Knowledge Base
Teach your AI about your products, policies, and FAQs so it gives accurate, store-specific answers.
Why this matters
Without a knowledge base, your AI can only give general answers. With one, it can answer questions like "How long does shipping take to Norway?" or "What material is the Oslo jacket made of?" — using your actual store information.
Where to find this
In the Supportify app, go to Chatbot Setup → Knowledge Base in the sidebar.
Shopify Policies (Automatic)
Your Shopify store policies are synced automatically — you don't need to upload them manually. Supportify pulls these directly from your Shopify settings:
- Refund Policy
- Privacy Policy
- Terms of Service
- Shipping Policy
- Subscription Policy (if you have one)
- Contact Information
Each policy has a toggle so you can enable or disable it. If you don't want the AI to reference your privacy policy, for example, just turn it off.
Tip
Policies are re-synced automatically. If you update your refund policy in Shopify, it will be reflected in Supportify too. You can also hit the Sync button to force an immediate update.
Upload Documents
To upload your own files, go to the Knowledge Base section and look for the upload area. You can drag and drop files or click to browse.
Supported file types: PDF, TXT, DOC, and DOCX.
After uploading, each document goes through a processing pipeline:
- Uploading — The file is being uploaded to our servers.
- Processing — The document is being split into chunks and the AI is reading it. This can take a minute for large files.
- Ready — The document is fully processed and the AI can use it to answer questions.
You'll see a status badge next to each document (green for Ready, yellow for Processing, red for Error).
What to upload
Great documents to upload include:
- Product guides or catalogs
- FAQ sheets
- Size charts
- Detailed shipping information
- Care instructions
- Any internal document that answers common customer questions
Connect Your Shopify Blog
If your store has a blog, you can connect it so the AI reads all your blog posts. This is especially useful if you write posts about product tips, style guides, or how-to content.
To connect a blog:
- Click the Blog dropdown to see your available Shopify blogs.
- Select the blog you want to connect.
- Click "Connect Blog".
Once connected, you can set up auto-sync so new blog posts are automatically picked up:
- Daily — Checks for new posts every day.
- Weekly — Checks once a week.
- Monthly — Checks once a month.
You can also click "Sync Now" anytime to manually pull the latest posts.
Add Custom URLs
If you have helpful content on external websites (maybe a help center hosted elsewhere, or a size guide on another platform), you can add those URLs and the AI will read the content.
- Paste the full URL into the input field.
- Click "Add URL".
- Supportify will fetch and process the page content.
Tip
Make sure the URL is publicly accessible (not behind a login). The AI can only read pages that are available to anyone on the internet.
Monitor Your Knowledge Base
The Knowledge Base page shows useful stats about your documents:
- Total documents — How many documents are in your knowledge base.
- Ready / Processing — How many are ready to use vs. still being processed.
- Chunks — Documents are split into smaller pieces (chunks) for the AI to search. More chunks means more detailed coverage.
- Storage used — How much space your documents take up.
You can view the content of any document by clicking the View button, or delete documents you no longer need.
How the AI uses your knowledge base
When a customer asks a question, the AI searches your knowledge base for relevant information. It finds the most relevant chunks from your documents and uses them to craft an accurate answer. The more relevant content you provide, the better the answers will be.