Knowledge

What the character answers from

Anything you turn off stays in the list, and the character stops answering from it until you turn it back on.

On Shopify

The Knowledge page has four tabs: Library, FAQs, Needs attention and Notes. Library opens first and lists everything the character can answer from.

Keep your store in sync

Choose Sync Shopify at the top of the page to read your products, collections, discounts, pages and policies. After the first sync, Saytu keeps them current by itself:

• Products, collections and discounts refresh after you change them in Shopify.
• Shopify doesn't report changes to pages and policies, so they refresh once they're 7 days old, or whenever you choose Sync Shopify.

Open a row in Library to see the full list for that kind of source, such as Products or Store content. Each list filters by All, Active and Inactive.

If Saytu loses access to your store, the sync shows an error with a Reconnect Shopify button. Choose it and approve access again.

Add pages from your storefront

In Store content, open Add pages:

• One page by URL reads a single page you name.
• Import whole site reads your storefront's pages, up to 200 at a time. Before it starts, Saytu shows how many pages your plan allows. New pages count toward your plan. Pages you already added refresh without counting again, and pages Shopify already syncs are skipped.

Adding pages this way needs Pro or Studio.

Approve pages from your storefront

Saytu can also pick up the text of pages as shoppers browse your store. A page picked up this way waits for you before the character uses it. Open it in Store content and choose Approve for AI. Any page you approved can be switched off later with Stop using in AI.

On any other website

Knowledge opens with a summary of your sources and what to do next. Below it are three tabs: Library, FAQs and Notes.

To add your site, go to Sites, open your site, then the Pages tab, and choose Sync from site. Saytu reads the address you set for that site and keeps up to 8,000 characters of its text. If no address is set yet, add it first.

On other websites the character answers from these pages, your FAQs and your notes. Live products, orders and carts need Shopify. See Install for the full difference.

FAQs

An FAQ is one question and the answer you want the character to give. It goes live the moment you save it, with no approval step.

1. Open the FAQs tab.
2. Choose Add FAQ.
3. Write the question and the answer, and save.

Each FAQ has buttons to edit it, turn it off, turn it back on with Use in AI, or delete it. Turning off keeps the FAQ so you can use it again. Deleting removes it for good. Filter the list by All, Active and Inactive, or search it.

An FAQ drafted from Needs attention stays hidden from the character until you choose Publish.

FAQ limits on Shopify

When you reach your limit, Add FAQ is greyed out. The FAQs tab shows how many you've used. See Plans and limits.

Notes

A note is guidance in your own words: rules, exceptions, anything the character should know that isn't on a page. Open the Notes tab and choose Add data, then Write and Note.

On Shopify, notes need Pro or Studio. On Free and Starter the Add data button is greyed out and the tab shows an upgrade link.

Add data

Add data is where you feed the character in bulk. It's on the Notes tab. On Shopify it needs Pro or Studio, like notes. Choose one of four:

When Saytu drafts Q&As, you tick the ones to keep and choose Add. The button counts them, for example Add 3 FAQs. From a store page, you can also tick Turn off the source page after adding, so the character answers from the new FAQs instead of the page.

Needs attention

Needs attention collects the questions your answers didn't cover well. A question shows up here when someone marks the character's answer wrong in the Inbox, or when a scan of chats finds it. The same question asked many times becomes one row, with how often it was asked.

• On Shopify, it has its own tab.
• On other websites, a strip at the top of FAQs shows how many questions are waiting. Choose Review to open them.

Needs attention isn't turned on for every store yet. If it's off for yours, the list stays empty.

To fix a question:

1. Choose Draft FAQ. Saytu proposes an answer when your notes or knowledge hold one. If they don't, the draft carries the question alone.
2. Choose Edit and publish in FAQs or Write the answer in FAQs. The draft waits on the FAQs tab, and shoppers see nothing until you choose Publish there.
3. If Saytu proposed an answer, you can choose Check this answer instead. Saytu asks the question again with and without your draft and shows what changed. Then choose Publish this fix. A failed check doesn't stop you.

After you publish, the question moves to Monitoring while Saytu watches whether shoppers ask it again. Choose Mark resolved when you're satisfied, or Ignore on any row you don't want to see again. Filter the list by All, New, Reviewing, Monitoring and Resolved.

Test what it answers

Choose Test AI at the top of Knowledge and ask a question the way a shopper would. You see the answer and which sources it came from, without anything reaching your storefront.