNG, JPG, GIF). The limit is 50 MB for each file. Files such as .doc, .txt, .csv and .webp are not supported. TextYess reads the text of the file, also from scanned pages and images. It uses only the text, not the pictures. The status shows Pending, then Completed or Failed. The AI agents use the document when the status is Completed.

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Delete a document from the knowledge base

  1. Open the Documents tab of Agents → Knowledge Base.
  2. Click the trash icon in the row of the document.
  3. Click Delete to confirm.
TextYess removes all the text that it got from the document. You cannot undo this. To replace a document with a new version, delete the old file and upload the new one. If a document shows Failed, TextYess found no text in it or could not read it. Delete it and upload the file again, or upload it in another supported format.

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How long until the AI agent uses new knowledge

  • Q&A: as soon as you save it.
  • Web Pages and Documents: when the status changes to Completed. Refresh the page to see the new status.
  • Brand info: the WhatsApp agent uses it in the next reply. The onsite agent can take up to 5 minutes. The voice agent gets it after an automatic update.
  • Operational Rules: after you click Publish on the agent page. The onsite agent can take up to 5 minutes.
The AI agents do not read all your knowledge for each reply. For each customer question, they search your Q&A, web pages and documents and use the entries that match best.