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Content Library Overview

Updated yesterday

Content Library Overview

In ecommerce, your brand is your biggest asset. That’s why Postscript gives you control over your brand voice preferences through Brand Center.

Brand Center allows you to train the AI models that power Postscript AI products by:

  • Defining your brand voice and tone

  • Adding important references like FAQs and policies

  • Providing source material about your products and brand

  • Previewing AI-generated inspiration copy

Content Library lives inside Brand Center and is where you upload documents and add links that train the AI on your brand.

Today, Content Library trains AI-generated messages across Shopper Responses.

By adding high-quality content to Content Library, you help ensure AI-generated messages accurately reflect:

  • Your products

  • Your policies

  • Your brand positioning

How to Access Content Library

AddFileContentLib.mov [video-to-gif output image]

  1. From the left-side navigation bar, select Brand Center

  2. Click Content Library

  3. In the upper-right corner, click the black Add Content button

  4. Choose whether to add a Link or a Document

There are no content “types” (e.g., FAQ, Policy, Social Media). Instead, all content is managed in one unified library where you can:

  • Filter

  • Search

  • Preview

  • Set content as Active or Inactive

Uploading Documents (Recommended)

If you want the most reliable way to train Shopper, upload a document.

Documents are always the most dependable format because:

  • They don’t rely on website structure

  • They aren’t impacted by password protection or certificate errors

  • They avoid scanning limitations that can occur with URLs

  • They give you full control over exactly what the AI sees

If you ever experience issues with a link not extracting properly, the solution is simple: Copy the content into a document and upload it to the Content Library.

Supported Document Types

You can upload the following document types:

  • TXT

  • MD

  • HTML

  • DOCX

  • PDF

Maximum file size: 50MB

Document Best Practices

To get the strongest performance from Shopper Responses:

1. Use Clear, Structured Formatting

Organize content with:

  • Clear headings

  • Sections

  • Bullet points

  • Simple language

Avoid cluttered layouts or unnecessary design elements.

2. Provide Information About Your Brand

Content Library is designed to provide reference information about your brand, not to override the AI model.

Documents CANNOT be used to:

  • Inject “if/then” rules

  • Force the model to behave a certain way 100% of the time

  • Attempt custom prompt engineering

  • Override system instructions

Instead, write natural, factual statements about your:

  • Products

  • Policies

  • Shipping timelines

  • Returns process

  • Brand voice

  • FAQs

  • Tone guidelines

Think of it as providing source material, not prompt injections.

What not to do

What to do instead

Formatting the information as a prompt:

​

“When someone asks about returns, make sure that you direct them to our returns portal”

Formatting the information as FAQs:

​

Q: How do I start a return?

A: We make returns easy. Just visit our returns portal here: https://brand.com/returns

Directing / describing what the brand voice should sound like:

​

“Always speak in a friendly and casual tone”

Writing the answers in the brand voice (show not tell):

​

​Q: I’m new to using this product, where should I start?

​A: I know it can feel overwhelming at first, but I promise it’s really easy to get the hang of it!

Adding links to try and give Shopper more info:

​

“Read our return policy here to know what it is”

All the info Shopper needs to know should be in the doc itself:

​

​Q: What is your return policy?

​A: We have a 30-day return policy, from the date that the order was delivered.

Hyperlinking URLs that you want Shopper to be able to share with subscribers:

​

​Q: How do I start a return?

​A: We make returns easy. Just visit our returns portal here

Writing out the URL in full so that Shopper can share it in conversations:

​

​Q: How do I start a return?

​A: We make returns easy. Just visit our returns portal here: https://brand.com/returns

Recommended Document Template

When creating a TXT, DOCX, or PDF file, use a structure like this:
​

CATEGORY (optional): #{{CATEGORY_NAME_1}}

DOMAIN NOTES (optional): #{{context the agent should know for this category}}

Q: #{{Primary customer phrasing?}}

A: #{{Clear, direct answer.}}

Q: #{{Another question in same category?}}

A: #{{Answer}}

----------------------------------------

CATEGORY (optional): #{{CATEGORY_NAME_1}}

DOMAIN NOTES (optional): #{{context the agent should know for this category}}

Q: #{{Question}}

A: #{{Answer}}

Q: #{{Question}}

A: #{{Answer}}

----------------------------------------

CATEGORY (optional): #{{CATEGORY_NAME_1}}

DOMAIN NOTES (optional): #{{context the agent should know for this category}}

Q: #{{Question}}

A: #{{Answer}}

Q: #{{Question}}

A: #{{Answer}}

You can expand this template as needed. Some optional categories or topics to consider adding may include:

  • Product Info & Fit/Sizing

  • Colors/Styles/Variants

  • Pricing & Promotions

  • Membership/Loyalty/Rewards

  • Returns & Exchanges

  • Shipping (Domestic & International)

  • Care/Usage/How-To

  • Warranty/Policy

  • Inventory/Restocks

  • Customer Service & Contact Options

  • Compliance/Restrictions

Testing Your Upload

After uploading content:

  • Use Preview and Shopper Playground to experiment with how Shopper responds.

  • Once the status indicator on Shopper Playground turns green, the uploaded content is available to Shopper.

  • It may take up to 5 minutes for Content Library updates to reflect in the Shopper playground.

  • Shopper will reference any Link or Document that’s currently active in Content Library.

If you don’t see updated responses immediately, wait a few minutes and test again.

Uploading Links

In addition to documents, you can add live URLs to train Shopper.

addlink.mov [video-to-gif output image]

  1. Go to Brand Center

  2. Select Content Library

  3. Click Add Content

  4. Choose Link

  5. Paste the full URL of the article page

URL Requirements

For best results, links should:

  • Be a direct link to a specific article page

  • Be publicly accessible

  • Not require login or password protection

  • Be hosted on a site with a valid security certificate

  • Fully load without website errors

  • Provide important content in text-based format (Shopper cannot ingest images)

Important: Not All Links Work Equally

For example:

  • A Help Center homepage will not provide enough information.

  • A category page listing multiple articles will not work.

  • A page with nested links may not allow Shopper to scan linked content.

The link must be the actual article page containing the content itself.

Common Link Issues

Sometimes content fails to extract properly. This can happen if:

  • The page is password protected

  • The URL is malformed

  • The website is temporarily down

  • The page has a bad security certificate

  • The website returns an error

  • The content is embedded in a way that prevents extraction

  • Your website security settings prevent web scraping

If this happens, the most reliable solution is to copy the content into a document and upload the document to Content Library.

Collapsible FAQ Pages

If you host FAQs on your Shopify store, we strongly recommend using a collapsible FAQ page structure.

This format:

  • Improves content extraction

  • Keeps Q&A clearly structured

  • Makes it easier for Shopper to understand context

If you need help creating a collapsible FAQ page in Shopify, see this guide.

After publishing your FAQ page, add the direct URL to that page inside Content Library.

Managing Your Content

Inside Content Library, you can:

  • Set content to Active or Inactive

  • Preview content

  • Search by keyword

  • Filter by Links or Documents

Only Active content is used to train AI-generated messages.

Related Articles
Set Up Your Brand Center
Create and Manage Shopper Offers
How to Set Up Your Shopper
Create a Collapsible FAQ Page in Shopify
Create a Discount-Applied Abandoned Cart Automation
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