Our Knowledge Base (KB) is designed from our extensive experience in e‑commerce support, focusing on the most common questions customers ask. It allows you to quickly configure FAQs that the AI Bot can use to provide fast and accurate answers.
How the Knowledge Base Works
FAQ‑Driven Design:
The KB comes pre‑structured with categories like:
Shipping
Ordering & Discounts
Order Tracking
Order Return and Cancel
Order Refund
Order Editing and Exchange
Stores and Working Hours
These categories are based on thousands of real support conversations to cover the entire buyer journey—from browsing to post‑purchase.
Arabic‑First, Multilingual Response:
Currently, the KB supports Arabic content only. However, if a customer asks a question in English (or another language), the AI Bot will respond in that language automatically.
Quick Updates:
When you update or add a question in your KB, the bot will start using the new answer in about 5 minutes, ensuring your customers always get the latest information.
Preview & Test:
Use the Preview box to test your updates and confirm that the KB is responding correctly before your customers see it live.
How to Configure Your KB
Fill in Each Question and Answer
Go to a KB category like “Shipping” and fill in the recommended FAQs with your answers.
These fields are pre‑populated with the most common customer questions.
Add Custom Questions and Answers
If your store has unique policies or scenarios, you can add your own Q&A entries.
This helps the bot respond accurately to store‑specific inquiries.
Save and Test
Once you’ve added or updated your FAQs, click Save.
Wait a few minutes and use the Preview box to test that the bot responds with the updated answers.
Tips for Success
Keep answers short, clear, and helpful.
Update FAQs whenever your shipping, discounts, or store policies change.
Use the Preview feature regularly to verify the KB is performing as expected.