Catalog & content

Knowledge base & FAQ

Your policies and answers, in your words. The assistant uses them in every conversation and never invents policies.

Documents

Create one document per topic and language in Dashboard → Knowledge. Write in Markdown; keep it factual and specific.

Type	What to include
Brand	Who you are, what makes your products different, certifications, contact hours.
Shipping	Countries, costs, free-shipping thresholds, delivery times, carriers, cut-off times.
Returns	Return window, conditions, who pays return shipping, refund timing, exchanges.
Payments	Accepted methods, cash on delivery, installments, gift cards.
FAQ	Longer free-form Q&A.
Custom	Anything else: size guides, warranty, loyalty program, store locations.

Documents are included in full in the assistant’s context, so a total size budget applies (shown on the Knowledge page). Missing a language? The assistant translates from your default-language document when answering.

FAQ entries

FAQ entries are question/answer pairs per language. When a visitor’s question closely matches one, your answer is returned instantly, word for word. There is no AI call, so it is fast and cheap. Use them for questions with one right answer (“Do you ship to Italy?”, “Are your products cruelty-free?”).

Write the question the way customers phrase it. Different wordings of the same question are matched semantically. Instant answers are matched within the visitor’s language, so add entries for each language you serve; in other languages the assistant still uses your FAQ as a reference when answering.

Precomputed answers

For your vertical, AskMerra pre-generates answers to the most common generic questions (e.g. “what do you recommend for dry skin?”) from your catalog, and refreshes them when the catalog changes. They are served like cache hits, always with live prices and stock. You can trigger a refresh from the Knowledge page.