Knowledge explainedUpdated an hour ago

Knowledge is a centralized library to organize internal and external content about your brand. Use knowledge to manage and optimize the content that powers your AI Agent and self-serve support.

In this article:

Find your knowledge

From your helpdesk, knowledge lives under AI Agent > Knowledge. If you have multiple Shopify stores connected to Gorgias, each store with AI Agent enabled has its own knowledge library.

Create, sync, or import content to your knowledge

You add content to your knowledge in a few ways:

Create it in Gorgias — write guidance for AI Agent to draw on across conversations, and help center articles (your published policies, FAQs, and how-tos).
Sync it from where it already lives — pull in content from your store website, public URLs, and uploaded documents.
Import it — bring in help center articles from another platform.

For step-by-step instructions, see add your brand's content for AI Agent.

Your existing help center articles are automatically part of your knowledge. You don't need to re-add them.

AI Agent also draws on your product information — details from your Shopify catalog, like availability and variants. You manage this separately, under AI Agent > Products. See manage your product information for AI Agent.

How knowledge powers your AI Agent

AI Agent draws on your knowledge when a shopper asks something specific to your business. Straightforward responses, like a greeting, can be answered from the language model's general capabilities.

When AI Agent answers from your knowledge, it pulls the content most relevant to the shopper's question — the clearer and more organized your knowledge, the more reliably it finds the right answer. Among knowledge types, guidance carries the most weight.

For how AI Agent decides between a skill, your knowledge, and a handover, see skills explained.

Manage your knowledge

You manage all your content from one place in AI Agent under Knowledge. From there you can:

Search, filter, edit, and delete your content. See manage existing content for AI Agent.
Turn content on or off for AI Agent. See enable or disable content for AI Agent.
Draft and test changes to guidance and help center articles before they go live. See preview AI Agent responses with test conversations.
Restore a previous version of an article or guidance. See compare and restore previous versions.

Keep your knowledge healthy

Because AI Agent draws on your knowledge by relevance, content that contradicts itself can lead to inconsistent answers. For example, if a help center article says your return window is 30 days but a guidance says 14, AI Agent might not respond the same way every time.

To keep AI Agent's answers reliable:

Keep your policies consistent and current across guidance, help center articles, and synced content.
Cover your highest-volume conversations with skills, so AI Agent follows one clear set of instructions for them instead of leaving the answer to a relevance-based search of your knowledge. See skills explained.
Review the gaps and conflicts AI Agent finds for you. AI Agent can surface knowledge gaps and contradictory content from real conversations, so you know what to fix. See continuously improve AI Agent with Opportunities.

Next steps

AI Agent explained — what AI Agent is and what it includes
Skills explained — how skills direct AI Agent for specific conversations
Add your brand's content for AI Agent — how to add and connect knowledge
How AI Agent improves over time — the cycle of training, testing, deploying, and analyzing

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