Why this is a worked example and not a case study
The numbers a vendor quotes for somebody else's business are the easiest thing in marketing to invent and the hardest thing for you to check. So this page quotes none. What follows is the setup worth doing, with the parts that are configuration stated exactly, and the parts that depend on your own content stated as depending on your own content.
The shape of the problem
In a shop with a catalogue, support volume is dominated by a small set of questions whose answers are fixed: shipping times, return policy, dimensions, payment methods. They repeat because the answer is written down somewhere the customer did not find it. That is the part an assistant can absorb. A question about one damaged order is not.
The setup
- Submit your sitemap URL. The pages are crawled and indexed in the background.
- Paste your FAQ, return policy and shipping zones in as Private Knowledge, which is where anything with exact wording belongs.
- Set the default language and a fallback. Each visitor's language is detected from their first message.
- Leave lead capture on. After two consecutive questions it could not resolve, the assistant asks for an email instead of apologising a third time - and when a question reads as buying intent, it asks on that turn rather than waiting.
- Paste the embed script.
What it will not answer
Answers are composed from your own indexed content, so coverage follows your material: a question whose answer is in neither your pages nor your Private Knowledge does not get a guess, it gets an admission and an escalation. Those are the questions worth reading. They arrive in the weekly email and sit on the unanswered list in the admin panel, and that list is where your next Private Knowledge entry comes from.
Why Private Knowledge does the most work
Private Knowledge is consulted before the crawled pages, and a priority match is returned as you wrote it rather than paraphrased. That makes it the right home for anything a customer could hold you to - refund terms, delivery windows, installment rules. A crawled page can be summarised; a Private Knowledge answer is quoted.
Setting up Private Knowledge
- In the admin panel, open your site and go to Private Knowledge
- Click "Add Text" and paste the content
- Give it the question wording a customer would actually use, not your internal phrasing
- Entries are consulted ahead of crawled website content