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Egentify’s AI agent already reads your products, orders, pages, and policies live, so there is no catalogue to import and no policy library to maintain. What it cannot know is the things that only live in your team’s heads: the workaround for a product that runs small, the promo code you want mentioned, the discontinued item you would rather it stopped recommending. That is what Knowledge is for. Open it from Knowledge in your dashboard sidebar.

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Two kinds of knowledge

A good rule of thumb: if you would phrase it as “always do this,” it is an instruction. If you would phrase it as “when they ask X, say Y,” it is an FAQ.
Long policy documents belong on your store pages, not in Knowledge. The agent reads those pages already, and Knowledge works best as a short, high-value layer on top.

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Custom Store Instructions

Behavior rules the agent applies to every conversation. Examples of the kind of thing that works well:
  • Mention our 30-day warranty when customers ask about returns.
  • Do not recommend product X, it is discontinued.
  • Promote SUMMER25 when customers ask about price or budget.
You get 4,000 characters, with a live counter that turns amber as you approach the limit. Clearing the box turns the feature off entirely.
This is different from Agent Identity / Instructions on the General tab of your store settings. Identity says who the agent is — your brand, what you sell. Custom Store Instructions say what it should always do. Identity also applies to voice and email, while Knowledge does not. See below.

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FAQ entries

Each entry is a question and the answer you want given. Questions can be 250 characters, answers 1,500. Watch the character budget, not the entry count. All your entries share a 12,000 character budget, and that is usually what stops you first. With long answers you will hit it at around seven entries, while the counter still reads 7 / 50. Both counters are shown above the list, and the save is rejected rather than silently dropping an entry:
FAQ knowledge is full. Shorten this answer or delete older FAQ entries.
Entries appear newest first, and that order is not adjustable. There is no on and off switch per entry either, so removing an answer from circulation means deleting it.

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What the agent does when sources disagree

This is the most important thing to understand before you write FAQ answers.
Your FAQ overrides your own store pages. If your returns page says 14 days and your FAQ says 30, customers are told 30. A stale FAQ entry quietly becomes the wrong answer, so keep entries in step with your published policies.
Live store data still wins over everything. Stock levels, order status, cart contents, and prices come from your store in the moment. An FAQ saying an item is always in stock will not override a live check that says otherwise. So the order is: live store data first, then your FAQ, then your store pages.

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Knowledge applies to chat only

Custom Store Instructions and FAQ entries reach the chat widget only. They are not used on phone calls or in AI email drafts.
If a rule needs to apply everywhere, put it in Agent Identity / Instructions on the General tab instead. That is the only merchant-authored text every channel uses.

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Per store

Knowledge belongs to one store, not your whole organization. If you run several, each needs its own, and there is no way to copy between them. When you have more than one, links to your other stores appear at the top of the page.

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Who can edit it

Owners, admins, and Technical Specialists. Chat Supervisors cannot open Knowledge at all, and the sidebar link is hidden from them. Edits take effect on the customer’s next message, with nothing to publish or refresh.
Changes are recorded in your organization’s audit log, including what the text said before and after, so you can see who changed an answer and when.