Knowledge base

The knowledge base is everything your AI can reference beyond your product catalog: shipping rules, returns, warranty, sizing advice, opening hours, the answer to that one question you get twenty times a week.

Find it under Knowledge Base in your dashboard.

Where the content comes from

Three sources feed it:

1. Your website, synced automatically. When you connect a store, Storebird reads your public pages and imports the useful ones. You can start a fresh sync from the Knowledge Base page whenever you have published or rewritten something important — you will see a confirmation once the sync finishes, and the page shows when it last ran.

2. Your product catalog, synced by the plugin. Products, variations, stock and prices come straight from WooCommerce and stay current. This is separate from the knowledge base — see Product sync and product notes.

3. Pages you add yourself. For everything that is true but written down nowhere.

Add a page yourself

On the Knowledge Base page, click Add Knowledge Base Page and fill in:

Title — what the page is about, in the words a customer would use
Content — the answer itself
Category (Optional) — for your own overview
Source URL (Optional) — link it back to the page on your site if it has one

New pages are Active by default, meaning the AI may use them. Toggle a page inactive to park it without deleting it.

Edit or remove

Every page in the Content Library can be opened and edited. The AI picks up the change on the next question — you do not need to re-sync anything.

Delete a page and it is gone from the AI's knowledge as well.

What makes a good knowledge base page

Short, factual, one topic per page. The AI retrieves the most relevant pages for each question, so five focused pages beat one long "everything" page every time.

Write the way your customers ask, not the way your policy document reads:

Weak	Strong
"Returns policy" with three paragraphs of legal text	"How long do I have to return something?" with the number of days, who pays return shipping, and the link to the form
"Shipping information"	"Delivery times to Belgium and Germany"
A page listing every material you use	One page per material with care instructions

Include the specifics — numbers, days, countries, prices, exceptions. Vague pages produce vague answers.

How many pages can I have?

Plan	Knowledge base pages
Free / test mode	100
Essential	100
Pro	Unlimited
Scale	Unlimited

See Plans, limits and stores.

Which links the AI shares

The AI only shares a link it actually has. It uses the Source URL of a knowledge base page, or the product link that came from your store — it never builds a web address out of a page title.

What that means for you:

Fill in the Source URL when you add a page yourself. Without one, the AI can still answer from

that page, but it will name the page in words instead of linking it.

If a page's address changes, update the Source URL (or let the next site sync pick it up). The AI

links what is in the knowledge base, so an old address there is an old address in the chat.

If a link ever does slip through that does not exist, the AI drops the link and keeps the text —

a dead end is worse than no link.

The AI also only points customers to a shop page it can verify. Stores whose shop page lives somewhere other than /shop are linked correctly; stores without a separate shop page simply do not get a shop link.

Keeping it honest

The AI answers from what it can find. If something is not in your catalog, your site or your knowledge base, the right behaviour is to say so and offer to pass the question to a human — not to invent an answer. If you see it guessing, that is a signal the knowledge is missing, and Train your AI is where you fix it.