Set Up Website Knowledge and FAQs in Appifire

You will set up Knowledge Hub in Appifire so storefront chat can answer from your website knowledge and FAQ-style Q&A. You will fetch or paste content, edit it, save it into RAG, and test. Product titles, prices, and variants still come from product sync, not from this screen.

When you finish, Knowledge Hub holds clean store facts, and chat can use them after you save.

For policy-specific wording (shipping/returns vs refund approval), see How to Teach Appifire About Shipping, Returns, and Store Policies.

Direct answer

Open Appifire → Knowledge Hub. Enter your storefront URL → Get content from website (or paste your own copy). Edit the knowledge base, including an FAQ and Common Questions section using Q: ... A: ... lines. Click Save content. Test three questions on the storefront.

Prerequisites

• Appifire AI Chat installed (Getting Started)
• Store domain available in the shop (setup complete)
• Access to Appifire admin → Knowledge Hub
• Live policy / about / contact pages you trust (or paste-ready copy)
• Widget visible enough to test (widget not showing)
• Optional: Billing access if you use paid AI credits for website fetch

First install: Appifire may auto-bootstrap website knowledge in the background. Always review and edit before you rely on it.

What Knowledge Hub is for

Include here	Keep elsewhere
Shipping, returns, refund rules	Product specs, prices, variants → Data Sync / products
Support hours, contact paths	Live order status → order lookup in chat
Brand / about / how ordering works	Judgment calls → Talk-to-human
FAQ Q&A shoppers actually ask	Secrets you do not want public

Tooltip guidance in admin: product, category, and pricing facts come from synced product RAG, not this editor.

Step 1: Open Knowledge Hub

1. In Shopify admin, open Appifire AI Chat.
2. Open Knowledge Hub.
3. Confirm you see Sync Website Knowledge, the editor (Review and edit your knowledge base), and Save content.

If you see “Store domain is not set,” finish store setup first.

Expected result: The Knowledge Hub page loads with an editor.

Step 2: Set the Website URL

1. In Sync Website Knowledge, find Website URL.
2. Enter your storefront domain or full URL (examples: mystore.myshopify.com or https://mystore.com).
3. Prefer the domain customers actually use.

Expected result: URL field is filled and Get content from website is enabled.

Step 3: Get content from the website (optional but fast)

1. Click Get content from website.
2. If the editor already has text, confirm Replace existing knowledge? → Replace and fetch from website (this removes current editor text and replaces it).
3. Wait for the fetch to finish.
4. Read the banner if generation was truncated. You can add more manually, then save.

Cost note: Website fetch is an AI call. Usage is recorded and appears in billing like other AI calls (markup / credits depending on plan).

Expected result: The editor fills with sectioned store knowledge (identity, shipping, returns, support, FAQ lines, trust/legal, contacts, when the fetch finds them).

Step 4: Edit the knowledge base (required)

Do not leave raw fetch text unreviewed.

1. Delete wrong, outdated, or filler lines.
2. Keep full https:// URLs for policy and contact pages.
3. Add missing facts your shoppers ask every week.
4. Keep sections clear and non-duplicative.

Add FAQ Q&A in the same document

In an FAQ and Common Questions section (or similar heading), use lines like:

Q: How long does shipping take? A: Orders usually ship within 2 business days; see https://example.com/policies/shipping
Q: What is your return window? A: Unworn items within 30 days; start a return at https://example.com/policies/refund-policy

That format matches how Appifire’s website fetch structures FAQ lines. You can paste more pairs by hand anytime.

Sanitizer note: On fetch, save, and load, Appifire strips many useless placeholder lines (for example empty “not available” style filler). Still proofread. Automation is not a lawyer.

Expected result: Editor text is accurate, link-complete, and includes your top FAQs.

Step 5: Save content into chat knowledge

1. Click Save content.
2. Wait for Content saved successfully.
3. If you see a warning that embeddings could not update, wait a minute and Save content again.

Save stores the text and ingests it into website knowledge chunks for retrieval.

Expected result: Saved knowledge is available to chat.

Step 6: Test on the storefront

In a private window, ask:

1. One shipping or delivery policy question
2. One returns question
3. One FAQ you just added
4. One product price/spec question (should still come from catalog sync, not invented Hub text)
5. “Talk to a human” (handoff still required for exceptions)

Pass: Policy/FAQ answers match Knowledge Hub and live pages. Product facts match Shopify products.

Expected result: You trust Hub for storewide Q&A and catalog for SKUs.

Verification checklist

• Knowledge Hub opens and store domain is set
• Website URL is correct
• Fetched or pasted content reviewed
• FAQ lines use clear Q/A wording
• Policy links use full https:// URLs
• Save content succeeded (retry if embedding warning)
• Storefront tests match the editor
• Product questions still rely on synced catalog

Common failures and fixes

Symptom	Likely cause	Fix
Empty editor after install	Bootstrap failed or still running	Fetch from website or paste; save
Fetch overwrote good edits	Confirmed replace	Re-paste from backup; edit; save, fetch replaces all
Chat ignores new text	Not saved / ingest warning	Save again; retest
Wrong shipping window	Stale Hub copy	Edit Hub to match live policy; save
Chat invents products	Asking catalog questions against thin products	Fix Data Sync / PDP text, not Hub
Truncated fetch banner	AI output length limit	Add remaining sections manually; save

Limits and non-goals

• Knowledge Hub is not product catalog sync (use Data Sync / product webhooks for SKUs).
• Fetch excludes product/catalog/pricing/promotion details by design, those belong in product RAG.
• Fetch can miss pages or blur wording; you own the final text.
• Saving does not process refunds or create helpdesk tickets.
• Appifire does not claim zero wrong answers; thin or conflicting Hub text still risks weak replies.

Related Appifire guides

• How to Teach Appifire About Shipping, Returns, and Store Policies
• How Appifire Uses Shopify Product Information to Answer Questions
• How an AI Shopping Assistant Uses Product, Policy, and Store Knowledge
• Improve Product and Order Answers in Appifire AI Chat
• Appifire Installation and Setup Checklist

Last verified: 2026-08-10 against the live Knowledge Hub UI (Knowledge Hub, Get content from website, replace confirm, Save content, editor guidance) and website-knowledge fetch/sanitize/ingest behavior in product code/docs. Re-check labels after releases.

Next action

Open Knowledge Hub. Run Get content from website once (or paste). Edit until shipping, returns, contact, and three FAQ lines are correct. Save content. Test those three questions on the storefront today, then schedule a Hub review whenever policies change.