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Where keyplace's answers come from

keyplace answers only from your store's data. It reads your products, pages and policies on its own, and you can add your own answers. When the answer isn't there, keyplace says so.

In short

keyplace reads your store by itself. You see every source in Knowledge > Sources.
Your own answers work right away.
keyplace never makes up prices, discounts or dates.

What keyplace reads

Products: descriptions, variants, prices and stock.
Product catalog: your other products, for advice and comparisons.
Metafields: extra product fields, for example ingredients.
Pages: store pages, for example shipping and contact.
Articles: blog articles. A help blog, like a help center or FAQ, is read right away.
Policies: returns, shipping, privacy and terms of service.
Files: CSV, XLSX or PDF with product data. Our team checks every entry first.
Your answers: answers you add in Knowledge.

Knowledge, Sources tab with tiles for products, metafields, pages, articles, policies, facts and files

Steps: choose what keyplace reads

Open Knowledge. The Sources tab opens.
Click a tile, for example Pages.
Turn off what you don't want in answers. The change works right away.
Changed a page or policy in Shopify? Click Refresh to read your store again.

Limits

keyplace doesn't learn facts from what shoppers type.
Product changes reach keyplace within a few minutes. Pages, policies and articles can take up to an hour, unless you click Refresh.
The catalog works in stores with up to 100 products and 300 variants. In bigger stores keyplace knows only the product on the page.
keyplace reads up to 100 articles from help blogs and up to 20 from other blogs you turn on.
Metafields need a definition in Shopify. keyplace skips fields that look internal, like a cost, and fields from other apps.

Common questions

Two of my pages say different things. What happens?

A shopper may get either version. Open the Facts tile in Sources to see the two versions, then fix the text in Shopify.

A tile says Approval needed. What do I do?

Open keyplace again from Apps in Shopify, approve the access request, then click Refresh.

Does keyplace use information from outside my store?

No. If something isn't in your store's data, keyplace says so, and the question goes to Questions. On your request, our team can turn on general knowledge, for example how to apply a product or what a term means.