Orderverse DocsKnowledge Base
Add custom business rules, FAQs, and policies to a workspace Knowledge Base so the AI can answer your customers' questions accurately.
What is the Knowledge Base?
The Knowledge Base (KB) is a set of text entries you write and maintain. When a customer or admin asks the AI a question, active KB entries are included in the AI's context alongside the built-in product data.
Use the KB to provide information specific to your business that is not covered by product listings or Storefront Policies — things like minimum order requirements, lead times, payment terms, or internal FAQs.
Managing the Knowledge Base
Go to Configuration → AI → Knowledge Base.
Adding an entry
- Click Add Entry.
- Enter a Title — a short, descriptive label (e.g. "Delivery Policy", "Minimum Order Requirement").
- Enter the Body — the content the AI will use to answer questions. Plain text or markdown is supported.
- Click Save.
The entry becomes active immediately.
Editing an entry
Click an existing entry to open it in edit mode. Update the title or body and click Save. Changes take effect for new AI conversations immediately.
Deactivating an entry
Toggle the Active switch on any entry to exclude it from AI context without deleting it. Inactive entries are not injected into the AI prompt but remain visible in the list.
Deleting an entry
Click the delete icon and confirm the dialog. Deletion is permanent.
What to put in the Knowledge Base
KB entries work best for information that is:
- Specific to your business and not covered by product details
- Stable enough to be written as a reference (not real-time stock or pricing)
- Likely to come up as a customer or admin question
Useful entry types:
| Entry title | Example content |
|---|---|
| Delivery Policy | "We deliver Tuesday and Friday. Orders must be placed by 5 PM the day before." |
| Minimum Order | "Minimum order value is $150 excluding freight." |
| Payment Terms | "Standard terms are net 30. New accounts require prepayment for the first 3 orders." |
| Returns | "Damaged goods must be reported within 24 hours of delivery with a photo." |
| Public Holidays | "We do not process orders on public holidays. Please allow an extra business day." |
How the KB interacts with Storefront Policies
When a customer asks about shipping, returns, or terms of service, the AI checks your Storefront → Policies first. KB entries serve as supplementary context — they are included alongside policy content, not as a replacement.
| Source | Priority | Best for |
|---|---|---|
| Storefront Policies | Primary | Public-facing legal and shipping text |
| Knowledge Base | Supplementary | Operational rules, FAQs, business-specific detail |
If Storefront Policies are empty and the KB contains relevant information, the KB content is used.
KB and Dashboard AI
Knowledge Base entries are also injected into the Dashboard AI context when Knowledge Base is enabled in AI Settings. This means your own AI assistant can answer questions about your business rules, not just about Orderverse features.
To enable or disable KB injection, go to Configuration → AI → Settings and toggle Knowledge Base.
Content limits
Each KB entry body is limited to 5,000 characters. This keeps individual entries focused and prevents any single entry from consuming too much of the AI's context budget.
If your workspace has many active entries, the AI uses all of them up to the total context budget. For most B2B catalogues (up to 100 entries), no entries are dropped.