Knowledge sources

Your AI agent automatically searches these sources when responding to customers. Knowledge is provided dynamically based on how well information matches the customer's request.

Help articles#

Articles from your help center. Every article is part of AI knowledge from the moment you create it, published or draft. Archived articles are not used. To keep one article away from the AI agent, go to AI agent → Knowledge → Help articles and switch off Active on its row.

Including articles in the AI agent's knowledge base →

Tip: Write articles that answer common customer questions. The more comprehensive your help center, the better your AI agent can self-serve.

Text snippets#

Short pieces of knowledge your AI agent references when responding to customers. Use them to document policies, FAQs, product details, or anything your AI should know.

To create a text snippet:

1. Go to AI agent → Knowledge and open the Text tab

2. Click Add text

3. Enter a Title (e.g., "What's your warranty period?") and the Content the AI should know about this topic

Title and content can each be up to 20,000 characters. Keep one topic per snippet and put the key facts first. When a snippet is long, the AI agent reads the beginning of it.

You can also save a reply as a snippet: hover over a reply your team sent in a conversation and click Save to AI knowledge.

To keep a snippet without the AI agent using it, switch off Active on its row.

Files#

Upload documents the AI agent can search, such as manuals, size charts or policy documents.

1. Go to AI agent → Knowledge and open the Files tab.
2. Click Upload a file or drag files onto the page.

• Formats: PDF, DOCX, CSV and TXT. Other formats, such as Excel files and images, are not accepted. Save them in one of the four formats, or paste the text into a text snippet.
• Size: up to 10 MB per file.
• Status: a file shows Processing first. The AI agent uses it once the status is Ready. If it shows Failed, hover over the status to see the reason.
• Text only: the AI agent reads the text in a file. A scanned PDF without selectable text, images inside a document and tables inside a DOCX file are not read.
• Removing: a file can't be switched off. Delete it to stop the AI agent from using it.

Canned responses#

Pre-written message templates. Create these for frequently used responses like return instructions or shipping policies.

To create a canned response:

1. Go to Settings → Canned responses

2. Click Add canned response

3. Enter a short code (e.g., "feature-request") and the response content

Every canned response is included in AI knowledge by default. To stop the AI agent from using one, go to AI agent → Knowledge → Canned responses and switch off Active on that row. To change the wording of a response, edit it in Settings → Canned responses.

Canned responses →

Shopify products#

Products from your connected Shopify store are listed in AI agent → Knowledge → Products. The AI agent can look up titles, descriptions, prices, variants and availability.

• Syncing: products sync when you connect the store and then at least once a day. There is no button to start a sync. While a sync runs, the tab shows "Syncing in the background. You will see everything here once it's ready." A large catalog takes longer, and a product can be listed a little before the AI agent finds it.
• Which products: only products with the status Active in Shopify.
• Hiding a product: switch off Active on its row, or add the tag commslayer-exclude in Shopify.

If the Products tab still shows nothing a day after you connected the store, contact support from the chat inside the app.

Exclude products from AI recommendations →

Shopify orders#

Your AI agent can retrieve order information including status, tracking numbers, and order history for identified customers.

Knowledge suggestions#

Commslayer automatically suggests saving knowledge when your team fills in where the AI left off.

Suggestions are triggered in two cases:

• Human responds after AI handover. The AI didn't have the answer, so a human stepped in. That response is a good candidate for saving.

  

• Human edits an AI draft before sending. The edit signals the AI's answer wasn't quite right. The corrected version gets suggested as a text snippet.

  

How it appears: A card shows up in the conversation below the human's message. It contains a generated title and the option to save or dismiss.

Saving a suggestion: Click Save to open a modal where you can review and edit the content before saving it to AI knowledge.

Dismissing: Click Dismiss to hide the suggestion if it's not useful.

Bulk management: Suggestions also appear in AI agent → Knowledge gaps → Suggestions, where you can review, save, or dismiss them in bulk.