AI & Knowledge Base
TrolleyChat's AI assistant answers customer questions automatically using information you provide — your knowledge base articles, product catalog, and Shopify order data.
How It Works
- A customer sends a message
- The AI figures out what they're asking about — products, orders, store policies, or a general question
- It pulls the right information to craft a response
- It replies in your brand's voice
- If it's not sure about something, it connects the customer to your team
What the AI Can Handle
| Question Type | Example | Where It Gets Answers |
|---|---|---|
| Product questions | "Do you have any signed jerseys?" | Your Shopify product catalog |
| Order status | "Where is my order?" | Your Shopify order data |
| Policies & FAQs | "What's your return policy?" | Your knowledge base articles |
| General questions | "Hi, I need some help" | General conversation |
When the AI Steps Aside
The AI knows its limits. It hands off to a human when:
- It doesn't have enough information to answer confidently
- The customer asks to speak to a person
- The customer seems frustrated or unhappy
Learn More
- Knowledge Base — add articles so the AI can answer policy and FAQ questions
- AI Training — scan your product catalog so the AI understands your store
- Human Handoff — how and when the AI connects customers to your team