How does the AI know about my store?

Three sources: synced Shopify data, the content you write, and the tools you enable. The assistant knows nothing about your store beyond those three, and that's deliberate. Answers come from your actual data, not from generic internet knowledge about e-commerce.

What syncs from Shopify

Product titles, descriptions, prices, variants, availability, and product-page context, plus store policies, blog articles, FAQs, and selected custom data such as configured order metafields. Metafields matter when your team keeps operational notes in fields that never appear on a product page.

Sync follows your catalog as it changes, so answers can reflect current titles, variant options, and availability when your store has that information.

What you write on top

Merchant instructions and FAQs layer over the synced data. Use them for tone, edge cases, and the questions your team answers by hand even though no product page covers them. The page a customer is viewing feeds in as well: someone asking from a specific variant page gets answers about that variant.

What sync alone can't answer

"Where is my order?" is not a catalog question. Anything that depends on order records, fulfillment status, a staff decision, or an integration like ShipHero goes through the enabled tool or gets escalated. Order numbers, tracking status, and address changes come from real records and approved workflows, never from the model's imagination. Escalation here is a feature, not a failure: it keeps high-stakes calls with your team.

Making it more accurate over time

• Add FAQs for the questions your team keeps answering manually.
• Write clear merchant instructions for tone, refunds, and edge cases.
• Enable only the tools you're ready to support operationally.
• Review conversations and take over when the assistant shouldn't decide alone.

A workable mental model: sync is the foundation, instructions and FAQs are your voice and your exceptions, tools are the allowed actions on live customer records. Merchants who tune all three see the fewest "please contact support" loops.