Best practices for training content

A few habits make a big difference in answer quality:

1. Start with policies and FAQs, not just product data

Products and collections sync automatically, but the questions that most often stump a support agent are about policies (returns, shipping, warranty) and edge cases. Make sure Shopify Policies is synced and add a handful of FAQ entries for anything customers ask repeatedly that isn't spelled out clearly on a policy page.

2. Write FAQ answers the way you'd actually say them to a customer

Caro often surfaces FAQ answers close to verbatim. Write them in a warm, direct tone — the same one you'd want a human support agent to use — rather than internal shorthand.

3. Keep one source per topic, not one giant source

A single enormous Text block covering ten unrelated topics is harder for Caro to match precisely than ten focused FAQ entries or a few well-scoped Website URL sources. Smaller, well-labeled sources retrieve more accurately.

4. Re-sync after every meaningful edit

If a source is set to Manual and you update the underlying page or file, remember to click Sync now — otherwise Caro keeps answering from the old version until the next scheduled sync. See Sync frequency explained.

5. Watch your page quota

Sitemap sources can consume your custom-source page quota quickly if the site is large. Check the usage bar at the top of the Custom sources tab after adding one, and prefer indexing just the sections that matter (a specific help-centre category) over an entire site if you're close to the limit.

6. Test what you trained

After adding or editing sources, use Test it from the Dashboard checklist (or the widget preview on the Widget design page) to ask the exact question a customer would — the fastest way to confirm training content actually produces the answer you expect.