The chat says it doesn't have that information

keyplace answers only from your store's data. When the answer isn't there, it says "I don't have that information. Try asking something else." instead of guessing. Add the missing info, and keyplace uses it for the next shopper.

Sometimes the wording is a bit different, like "I don't have such information". It means the same thing.

What to check

1. Find the question. In keyplace, open Questions and click the No answer tab.
2. Is there a keyplace suggestion? Some questions come with a keyplace suggestion. If it's right, click Approve.
3. Add your own answer. Click Add answer, write it and save. Your answer works right away.
4. Or add it to the product. Put the missing info in the product description in Shopify. Changes in Shopify can take up to about an hour to reach keyplace.
5. Is the info only in an image or in another app? keyplace reads text from your products, product fields, policies, pages and Knowledge. It can't read text in images or in other apps' widgets. Add the info as text.
6. Is it a sensitive topic? Health effects, "100% original" and similar claims need a document. Without one, keyplace doesn't confirm them. On health questions, keyplace suggests asking a doctor or pharmacist.
7. Is it about one order? keyplace can't see orders, so it can't say where a parcel is. That's expected.

Under such an answer, keyplace can show shoppers other questions to ask or a way to contact your store.

Common questions

Is "I don't have that information" a bad answer?

No. It's better than a made-up answer. The No answer card in Analytics shows how often it happens. Lower is better.

The info is in my description, but keyplace still says it doesn't know. Why?

Wait up to an hour after saving the product. If it still happens, chat with us. Tell us the product and the question, without any shopper's personal data.

See also

• Questions without an answer
• How to add your own answer
• Sensitive claims need a document

Still stuck? Chat with us in keyplace: Help > Chat with us. We reply on working days. Never send us passwords, 2FA codes or shopper data.

Updated on: 10/11/2026