Knowledge overview
Knowledge holds the documents Pip drafts replies from: your FAQ, policies, price lists and guides. The better your documents cover what customers ask, the more drafts Pip can write with high confidence.
How Pip uses documents
A customer asks: "Can I return an opened bag of coffee?"
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Pip finds the passages in your documents closest to the question
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Pip drafts a reply from those passages
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The draft lists the documents it used under Sources
Pip prefers your documents over general knowledge. When the documents don't answer a question, the draft usually has low confidence and waits for approval, and the question appears on Today as an unanswered question with an Add an answer button.
Documents
Knowledge has two tabs:
- Documents: files and web pages, each with a type.
- Products: a connected Shopify store or an uploaded product list. See Product list and Shopify.
Under Add a document, add a web page, upload a file, or type an answer on the Write tab. Recommended documents shows the four types customers ask about most and whether a document of each type is Added or Missing:
| Type | Use it for |
|---|---|
| FAQ | Answers to the questions customers ask most often |
| Returns policy | Refunds, exchanges and return deadlines |
| Terms and conditions | Delivery, payment and other terms of sale |
| Privacy policy | How customer data is collected and used |
| Other | Price lists, guides and anything else |
Anyone on the team can add and delete documents.
Writing documents Pip can use
Be specific
✗ "We have a flexible return policy."
✓ "Returns are accepted within 30 days of delivery, unused and in the original packaging."
Use headings and lists
## Returns
### Deadline
Returns are accepted within 30 days of delivery.
### Condition
Items must be unused and in their original packaging.
One topic per document
Short documents about one topic are easier for Pip to find passages in than one long document about everything.
Limits
| Limit | Value |
|---|---|
| File size | 4 MB per file |
| PDF and Word length | The first 300 pages |
| Web page size | 5 MB |
| Pages added at once from one address | 50 |
Earlier versions
Each document keeps its last 10 versions under Earlier versions on its page. A version is kept when the web page changes, when the document is edited, or when an earlier version is restored. Restore version brings back an earlier text; the current text is kept as a version too.
Next steps
Writing an answer
For a question Knowledge doesn't cover yet, the Write tab is the quickest way in: a title and the answer, as you would tell a customer. It is added as an FAQ document, and Pip uses it from the next email on. On Today, each topic under Unanswered questions opens the Write tab with that topic as the title.