Define your business terms in the Knowledge base

Go to Audience > Knowledge base and select Create a Knowledge Item. Enter the term and what it means, then select Save. In the Segments, Campaign planning and Analytics & BI chats, type @ and pick the term to use your definition.

Before you start

The Knowledge base holds the terms your team uses and what each one means, such as aov for average order value. When you type @ in the Segments, Campaign planning or Analytics & BI chat and pick one of your terms, the assistant reads your description in place of the term. That way a request such as “customers with @aov over 100” uses your own definition.

Each term needs its own name. A name stays taken while its term is archived.

Steps

Add a term

Add a term

1. Go to Audience > Knowledge base and select Create a Knowledge Item.
2. Under Item name, enter the term the way you'll type it after @. Use lowercase letters, numbers and underscores, such as aov.
3. Under Description, write what the term means, such as Average order value: total revenue divided by the number of orders.
4. Select Save. The term appears in the list with the message Knowledge item created successfully!

1. Go to Audience > Knowledge base and select Create a Knowledge Item.
2. Under Item name, enter the term the way you’ll type it after @. Use lowercase letters, numbers and underscores, such as aov.
3. Under Description, write what the term means, such as Average order value: total revenue divided by the number of orders.
4. Select Save. The term appears in the list with the message Knowledge item created successfully!

Change a definition

Change a definition

1. Select the term in the list to open Edit Knowledge Base Item.
2. Change the Description and select Save. The item name can't be changed after you create the term.

1. Select the term in the list to open Edit Knowledge Base Item.
2. Change the Description and select Save. The item name can’t be changed after you create the term.

The Item name field still accepts typing in the edit form, but saving keeps the name the term was created with.

Star or archive a term

Star or archive a term

1. Select the star next to a term to star it. Select Starred above the list to show only starred terms.
2. To keep a term out of the @ list, open its row menu and select Archive. Archived terms stay in the list. Select Archived to show only archived terms.

1. Select the star next to a term to star it. Select Starred above the list to show only starred terms.
2. To keep a term out of the @ list, open its row menu and select Archive. Archived terms stay in the list. Select Archived to show only archived terms.

To bring an archived term back, open its row menu and select Unarchive.

Check that it worked

Go to Audience > Segments and select Create Segment. In the chat, type @ and the start of your term. Your term appears in the list of suggestions. Pick it and finish your request as usual. Build your first audience segment walks through the rest.

Troubleshooting

Problem	Fix
The term doesn’t show up after @	Check that the term isn’t archived. A term over 50 characters or a description over 500 characters doesn’t show up, so create a shorter term
Save shows “Failed to create Knowledge Base item”	A term with that name already exists, including archived terms, or the name has only one character. Use a different name of 2 characters or more, or unarchive the old term
The form says “Definition must contain only lowercase letters, numbers, and underscores”	Use only lowercase letters, numbers and underscores in Item name. The same message shows when Item name is empty
A new item name didn’t save	Item names can’t be changed. Create a new term and archive the old one
An archived term still shows in the list	Archived terms stay in the list. Select Archived to show only archived terms

Frequently asked questions

Can I rename a term?

No. Saving the edit form keeps only the new description. To use a new name, create a new term and archive the old one.

Does the Knowledge base change what the AI Shopping Assistant tells shoppers?

No. The Knowledge base is for the Audience assistants in Segments, Campaign planning and Analytics & BI. The AI Shopping Assistant answers from its Trainings content.

Why doesn't my term show up when I type @?

Archived terms don't show up. A term longer than 50 characters or a description longer than 500 characters doesn't show up either. Unarchive the term, or create a shorter one.

Can I delete a term?

Yes. Open the term's row menu, select Delete and then OK. Deleting can't be undone. Deleting several terms at once from the bulk menu doesn't ask you to confirm, so archive a term if you might need it again.