Knowledge bases

The brains behind your AI Agents.

In order for your AI Agents to know how to help your customers, they need to have a bank of structured information to work with. This information is called a knowledge base.

Information in a knowledge base is stored in documents, which are nested within folders.

Example knowledge base folder structure

Take a look at the drawing below. It shows you how a section of a knowledge base for an ecommerce store called 'Dream Cosmetics' that sells beauty products might be structured.

The folders are in blue. The documents are in yellow.

Most knowledge bases will be more complex than this example, but the basic principles of organization will remain the same, even when scaled up:

  • Organize your topics from most broad to most specific.

  • Group related topics together.

  • Make sure your topics don't overlap.

Example knowledge base document structure

The information stored in your documents also needs to be carefully structured to see the best results from your AI Agent.

What content to include

The content that you add to your knowledge base is completely up to you. The more information you add, the more helpful your AI Agent will be. Some examples include:

  • FAQs

  • Ordering and shipping information

  • Return and exchange policies

  • Account management

  • Payment and billing information

  • Store locations

  • Company background and information

Product information

We recommend that you don't use Knowledge Bases to provide your AI Agents with product information. Instead, connect a Shopify store to your workspace and use the 'Recommend products' task for best results.

Tips and tricks

Here are some ways you can set your knowledge base documents up for success:

  • Use headings, bullet points, and numbered lists to signpost your content.

  • Provide information in full sentences.

  • Use simple language.

Take a look at some of these example documents:

Example: FAQ > General questions > What is Dream Cosmetics?

Dream Cosmetics is a premier brand in the beauty and skincare industry, dedicated to enhancing your natural beauty with high-quality, effective products. Founded on the principles of innovation, sustainability, and inclusivity, Dream Cosmetics offers a wide range of skincare, makeup, and haircare products tailored to meet the diverse needs of our customers.

Our product line includes:

  • Skincare: From cleansers and moisturizers to serums and masks, our skincare products are formulated with scientifically-proven ingredients to address various skin concerns such as acne, dryness, and aging.

  • Makeup: Our makeup range features foundation, lipsticks, eye shadows, and more, all designed to complement different skin tones and enhance your natural features.

  • Haircare: We offer shampoos, conditioners, treatments, and styling products that cater to different hair types and textures, ensuring your hair looks and feels its best.

At Dream Cosmetics, we prioritize sustainability and ethical practices. Our products are cruelty-free, and we offer a selection of vegan options. We are committed to using eco-friendly packaging and supporting initiatives that promote environmental conservation.

Our mission is to empower individuals to feel confident and beautiful in their own skin. With a focus on quality, safety, and customer satisfaction, Dream Cosmetics strives to be a trusted and beloved name in beauty.

Example: FAQ > Account and orders > How can I track my order?

How Can I Track My Order?

Tracking your order with Dream Cosmetics is easy and convenient. Follow the steps below to check the status of your order at any time:

Step-by-Step Guide to Track Your Order

  1. Visit Our Website:

  2. Log In to Your Account:

    • Click on the "Log In" button at the top right corner of the homepage.

    • Enter your email address and password to access your account. If you don't have an account, you can create one using the same email address you used to place your order.

  3. Navigate to 'My Orders':

    • Once logged in, click on your profile icon or name at the top right corner.

    • Select "My Orders" from the dropdown menu.

  4. Find Your Order:

    • In the "My Orders" section, you will see a list of all your recent orders.

    • Locate the order you want to track and click on the "Track Order" button next to it.

  5. View Tracking Information:

    • You will be redirected to a page with detailed tracking information for your order.

    • This page will display the current status of your order, estimated delivery date, and a tracking number.

    • If your order has been shipped, you can click on the tracking number to view more detailed updates from the shipping carrier.

Alternative Methods to Track Your Order

  • Order Confirmation Email:

    • After placing an order, you will receive a confirmation email containing your order details and a tracking link.

    • Click on the tracking link in the email to view the status of your order.

  • Contact Customer Support:

    • If you are unable to track your order using the methods above, our customer support team is here to help.

    • Contact us via email at or call our support hotline at 1-800-123-4567.

    • Provide your order number and our support agents will assist you in tracking your order.

Frequently Asked Questions

  • When will my order be shipped?

    • Orders are typically processed and shipped within 1-2 business days. You will receive a shipping confirmation email with a tracking number once your order has been shipped.

  • What if my tracking information is not updating?

    • Sometimes tracking information may take 24-48 hours to update after your order has been shipped. If there is no update after this period, please contact our customer support for assistance.

  • Can I change the delivery address after my order has been shipped?

    • Once an order has been shipped, we are unable to change the delivery address. Please ensure your delivery details are correct at the time of placing the order. If you need help, contact customer support as soon as possible.

By following these steps and tips, you can easily track the status of your Dream Cosmetics order and stay updated on its delivery progress. Thank you for shopping with Dream Cosmetics!

Example: Tips and advice > Skincare tips > Winter skincare

Prevent and Treat Dry Skin

  • Use a Rich Moisturizer: Opt for a thicker, richer moisturizer to combat dryness and provide deep hydration.

  • Moisturize Frequently: Apply moisturizer multiple times a day, especially after washing your hands or face.

  • Use a Humidifier: Add moisture to the air in your home with a humidifier to help keep your skin hydrated.

Protect Your Skin from the Cold

  • Wear Protective Clothing: Cover your skin with scarves, gloves, and hats to protect it from cold winds and harsh temperatures.

  • Use Gentle Cleansers: Switch to a gentle, hydrating cleanser to avoid stripping your skin of its natural oils.

Hydrate from Within

  • Drink Water: Even though you might not feel as thirsty in winter, it’s important to drink plenty of water to keep your skin hydrated.

  • Eat Hydrating Foods: Include foods with high water content in your diet, such as cucumbers, oranges, and watermelons.

Avoid Hot Showers

  • Use Lukewarm Water: Hot showers can strip your skin of essential oils, leading to dryness. Opt for lukewarm water instead.

  • Limit Shower Time: Keep your showers short to prevent your skin from becoming too dry.

Soothe Chapped Lips

  • Use Lip Balm: Apply a hydrating lip balm to prevent and treat chapped lips.

  • Avoid Licking Your Lips: This can worsen chapping. Instead, reapply lip balm as needed.

Care for Your Hands and Feet

  • Moisturize Hands: Use a thick hand cream after washing your hands to prevent dryness and cracking.

  • Treat Your Feet: Apply a rich foot cream before bed and wear socks to lock in moisture.

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