Build a Knowledge Base from Shipping and Return Policy Pages

Outcome

By the end of this tutorial, you will know how to use SophMate for WordPress AI knowledge base while keeping the work reviewable inside WordPress.

Scenario

A WooCommerce support team wants AI replies to quote the store return window and shipping rules instead of guessing.

What the image shows

The tutorial image shows Knowledge Base collections, quality signals, usage analytics, and policy items because cited answers depend on the quality of source material.

Before you begin

• Confirm SophMate is active and the relevant module is available to your user role.
• Check provider, budget, and approval settings before asking SophMate to draft or execute work.
• Keep customer data, API keys, and private credentials out of prompts unless the workflow is explicitly designed to handle that context.

Guardrail

If SophMate cannot cite a current source, improve the Knowledge Base item before relying on the answer.

Common mistakes to avoid

• Importing outdated policy drafts or duplicate pages.
• Trusting an answer because it sounds confident even when it cites the wrong source.
• Fixing prompts repeatedly instead of improving weak Knowledge Base content.

Step 1: Identify source pages

Find the canonical WordPress pages for returns, refunds, shipping, privacy, and payment questions. Do not import outdated drafts.

Step 2: Import from WordPress

Use Knowledge Base > Import Content, choose the page, select the correct kind, and place it in a collection that matches support workflows.

Step 3: Choose sync mode

Use auto sync for policy pages edited in WordPress, manual sync for rarely changed pages, and none for KB items the support team will edit directly.

Step 4: Check quality metrics

Review readability, completeness, freshness, and citation frequency. Improve weak items before support agents depend on them.

Step 5: Test in Copilot

Ask a policy question and verify that the answer cites the imported item. If the answer is vague, improve the source item rather than only changing the prompt.

Review checklist

• Policy pages are current.
• Each item has the right kind and collection.
• A test answer cites the imported source.

Success signal

The Knowledge Base workflow is successful when Copilot or an agent cites the expected source, the answer matches the current policy, and weak source material is improved instead of hidden by prompting.

What to document

Document source page, collection, sync mode, quality notes, citation test, and any policy owner who must approve future changes.

Owner and cadence

A support lead or policy owner should review Knowledge Base workflows after policy changes and during regular support-quality review.

Escalate when

Escalate when policy ownership is unclear, citations point to stale sources, or agents depend on content that no team member can approve.

Related SophMate paths

• Features/Knowledge Base
• Features/Copilot

Next action

Run this workflow on a low-risk example first. Once the result is easy to review and explain, decide whether it should become a repeatable playbook, workflow, watcher, agent, or documented team process.