Knowledge base setup
How Whisper learns about your store and products — and when it is useful to add your own content.
Updated: 3 June 2026
Whisper learns the vast majority of information about your store and products on its own. It scans your site, catalog, page content, and communication style — which also helps it understand your brand's tone of voice. You only need to configure the knowledge base manually when the automatically gathered data is not enough.
How Whisper learns on its own#
Once you install Whisper and connect it to your store, it automatically performs the following steps:
- Scans your entire store — analyzes pages, categories, content, and the way you talk to customers.
- Syncs your product catalog — immediately after installation and then every night. For each product, it also downloads PDF attachments, other files, and full specifications.
- Learns your brand tone — understands how to reply to customers based on the existing copy on your site.
When to add your own content#
If Whisper does not know the answer to a specific question or you need to clarify internal company policies, you can easily add more content in the admin interface.
FAQ and custom text#
Go to Knowledge base → FAQ and add a question along with its answer. Keep each entry short and specific. You can also upload files to the FAQ, such as PDFs or Markdown documents.
Test replies#
Use the Chat preview section to try out typical customer questions. If an answer does not seem quite right, update your FAQ or improve the product descriptions directly in your store.
Updates#
The product catalog syncs automatically every night and after each integration installation. We recommend reviewing your manual FAQ entries from time to time, especially before your peak season begins.