The Knowledge Base powers the AI Chat Assistant on the customer website.
When a customer asks a question, the AI searches articles here and uses the content to respond.
Creating an article
- Title — A clear, descriptive title. The AI matches customer questions against titles first, so use natural phrasing (e.g. "Return & Refund Policy" rather than "Policy #3").
- Category — Choose the best fit: FAQ for common questions, Service for pharmacy services, Policy for store policies, Product for product info, General for everything else.
- Content — The full answer the AI will reference. Put the most important information at the top — the AI reads the first 2,000 characters.
- Summary — A one-sentence overview that helps the AI quickly judge relevance. Optional but recommended.
- Tags — Comma-separated keywords to improve search matching (e.g.
flu, vaccine, walk-in, medicare).
- Priority — Higher number = shown first when multiple articles match. Use 0 for normal, 5+ for important topics.
Publishing
An article must be both Active and Published to appear in AI search results.
Use this to draft articles before making them live — keep "Active" ticked but leave "Published" unticked until the content is ready.
Example articles to get started
| Title | Category | Tags |
|---|
| Return & Refund Policy | Policy | returns, refund, exchange |
| Flu Vaccination Service | Service | flu, vaccine, immunisation, walk-in |
| Do you offer compounding? | FAQ | compounding, custom, medication |
| Accepted Payment Methods | FAQ | payment, eftpos, credit card, medicare |
| Prescription Pickup — What to Bring | General | pickup, prescription, ID, medicare card |
