Add product-specific notes with the custom.olvio_knowledge metafield
Some things shoppers ask about a product aren't in its description: how it fits, what it works with, how long to use it. You can give Olvio these facts in a product metafield whose namespace and key are custom.olvio_knowledge. On that product's page, and for a product discussed earlier in the conversation, Olvio's AI treats this note as the most reliable information about the product. Product notes work on every plan: Starter, Growth and Scale.
How Olvio uses the note
When a shopper chats on the product's page, the AI reads the whole note and trusts it above the product's other information, such as its description.
The AI also reads the note when the product comes up in a chat on another product page: when it searches your catalog for a shopper, or when the product was discussed earlier in the conversation.
Olvio Advisor (Growth and Scale) reads the notes of the products it considers, to check that a product fits before recommending it.
Olvio also uses the note when it writes the suggested questions for that product's page. These questions aren't updated right away: Olvio usually writes new ones overnight after it picks up your change.
The AI is instructed to give the facts as its own knowledge, without telling shoppers they come from a note. Olvio doesn't display the note on your storefront.
The AI is instructed to pick its reply language from your storefront and the shopper's messages, not from product content, so you can write the note once, in your store's default language.
Create the metafield definition
Olvio doesn't create this field for you. You create its definition once in your Shopify admin, then fill it in on each product that needs a note.
In your Shopify admin, go to Products and open any product.
In the Metafields section, click Add definition.
In Name, enter a name you'll recognize, such as Olvio knowledge.
Check that Namespace and key reads exactly
custom.olvio_knowledge. Shopify fills it in from the name; edit it if it's different.Click Select type and choose Rich text.
Click Save.
Olvio only reads a field whose namespace and key are exactly custom.olvio_knowledge. Use the Rich text type. If your store already has this field as Single line text or Multi-line text, Olvio reads it too.
Write a product's note
In your Shopify admin, open the product.
In the Metafields section, click the field you created. If you don't see it, click View all.
Enter your note.
Click Save.
When the chat on a product page tells a shopper it doesn't have a product detail, the question usually appears on the Unanswered tab of the Conversations page, under the product it's about. The Add info button next to the product opens it in your Shopify admin in a new tab, so you can add the missing fact to its note. See Find and fix knowledge gaps on the Unanswered tab.
To remove a note, clear the field and save the product. Olvio stops using the note once it picks up the change.
What to write
Facts shoppers ask about that aren't in the description, for example sizing and fit advice, compatibility with other products, materials or ingredients, how long to use the product, or care instructions.
Put the most important facts first. When the product comes up away from its own page, in Olvio Advisor, or when Olvio writes suggested questions, only the beginning of a long note may be used.
Write each fact as a complete sentence, such as Runs small: we recommend one size up. In a Rich text field, Olvio reads the words only: headings, bold, lists and line breaks aren't kept, and link addresses aren't read.
Keep the note up to date. Because the AI trusts it above the description, an outdated note leads to wrong answers.
Olvio already reads your store's policies and pages, such as your shipping and return policies (see How Olvio reads your store pages, blog articles and policies). For other information that applies to many products, such as a size guide for a whole range, add a knowledge file in AI Setup instead. See Add knowledge files and web pages to Olvio's knowledge base.
When your changes reach the chat
Olvio syncs product edits automatically. To check that the chat uses your new note, open the product page in a new private (incognito) window and ask your question there. In a browser tab where you already chatted about that product, the conversation can come back after you reload the page, and its earlier answers can repeat the old note.
If the chat still uses the old note a few minutes after you save the product in Shopify, run a resync: in your Shopify admin, open Olvio, and on the Dashboard page click Resync now. A resync reads every product again, including its note.
The resync runs in the background, and the chat may keep using the old note until it finishes. Wait until the Dashboard no longer shows Catalog sync in progress, then test the chat again in a new private window. If it shows Catalog sync failed, click Retry sync.
A resync counts as a change to every product, so the following night Olvio may write new suggested questions for many of your products, which uses your Anthropic API key. See What uses your Anthropic API key, and what doesn't.
You can run a resync once per day. If Resync now is grayed out, hover over it to see when it's available again. See Resync your product catalog.