Categories

Each document can belong to one or several categories, helping the assistant determine which information to use when responding to user questions.

By maintaining a clear categorization strategy, you ensure faster and more relevant responses, reduce ambiguity, and improve the assistant’s ability to understand the user’s intent.

Understanding Categories #

Multiple Selection Allowed

• You can assign multiple categories to a single document
• This allows the document to be used across different types of questions
• Example: A shipping policy document could have both delivery and returns categories

Uncategorized Documents

• Documents with no categories or marked as uncategorized are considered general knowledge
• These documents will be used for all user questions regardless of topic
• Use this for general company information, FAQs, or cross-topic content

Category Filtering

• When a user asks a question, the assistant determines the topic automatically
• Only documents matching that topic’s category (plus uncategorized documents) are retrieved
• This improves response accuracy and speed

Available Categories #

Account #

User account management, registration, login, profile settings, preferences, and account-related issues.

Use for: Account creation guides, login help, password recovery, profile management, account deletion procedures.

Channels #

Communication channels available for customer support (web chat, WhatsApp, Telegram).

Use for: Available contact methods, channel-specific features, how to switch channels, channel availability hours.

Contact #

General contact information and methods to reach customer support.

Use for: Contact forms, email addresses, phone numbers, support hours, response times.

Corporate #

Company information, brand story, sustainability initiatives, social responsibility, and corporate values.

Use for: About us, company history, brand values, sustainability reports, social media links, corporate news.

Delivery #

Shipping information, delivery options, costs, timeframes, tracking, and delivery-related policies.

Use for: Shipping methods, delivery costs calculator, estimated delivery times, international shipping, tracking instructions, delivery restrictions.

Exchanges #

Product exchange policies, procedures, conditions, and exchange-related information.

Use for: Exchange eligibility, exchange process steps, exchange timeframes, exchange conditions, exchange vs. return differences.

Gift Cards #

Gift card information, terms of use, balance checking, and gift card-related questions.

Use for: How to purchase gift cards, redemption instructions, balance inquiry, expiration policies, gift card terms.

Help #

General help topics and frequently asked questions not covered by other specific categories.

Use for: Troubleshooting guides, common questions, getting started guides.

Jobs #

Career opportunities, job openings, application process, and employment information.

Use for: Job listings, application instructions, career opportunities, company culture, hiring process.

Legal #

Legal documents, terms and conditions, privacy policies, cookies policy, and compliance information.

Use for: Terms of service, privacy policy, cookie policy, GDPR compliance, legal notices, right of withdrawal.

Newsletter #

Newsletter subscription information, terms, and newsletter-related content.

Use for: Newsletter signup, subscription management, newsletter benefits, unsubscribe instructions, newsletter terms.

Orders #

Order management, order status, order history, order modifications, and order-related information.

Use for: How to place orders, order tracking, order cancellation, order modifications, order history access, order issues.

Payment #

Payment methods, payment security, billing information, and payment-related policies.

Use for: Accepted payment methods, payment security, billing address, payment issues, installment options, invoice requests.

Personal Shopper #

Product recommendations, product search assistance, styling advice, and personalized shopping help.

Use for: Product finder guides, recommendation criteria, how to get personalized suggestions, styling tips, product comparisons.

Prices Info #

Pricing information, price guarantees, price matching, and pricing policies.

Use for: Pricing policies, price matching, tax information, currency conversion, pricing transparency.

Promotions #

Discounts, promotional codes, special offers, sales, and promotional programs.

Use for: Active promotions, discount codes, loyalty programs, affiliate programs, seasonal sales, how to apply discounts.

Refunds #

Refund policies, refund procedures, refund timeframes, and refund-related information.

Use for: Refund eligibility, refund process, refund timeframes, refund methods, partial refunds, refund status.

Returns #

Return policies, return procedures, return conditions, and return shipping information.

Use for: Return eligibility, return process steps, return shipping labels, return timeframes, return conditions, what can be returned.

Shops #

Physical store locations, store hours, store services, and store-related information.

Use for: Store locator, store hours, in-store services, store events, directions to stores, store facilities.

Size Chart #

Size guides, measurement instructions, size conversion tables, and fit information.

Use for: Size charts, how to measure, size conversion tables, fit guides, size recommendations by product type.

Product Information #

Questions about maintenance, usage, features or manufacturing of products or the materials they are made of. Warranties: what’s covered, warranty period, eligibility, exclusions, and how to file or track a warranty claim, including manufacturer warranties for third-party brands. Differences or compatibility between models or how to wear them from a functional perspective

Use for: Generic product information, product maintenance, product usage, product features, product materials, product warranties… etc. It does not include questions about specific products.

Fashion #

Questions seeking style guidance or aesthetic recommendations.

Use for: Information on how to combine garments, choosing colors, dressing for occasions or body types, seasonal looks, trend explanations, fashion etiquette… etc. It does not include questions about specific products.