Published: 2026-05-24

The ChatWILL AI Knowledge Base is built on three core knowledge sources:

• Products - Automatically synced from your Shopify store
• Terms & Policies - Automatically synced from your Shopify policies
• Questions - Custom questions and answers defined by you

This structure allows the AI to combine store data with custom knowledge to deliver accurate and consistent responses to customers.

Below is a detailed introduction to each section.

Question

1. Add and preset frequently asked questions and answers

You can create questions that your customers are likely to ask and set corresponding answers, for example:

• Question: What is your warranty?
• Answer: You may return the item within 14 days of receiving it.

Make sure the question is enabled and click Save.

2. Edit and manage questions at any time

You can edit, update, or manage your questions and answers at any time from the dashboard.

3. Automatic matching and optimized replies by AI

When a customer asks a question, the AI will automatically match it with relevant content in the Question knowledge base and respond using an optimized version of your preset answer.