Knowledge is the one dashboard section that shapes how your assistant sounds and what it is willing to say. It only answers from what you put here, and it never guesses beyond it.
Why this matters
A generic chatbot that improvises answers is a liability when real money and real customers are involved: a confident wrong answer about a return policy or an allergy question can cost you more than a slow one. Lameda’s assistant is built the other way: it answers routine questions from the FAQs you have written in Knowledge, and if something falls outside what you have covered, it hands the conversation to you through a Handoff rather than making something up.
What belongs in Knowledge
- Questions customers ask repeatedly that are not covered by a product description, such as sizing charts, ingredient lists, care instructions.
- Policy details: returns, exchanges, warranty, order changes or cancellations.
- Anything specific to your business that a generic answer would get wrong, such as a particular delivery partner, a minimum order size, a custom-order process.
How to write a good FAQ entry
Write it the way you would actually answer a customer in chat: direct, in plain language, and specific. Vague entries produce vague answers. “We accept returns” is weaker than “We accept returns within 3 days of delivery if the item is unworn and the tag is attached.” The more precise the entry, the more precise your assistant’s answer.
What Knowledge is not
It is not a place to paste your entire business plan or an unstructured wall of text. Short, specific entries work far better than long ones, because the assistant is matching a customer’s question to the closest relevant entry, and clarity beats volume.
Treat Knowledge as a living document. A store that updates its FAQs whenever a new kind of question comes up ends up with an assistant that feels, to customers, like it genuinely knows the business, because in a very real sense, it does, entirely from what you wrote.