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What goes in each data source

Pick the right types of data sources for your content

Q&A

Best for: Specific customer questions you get repeatedly

What to add here:

  • Policies: Return policy, shipping times, warranty info

  • Business info: Store hours, location, contact methods

  • Troubleshooting: "Product not working," "How to care for this item"

Don't add here:

  • Product information: Price, description, size, type, variant, etc. - That's automatic

  • Long documents - use Files instead

  • General behavior instructions - use Custom Instructions

For example

Q: What's your return policy?

A: Return items within 30 days, unworn with tags. Free return shipping for exchanges. Start returns through your order email.

Where should I add product advice for questions like "Which size for wide feet", "Best for sensitive skin"?

With product advice, you should add information to product description. If you don’t want to show it in public stores, add it to product metafield and sync to Chatty.

Adding product care instructions using metafields

Adding a pop-up size chart to your product pages

Coming soon: Add FAQs for specific products.

Custom instructions

Best for: How your AI should behave and respond in general

What to add here:

  • Brand voice & tone: "Be friendly but professional, use simple language"

  • Response style: "Always ask if they need anything else," "Keep answers under 3 sentences"

  • Industry instruction: “You are a professional skincare advisor, your goal is to help customers find the best choice for their skin.”

  • Decision support: "Present options with clear pros/cons," "Highlight best value options"

  • Sales approach: "Suggest complementary products," "Mention current promotions"

  • Boundaries: "Don't give medical advice," "Always verify large orders with humans"

  • Format preferences: "Use bullet points for multiple options"

Don't add here:

  • Specific information - use Q&A instead

  • Basic product info (price, description) - that's automatic

  • Long policy text - use Q&A for policies

  • Specific scenario: “When customer mention about table, suggest dinner table” - Use custom scenarios

  • Refer actions: “If the customer asks about 'size guide' send them 'size-fit.txt' file”. AI can't take action, but send messages.

For example:

Always be helpful and friendly. When customers ask about sizing, suggest they check our size guide and offer to help if they're between sizes. End responses with "What else can I help you find today?"

Custom scenarios

Best for: Specific situations or customer journeys

What to add here:

  • Customer types: "First-time buyer," "Returning customer," "Bulk buyer"

  • Shopping situations: "Gift shopping," "Last-minute order," "Special occasion"

  • Problem resolution: "Order arrived damaged," "Wrong size received"

  • Sales situations: "Cart abandonment," "Price comparison," "Bulk pricing inquiry"

  • Seasonal flows: "Holiday shipping deadlines," "Back-to-school shopping"

Don't add here:

  • Simple Q&A pairs - use Questions instead

  • General behavior rules - use Instructions

For example:

Scenario: Customer expressing strong dissatisfaction or review threats

Response:

1. Acknowledge their frustration immediately: "I understand how disappointing this must be"

2. Apologize sincerely: "I'm truly sorry this didn't meet your expectations"

3. Take ownership: "Let me make this right for you"

4. Offer immediate solutions: "I can process a full refund, exchange, or store credit right now"

5. Escalate to human: "I'm connecting you with my manager who can resolve this personally"

6. Follow up promise: "We'll also follow up by email to ensure you're completely satisfied"

7. Never argue or defend - focus only on solutions

URLs

Best for: Linking to existing helpful resources

What to add here:

  • Size guides & fit charts

  • Care instruction pages

  • Video tutorials or demos (coming soon)

  • FAQ pages with comprehensive info

  • Policy pages (privacy, terms)

Don't add here:

  • URLs that might change frequently

  • Password-protected content

  • URLs with interactive content, embedded content - iframe, API, external resources

Files

Best for: Bulk information and detailed documents

What to add here:

  • Detailed care/maintenance guides

  • Detailed product manuals

  • Technical specification sheets

  • Compatibility charts

  • Training manuals for complex products

  • FAQ compilations from other sources

Don't add here:

  • Single Q&A pairs - use Questions instead

  • Simple policies - use Q&A instead

  • Files over 2MB or with complex formatting

  • Images and tables are supported yet

⚠️ Notes

Most common mistake: Put everything in Q&A (or a specific type) instead of using the right content type for each situation.

  • Avoid duplication: Don't put the same info in multiple content types

  • Test everything: Ask AI your questions after adding content

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