AI knowledge base: catalog, URLs, Q&A, documents

AI → Knowledge is what the agent knows about your business. Its answer quality is exactly as good as this section.

Shopify catalog

With a Shopify channel connected, TicketON indexes the store: products, variants, stock, prices, metafields, plus pages and policies (shipping, returns, FAQ, contacts). Counters show how many products, collections and pages are in the index; the Sync button refreshes everything after store changes.

During the first indexing the section shows a “warming up” status — it's minutes. Pages and policies need content access — if the pages counter stays empty, reinstall the app with the updated permissions.

Knowledge sources

The Sources block is independent from catalog sync: add one and it works immediately; any source can be switched off without deleting.

• External page (URL) — links to your FAQ, shipping, policy pages, one per line. We fetch and index the text.
• Q&A — question → answer pairs for frequent and tricky questions. The most reliable source: the bot answers such questions with your exact wording. There's Q&A generation from a page: the AI drafts pairs from a URL's text, you pick which to keep and edit them.
• Document — CSV, PDF or DOCX up to 10 MB (price lists, policies, manuals). Text is extracted automatically.

Verifying what the AI learned

Open AI → Playground and ask as a customer would: “how long is shipping to Los Angeles?”, “is size M in stock?”. Each answer shows a trace — which sources the bot used. Fix sources and ask again — light sources index instantly.

Where the material comes from

• Knowledge gaps (AI → Gaps) — customer questions the bot had no answer for: every row is a Q&A candidate.
• Dislikes review — dialogs with a 👎: the answer existed but was wrong.