Keeping answers accurate
Where the assistant's answers come from, and how to fix one that's wrong.
Last updated · 29 Sep 2026Knowledge & policies
The assistant only answers from what your store tells it:
| It answers about… | From… |
|---|---|
| Products, variants and prices | Your live catalogue, read when the shopper asks |
| Whether a size or colour is in stock | Your live catalogue |
| Shipping, returns, refunds, privacy | Your imported Shopify policies |
| Everything else you've taught it | Your knowledge entries |
| Order status | The order itself, when the shopper gives the order number and email |
If it doesn't know, it says so and offers the shopper a way to reach you. It never invents prices, stock or policies.
If an answer is wrong
- Check the source. Is the product description, policy or knowledge entry correct?
- Fix policies in Shopify. Edits you save there reach the assistant automatically within seconds. Click Sync now in Knowledge only if you want to refresh them straight away.
- Add or edit a knowledge entry for questions that keep coming up.
- Check the conversation in Conversations to see exactly what the shopper asked.
Still wrong? Email support@pixelchatapp.com with the store URL and the conversation, and we'll look into it.