A Knowledge entry is one question and the answer you want Bolt to use, for anything your store does not publish, such as a sizing rule.
Add an entry
Open GoBolt → Knowledge. The Entries tab lists your answers.
Select Add entry.
In Question, write it the way a shopper would ask it. It can be up to 255 characters.
In Answer, write the reply you want Bolt to give. Keep it short.
Leave Status switched on, which shows Enabled. A disabled entry stays saved, but Bolt does not use it.
Select Save.
Bolt uses your answer to reply and may word the reply a little differently, to fit your chat tone. It picks up a saved entry in the background, so give it a moment before you test it.
To change an entry, select Edit next to it. To remove one, open it, select Delete entry, then confirm. Bolt stops using it, and you can't undo it.
Add an answer from a real conversation
Open Chats and find a question Bolt could not answer. Bolt drafts an answer from your store content when it can, so read the draft before you save.
Shopify: select + Knowledge next to the shopper's message, or Add answer to Knowledge on the conversation. A panel opens with the question filled in. Applies to offers Similar questions, Exact question, Store policy and Product-specific. Pick Exact question to use the answer only when a shopper asks exactly that. Select Save answer.
Ecwid: select Add to knowledge next to the message or on the conversation. The same panel opens, with the same Applies to choice. Select Save.
WooCommerce: select Add to knowledge. The Knowledge form opens with the question and a draft answer. There is no Applies to choice. Select Save.
If you already have an enabled answer to the same question, saving from a conversation replaces it instead of adding a second one.
If two answers clash
When two enabled entries ask the same question but give different answers, both show Same question as another answer. Capitals, extra spaces and a final question mark, period or exclamation mark do not make questions different. Shoppers who ask it are asked which answer they mean. Merge the answers into one, or switch one off.
Tips
Keep one question per entry, in the words shoppers use. Fill gaps instead of retyping your catalog. Check each entry with Test your assistant safely.
Related
Still stuck? Open Get help in GoBolt, or email [email protected].