Create a custom knowledge base

Knowledge is the foundation of how the AI Agent responds to customer questions. Just like training a new employee, you can provide product details, brand information, processes, and store policies to help the AI better assist your customers.

You can manage your AI Agent’s knowledge base by either adding text snippets or uploading PDF files. These serve as supplemental data sources for AI replies.

Add text snippets

If you want to share operational insights, FAQs, or store-specific processes, you can create individual snippets directly in the admin.

Steps:

1. In the Genstore Admin, go to Sales channels -> Inbox
2. In the AI Agent settings section, click Knowledge base
3. Click Create custom knowledge in the top-right corner, select Add snippet, and confirm
4. Enter your content in the editor window

TIP

Each snippet should focus on a single topic. The clearer the content, the more accurately the AI can interpret it.

Formatting guidelines

• Supports Markdown syntax. Use headers, lists, and tables for better structure
• A visual editor is available for those unfamiliar with Markdown
• Do not insert images — the AI currently cannot read image content

Edit or delete snippets

You can update snippet content at any time:

• In the snippet list, click a title to view its details
  • Click Edit (bottom-right) to update the content
  • Click Delete to remove the snippet

Upload files

If you already have store documents such as brand guidelines or how-to PDFs, you can upload them directly to enrich the AI’s knowledge.

• Supported file type: PDF only
• Limits: Max 10MB per file, up to 5 files per upload
• Note: AI can only read text content in PDFs — images will be ignored

Upload steps

1. In the Genstore Admin, go to Sales channels → Inbox
2. In the AI Agent section, click Knowledge base
3. Click Custom create in the top-right corner, then select Upload file and confirm
4. Upload your PDF files and click Confirm to finish

Manage uploaded PDFs

Uploaded files cannot be edited, but you can preview, download, or delete them:

1. In the Genstore Admin, go to Sales channels -> Inbox
2. In the AI Agent section, click Knowledge base
3. Click the file name in the list to open a preview window
4. Use the viewer to preview or download the PDF
5. To delete, scroll to the bottom of the page and click Delete