How to add and manage content

You will learn

What content is in Customer Agent, how to review the content indexed from your storefront, how to add more, and how to write content Customer Agent can use to answer shopper questions.

Before you begin

You’ll need:

• An Owner, Admin, or Manager role

A paid Customer Agent subscription is required for automatic website syncing. You can still add content and request a manual refresh during a trial.

You already have content

Customer Agent uses the KlaviyoAIBot crawler to index your connected storefront during setup. This can include product pages, help articles, policy pages, and FAQs.

Before you start adding more, review what’s already there. Open Customer Agent > Knowledge and browse what Customer Agent has indexed. If you see gaps, add the missing sources. If you see outdated content, refresh or remove it.

For ongoing automatic indexing of your site, see How to automatically sync website content for Customer Agent.

Content vs. skills

It’s easy to confuse these two when you’re setting up Customer Agent:

• Content is what Customer Agent knows — facts, policies, product details. Static information you can write down.
• Skills are what Customer Agent does — handling specific types of requests, often involving tools or multi-step workflows.

A good test: if the answer is the same for every customer and you can write it as a fact, it belongs in content. If Customer Agent needs to do something — look up data, take an action, run a multi-step process — that’s a skill.

For example, your return policy is content. Actually starting a return for a shopper is the Returns & exchanges skill.

Adding more content

3 ways to add to Customer Agent’s knowledge base:

Upload a document

Use this for policies, FAQs, training materials — anything you have as a file but don’t have on your website.

1. Navigate to Customer Agent > Knowledge.
2. Click Add file.
3. Select a PDF, DOC, DOCX, or TXT file up to 50 MB.
4. Click Add files.

Add a webpage

Use this for URLs you want Customer Agent to index — a specific landing page, a help article, your help center, or your full storefront.

1. Navigate to Customer Agent > Knowledge.
2. Click Add website.
3. Paste the URL.
4. Choose the settings for this source:
   • Set as my storefront URL — Connect this URL as your storefront. Customer Agent uses the storefront connection to pull richer ecommerce data alongside the page content. Selecting this option also selects all pages and turns on auto syncing. If a storefront is already connected, this replaces its storefront URL.
   • Turn on auto syncing — Periodically check for new or updated website content. Automatic syncing requires a paid Customer Agent subscription. Leave off if you want a one-time import.
   • Which pages should the AI agent import?
     • Import all pages from this URL — Imports this page and public pages beneath its URL path that are listed in your sitemap and allowed by your site’s crawler rules. Use this for help centers, blogs, or section roots.
     • Import only this page — Just this one page. Use this for one-off URLs.
5. Click Add webpage.

Add a snippet

Use this for short pieces of information that don’t justify a full document — a single FAQ answer, a quick policy clarification, a product spec.

1. Navigate to Customer Agent > Knowledge.
2. Click Create snippet.
3. Enter a descriptive title and the information you want Customer Agent to use. For an FAQ, use the question as the title and write a clear answer in the body. Your changes save automatically.

For automatic, ongoing scraping of your full website, set up auto-sync — see How to automatically sync website content for Customer Agent.

Set regions for content

If a policy or page differs by country, you can limit it to the regions where it applies. Open the website, folder, file, snippet, or Q&A. In the Regions card, click Edit, select the regions, and click Save. Pages in a website or folder inherit its regions unless you set different regions on the page. Content that has neither its own nor inherited regions applies to every shopper.

If Customer Agent can’t determine a shopper’s country, it can use all of your content, including content limited to regions.

For setup steps and examples, see How to set up Customer Agent for multiple countries and regions.

Writing content Customer Agent can use well

Not every well-written page is good for Customer Agent. A few principles:

• Use clear, plain language. Avoid jargon and marketing copy. Customer Agent uses your wording, so anything you wouldn’t want a shopper to read shouldn’t be in your content.
• Use H1/H2/H3 structure. Headings help Customer Agent find the right passage to answer a specific question.
• Be factual, not promotional. Tone goes in Guidance, not in content. Content should answer questions, not sell.
• Restate the question in the answer. “Our return window is 30 days from delivery” beats “30 days.” The full sentence is easier to retrieve and read.
• Use numbered lists for processes. Step-by-step instructions are easier for Customer Agent to format into a clear response.
• Don’t bury the answer in walls of text. Lead with the answer; add detail after.
• Remove conflicts. Conflicting policies can lead to inaccurate answers. Audit and consolidate pages that disagree.
• Keep documents focused. A single, focused page on one topic beats a 20-page mega-doc covering everything.
• Image and video content needs text. Put information from images and videos into text in your knowledge sources so Customer Agent can use it to answer questions.

Examples

Good — shipping policy:

Shipping eligibility

We ship to all 50 US states. We do not ship to PO Boxes, APO/FPO addresses, or international destinations.

Shipping costs

Standard shipping is free on orders over $50. Orders of $50 or less are charged $7 flat-rate shipping.

Good — return requirements:

What can be returned

Items can be returned within 30 days of delivery if they are unused, in original packaging, and accompanied by the original receipt.

What cannot be returned

Final-sale items, customized products, and gift cards are not eligible for return.

Both examples use clear headings, short factual sentences, and explicit positive and negative information.

Managing content

From the Knowledge tab you can:

• Edit snippets: open the snippet and update its title or text. Changes save automatically and are queued for indexing.
• Update uploaded files: edit the original file, remove its outdated copy from Knowledge, then upload the updated file. Resyncing an uploaded file reprocesses the existing upload; it does not fetch changes from your computer.
• Delete: open a source’s three-dot menu and select Delete to remove content that’s outdated or no longer relevant.
• Resync webpages: update the original webpage, then open the source in Knowledge and click Resync. This queues a refresh from the website.
• Inspect imported content: open a source to review the text Customer Agent imported. For a website with child pages, open the relevant page.

After adding or updating content, check that the relevant file, snippet, or page shows Live, then test a question in Playground. If it shows Error or No Content, open the source and check that it contains accessible text.

Troubleshooting

Symptom: Customer Agent isn’t using a document I added.
Check: Open the document and confirm that it shows Live and contains the expected text. If the text is present, check for unclear headings, unrelated topics, or conflicting sources.
Fix: Let pending content finish syncing, or correct a source that has no usable text. Break long documents into focused pages and add clear headings. Test in Playground with the question the document should answer.

Symptom: Auto-sync missed a page.
Possible causes: The page requires a login, is absent from your sitemap, or is blocked from crawling.
Fix: For an accessible public page missing from the sitemap, add its URL as a webpage source and select Import only this page. For login-protected content, upload a document or create a snippet containing the information. Check your site’s crawler rules if a public page is blocked.

Symptom: Customer Agent is using outdated website content.
Likely cause: The source hasn’t been synced since you updated it.
Fix: Publish the changes on your website, open the source in Knowledge, and click Resync. Wait for the relevant page to show Live, then confirm in Playground that the new content is being used.

Symptom: A shopper gets a policy meant for another country.
Possible causes: The policy applies to all regions, its regions are incorrect, or Customer Agent couldn’t determine the shopper’s country.
Fix: Check the page’s own and inherited regions in the Regions card. See How to set up Customer Agent for multiple countries and regions.

FAQ

What file types can I upload?
Use PDF, DOC, DOCX, or TXT files up to 50 MB in the Knowledge file picker. Customer Agent extracts the text, so include written descriptions of information shown only in images.

How often does auto-sync run?
Auto-sync checks website sources with auto syncing turned on weekly. To update content sooner, open the source and click Resync. See How to automatically sync website content for Customer Agent for details.

What about gated or login-protected pages?
Auto-sync can’t access pages behind a login. Add those manually as documents or snippets.

Next steps

• Set up auto-sync for ongoing site coverage
• Test in the playground to see how Customer Agent uses your content
• Configure Guidance to control how Customer Agent communicates this content

Additional resources