Seth picks up every call and resolves 70%+ of support questions out of the box. To get past 90%, you train him on what's specific to your store. This guide shows what Seth learns automatically, the four ways you can teach him more, and the order to do it in.
What Seth already knows
As soon as you connect Shopify and finish onboarding, Seth already has:
Your full product catalog. Every product, price, description, variant, and live inventory count. Synced automatically and kept up to date.
Order status and tracking. Seth looks up any order by number or email and reads the latest shipping update. See Get order status in Shopify.
Return eligibility. Seth checks Shopify's return rules and starts the return when allowed. See Request a return in Shopify.
Who the caller is. Seth matches the caller's phone number to your Shopify customers and greets them by name. See How Seth recognizes customers in Shopify.
Your website content. Seth scrapes the website you added during onboarding (FAQs, policies, shipping info, etc) and uses it to answer questions.
You don't have to upload a document with your store info, product list, or shipping policies. Seth already has all of that.
The four ways you train Seth
Everything specific to how you want Seth to talk and behave goes into one of these four places.
Knowledge base
For facts, policies, and long explanations Seth needs to know. Add websites, documents (PDFs, docs), plain text, CSVs, or videos. Seth checks the knowledge base every time a caller asks a question.
Use it for return windows, warranty rules, shipping zones, sizing info, ingredient lists, FAQs, store hours, your story. See Manage Seth's knowledge.
Rules
For short if/then overrides. Format: IF the caller says X, THEN Seth says Y.
Use them for a specific phrase you want Seth to use, a policy reminder ("never promise delivery dates"), or a 1 to 2 sentence response to a common question. Rules only apply to general support questions; they don't run inside the order status, returns, or escalation flows. See How to use Rules for Seth AI support.
Fine-tune examples
For fixing Seth's exact wording from a real call. You pick a Seth reply in the transcript, rewrite it the way you want, and Seth uses your version next time he reaches that step.
Use them for tweaking how Seth speaks inside the order status, returns, escalation, or ticket flows (where Rules can't reach), or for fixing a phrasing that sounded off. Available on the Pro plan and above. See How to fine-tune Seth with examples.
Knowledge gaps
After every call, any question Seth couldn't fully answer shows up in the Knowledge gaps section with an AI-suggested answer. You review, edit, and save. Next time someone asks the same thing, Seth has the answer.
This is the fastest way to close gaps because it surfaces real customer questions, not ones you guessed at. Knowledge gaps live inside Manage Seth's knowledge.
Bonus: custom actions
Not training, but worth knowing. If Seth needs to do something your store can't already do (issue a refund, check a 3PL system, look up loyalty points), add a custom action. That's a webhook to any URL you choose.
Which tool to use when
Pick the right one in one glance:
What you want | Where to put it |
Long explanation, policy, or set of facts | Knowledge base |
Short "if caller says X, say Y" override | Rules |
Fix the exact wording of a real Seth reply | Fine-tune example |
Answer a question Seth missed | Knowledge gap |
Seth should do something (call an API, write to a system) | Custom action |
Change Seth's voice, language, or greeting | Seth dashboard settings |
Decide when calls go to a human |
A step-by-step training plan
Most stores reach 95%+ resolution within two weeks of going live by following this order.
Before you go live
Confirm your website is scraped. Open the knowledge base and check the website status is Live. Add any policy pages the scraper missed.
Set your greeting and escalation mode. Decide how Seth introduces himself and when calls transfer to a human. See How to let Seth escalate to a human.
Week 1 (first 50 calls)
Check Knowledge gaps daily. Every unanswered question shows up here. Approve or edit the AI-suggested answer. This single habit closes most gaps fast.
Review the Call history. Listen to 5 to 10 calls. See How to analyze Seth's performance.
Add Rules for any required wording. If you have phrases you say a specific way ("return request" not "refund"), add a Rule.
Week 2 onward
Fine-tune the replies that sounded off. Open a call where Seth's wording wasn't right, hover the reply, click Fine-tune, rewrite it.
Add custom actions for tasks Seth can't do yet. If callers keep asking for something Seth can't handle (refunds, loyalty lookups, 3PL queries), add a custom action.
Keep clearing knowledge gaps weekly. New questions show up as your call volume grows.
Limits to know
Each training method has its own limits. The full numbers are in Manage Seth's knowledge, but the short version:
Knowledge base: 500 webpages, 20,000 Shopify products, 1,000,000 characters of plain text (or 50 text files), 25 documents (50MB each).
Rules: short, repeatable. Don't try to fit a long process inside a Rule.
Fine-tune examples: available on Pro plan and above.
If you're hitting a limit, that's usually a sign you're using the wrong tool. Long explanation? Move it to Knowledge. Repeatable phrase? Move it to a Rule. Step-by-step process? That's a custom action.