> For the complete documentation index, see [llms.txt](https://docs.shopperos.stackline.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.shopperos.stackline.com/concierge/knowledge.md).

# Knowledge and guardrails

Knowledge and guardrails control what the concierge says and what it does not say. The concierge answers from your catalog and from the knowledge you give it. You add knowledge, set guardrails, and write marketing rules in the Concierge studio.

```mermaid
flowchart LR
  S[Your Shopify store] -->|Store knowledge| K[Concierge → Knowledge]
  Y[Your team] --> K
  Y --> M[Concierge → Marketing]
  Y --> P[Catalog → a product → Concierge]
  K --> C[Concierge answers shoppers]
  M --> C
  P --> C
```

Your store's policies load once at setup. Your team adds the rest, for the whole catalog or for one product.

## Three places hold what the concierge knows

Each place controls a different part of the answers.

<table data-view="cards"><thead><tr><th></th><th></th></tr></thead><tbody><tr><td><strong>Concierge → Knowledge</strong></td><td>Facts, policies, and guidelines. Responses to review themes. Guardrails and default rules.</td></tr><tr><td><strong>Concierge → Marketing</strong></td><td>How the concierge markets your products, and which marketing skills it uses.</td></tr><tr><td><strong>Catalog → a product → Concierge</strong></td><td>The knowledge and marketing rules for one product.</td></tr></tbody></table>

## Store knowledge loads your Shopify policies

During project setup, the **Store knowledge** step loads your Shopify store's policies and content pages into the concierge. The concierge then answers return, shipping, and contact questions in your own words.

* The step runs after **Concierge** setup.
* It shows **Not needed** when your project has no Shopify store, or the store has no policies or pages.
* To load changes from your store, open **Settings → Overview → Onboarding**, and click **Run again** on **Store knowledge**.

**Run again** updates the same knowledge items. It removes only the items whose policy or page is gone from your store. It keeps any item you changed in the studio as it is. See [Onboarding checklist](/getting-started/onboarding-checklist.md).

## The Knowledge section has four tabs

The Knowledge section holds what the concierge knows and what it must not say. Open **Concierge → Knowledge**. The tabs are **Summary**, **Feedback**, **Guardrails**, and **Default Rules**.

### Add knowledge

**Summary** lists every knowledge item the concierge uses to answer shopper questions. Search the list, or filter it by **All**, **Compliance**, **Support**, **Brand**, or **Product**.

**Add Knowledge** has four types:

| Menu item                    | Use it for                                                                                                               |
| ---------------------------- | ------------------------------------------------------------------------------------------------------------------------ |
| **Add Compliance Knowledge** | Compliance knowledge.                                                                                                    |
| **Add Support Policy**       | Policies for **Order cancellation**, **Returns**, **Refunds**, **Rewards**, or **Shipping**. Choose the **Policy Type**. |
| **Add Brand Guidelines**     | How your brand talks about itself.                                                                                       |
| **Add Product Knowledge**    | Facts about your products.                                                                                               |

{% stepper %}
{% step %}

### Choose a type

On **Summary**, click **Add Knowledge**, and choose a type from the table above.
{% endstep %}

{% step %}

### Enter a title

Enter a **Title**.
{% endstep %}

{% step %}

### Choose the content source

Under **Content Source**, choose one:

* **Inline Text**: type or paste the full text.
* **Web URL**: enter a web page address.
* **File Upload**: upload a CSV, TXT, PDF, or DOCX file of up to 10 MB.
  {% endstep %}

{% step %}

### Choose where it applies

Under **Applies To**, choose **Concierge**, **Pages**, or **All**.
{% endstep %}

{% step %}

### Choose the catalog scope

Under **Catalog Scope**, choose which products the item applies to:

* **All products (entire catalog)**
* **Select a category**
* **Select a subcategory**
* **Select products**
  {% endstep %}

{% step %}

### Save

Click **Save**. If you chose a category, subcategory, or products, click **Next** instead, pick them, and then click **Save**.
{% endstep %}
{% endstepper %}

Done. The item shows in the list. Check its [status](#status-shows-if-the-concierge-can-find-a-rule). Use the row menu to **Edit** or **Delete** an item.

### Status shows if the concierge can find a rule

The **Status** column is on the knowledge tables and the marketing rule tables. This includes the tables on a product's **Concierge** tab.

| Status                                             | Meaning                                                                                                                                                                                                                                    |
| -------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| <mark style="color:green;">**Up to date**</mark>   | The concierge can find the rule. Its search entry matches its text.                                                                                                                                                                        |
| <mark style="color:orange;">**Out of date**</mark> | The rule's search entry does not match its text, or the rule has no search entry. To update it, click **Update search index** in **Settings → Concierge**. See [More concierge settings](/concierge/concierge.md#more-concierge-settings). |
| **Inactive**                                       | The concierge does not use the rule.                                                                                                                                                                                                       |
| **—**                                              | The rule is still processing, or it was rejected.                                                                                                                                                                                          |

An item from a file or a web page can show **Processing documents…** under its title while ShopperOS reads it. If ShopperOS cannot use the content, it shows **Content rejected** and the reason.

### Respond to review themes

**Feedback** lists the themes in your customer reviews, for example a common complaint or a common compliment. Add a response to a theme so the concierge can give context when a shopper asks about reviews.

The table shows each theme's **Sentiment**, **Products**, **Responses**, and whether it is **Enabled**. Search the list, or filter it by **Sentiment**, **Categories**, **Subcategories**, or **Retailer SKU**.

Themes come from your product reviews. The **Review Feedback** marketing skill lets the concierge answer with these responses. See [Turn on marketing skills](#turn-on-marketing-skills).

{% stepper %}
{% step %}

### Open the theme

On **Feedback**, click a theme, or click **View** in its row menu. The **Sentiment Details** dialog opens. Its tabs are **Details**, **Reviews**, and **Products**.
{% endstep %}

{% step %}

### Add a response

Click **+Add Response**.
{% endstep %}

{% step %}

### Write or generate it

Under **Response Type**, choose **Custom Response** and write the response, or choose **Generate with AI** and edit the draft. Click **Next**.
{% endstep %}

{% step %}

### Choose the products

Under **Products Covered in This Response**, tick the products, or tick **Select all products**.
{% endstep %}

{% step %}

### Save

Click **Save**.
{% endstep %}
{% endstepper %}

Done. The concierge can use the response when a shopper asks about reviews. To stop the concierge using a theme, click **Disable** in its row menu, or turn off **Enabled** in the dialog.

### Add a guardrail

A guardrail stops the concierge from answering a kind of question. It gives your response instead.

<figure><img src="https://489913050-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FblcXcPwOUg5osGsERflQ%2Fuploads%2Fgit-blob-9d94840eae3a561d84f9f67b2ed577e350dd83b6%2Fconcierge-guardrails.jpg?alt=media" alt="Concierge → Knowledge → Guardrails"><figcaption><p>The Guardrails tab. Each row pairs a blocked input with the response the concierge gives instead.</p></figcaption></figure>

{% stepper %}
{% step %}

### Open Guardrails

Open **Concierge → Knowledge → Guardrails**, and click **Add Guardrail**.
{% endstep %}

{% step %}

### Enter a title

Enter a **Title**. If you leave it empty, the concierge uses the start of the blocked input.
{% endstep %}

{% step %}

### Describe the question

Under **Customer input that should be blocked**, describe what the shopper asks.
{% endstep %}

{% step %}

### Write the response

Under **What Concierge should say instead**, write the response.
{% endstep %}

{% step %}

### Save

Click **Save**.
{% endstep %}
{% endstepper %}

Done. The table shows each guardrail's **Title**, **Blocked Input**, and **Owner**. Use the row menu to **Edit** or **Delete** a guardrail.

{% hint style="warning" %}
Do not delete a guardrail you may need again. A deleted guardrail cannot be restored.
{% endhint %}

### Edit the default rules

**Default Rules** are baseline rules for every concierge conversation. They are always on, and you cannot delete them. You can change their wording.

The table shows each rule's **Title**, **Applies To** (**Text mode**, **Voice mode**, or **Text and Voice**), and **Last Edited** date.

1. On **Default Rules**, click **Edit** in the rule's row menu.
2. Under **Rule Content**, change the text.
3. Click **Save**.

## Marketing

The Marketing section sets how the concierge sells your products. Open **Concierge → Marketing**. The section has two tabs: **Rules** and **Skills**.

### Add a marketing rule

A marketing rule tells the concierge how to respond to a type of shopper request when it markets your products.

{% stepper %}
{% step %}

### Add a rule

Open **Concierge → Marketing → Rules**, and click **Add Rule**.
{% endstep %}

{% step %}

### Enter a title

Enter a **Title** of up to 50 characters.
{% endstep %}

{% step %}

### Describe the request

Under **Customer Input**, describe what the shopper says or asks.
{% endstep %}

{% step %}

### Describe the response

Under **Concierge Output**, describe how the concierge should respond.
{% endstep %}

{% step %}

### Choose the catalog scope

Under **Catalog Scope**, choose the products the rule applies to.
{% endstep %}

{% step %}

### Save

Click **Save**, or **Next** to pick categories or products first.
{% endstep %}
{% endstepper %}

Done. The table shows each rule's **Rule**, **Status**, **Catalog**, and **Owner**. See [Status shows if the concierge can find a rule](#status-shows-if-the-concierge-can-find-a-rule). Use the row menu to **Edit** or **Delete** a rule.

### Turn on marketing skills

Open **Concierge → Marketing → Skills**. Turn on the skills you want, then click **Save**.

| Group                 | Skill                | What the concierge does                                                                                  |
| --------------------- | -------------------- | -------------------------------------------------------------------------------------------------------- |
| **Comparisons**       | **Related Products** | Compares products within your catalog.                                                                   |
| **Store Locators**    | **Store Map**        | Finds your products in physical stores.                                                                  |
| **Ratings & Reviews** | **Review Feedback**  | Answers with your responses to review themes. See [Respond to review themes](#respond-to-review-themes). |

Skills marked **Coming soon** cannot be turned on yet.

## Each product has its own knowledge

Each product has its own Concierge tab, with the knowledge and rules for that product only.

1. Open **Catalog**, and click a product.
2. In the product menu, click **Concierge**.

| Tab                 | What it shows                                                                                                                                   |
| ------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------- |
| **Summary**         | The concierge's results for this product: **Key Metrics**, trend and type charts, and **Data Table by Conversation**.                           |
| **Knowledge**       | **Product Concierge Knowledge**: the knowledge items that affect how the concierge represents this product. Click **Add knowledge** to add one. |
| **Marketing Rules** | **Product Marketing Rules**: the marketing rules that affect this product. Click **Add rule** to add one.                                       |

Items you add here use the same forms as the studio. [Insights](/concierge/insights.md) describes the metrics on **Summary**.

## Troubleshooting

| Message                                  | What to do                                                                             |
| ---------------------------------------- | -------------------------------------------------------------------------------------- |
| **Enter a valid URL**                    | Enter a full web address, such as `https://yourbrand.com/returns`.                     |
| **Failed to save. Please try again.**    | Try again. If it continues, contact your Stackline team.                               |
| **Select at least one product.**         | Tick at least one product for the response.                                            |
| **Failed to generate a response.**       | Try **Generate with AI** again, or write a **Custom Response**.                        |
| **No knowledge found.**                  | You have no knowledge items yet, or your search matches none. Click **Add Knowledge**. |
| **Store knowledge** shows **Not needed** | Your project has no Shopify store, or the store has no policies or pages to load.      |

## What if…?

<details>

<summary>Two knowledge items or two marketing rules conflict?</summary>

The concierge follows the one set at the most specific catalog level. For example, an item for one product wins over an item for the whole catalog.

</details>

<details>

<summary>The Feedback tab shows "No feedback themes found."?</summary>

Your reviews have not been analyzed yet. Contact your Stackline team.

</details>

## Next step

See how shoppers use the concierge, and what it sells.

{% content-ref url="/pages/Hi6qixqJCOQVRf9ehxkq" %}
[Insights](/concierge/insights.md)
{% endcontent-ref %}