1. Review the products the agent will offer
Open Products and Inventory and check names, photos, prices and variants. Pay particular attention to a product with several sizes and a set containing more than one piece. If the catalog is synchronized with a commerce platform, correct its data in the source that manages it.
Separate changing data from explanations: availability belongs in inventory; how to care for a fabric or what a combined size means belongs in product knowledge. This makes updates easier to maintain.
2. Add what only your store can define
In the Brain, use the add-knowledge control to add policies and answers. The writing option lets you save a title and its content. You can also use files, links, photos and pasted text. Supported documents include PDF, TXT, Markdown and DOCX; supported photos include JPEG, PNG and WebP.
For sources processed with AI, the screen shows an estimated credit cost before processing. Review the resulting information and any items awaiting approval. Uploading a document does not replace checking that its conditions are current.
3. Organize specific answers
Write one answer per topic with conditions your team can apply. ‘We offer exchanges’ leaves questions unanswered; explaining the process, conditions and how to contact the store provides useful guidance. Keep this information consistent with the policies you already communicate to customers.
- Shipping: areas, conditions and how to check an order.
- Payments: available methods and situations your team reviews.
- Exchanges: requirements, process and applicable exceptions.
- Products: materials, care, measurement guides and included pieces.
- Brand: hours and how a person can continue the conversation when needed.
4. Check a sales journey
With your configuration and channel available, review a conversation from searching for a garment to the next order step. Ask for a variant, request a matching piece and add a question about delivery or exchanges. Include a question whose answer is absent from the knowledge.
Check that the agent distinguishes what it knows from what needs review. See how your team resumes the conversation and confirms payments that require approval. Use what you find to correct the relevant source and check the response again.
5. Review when your operation changes
A new collection, a policy update or a recurring question calls for a knowledge review. SellEasy supports working with questions and knowledge gaps so the team’s answers can become reviewed knowledge. Assign someone to keep it current.
This guide covers catalog and Brain preparation. Connection steps for individual channels depend on the integration and account configuration.
