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 or Text Snippets 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
FAQs
How to Access Content Library
From the left-side navigation bar, select Brand Center
Click Content Library
In the upper-right corner, click the black Add Content button
Choose whether to add a Link, a Document, or a Text Snippet
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
FAQs
Think of it as providing source material, not prompt injections.
What not to do
| What to do instead |
Directing / describing what the brand voice should sound like: “Always speak in a friendly and casual tone” | Infusing your brand voice into the information (show not tell): Q: I’m new to using this product, where should I start? |
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 |
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 |
3. Avoid duplicate content
Duplicate content across your documents, links, and text snippets added to Content Library can lead to confusion for the AI and inadequate responses.
For example, if you have already linked a help article that explains your shipping policy, don't include the same or similar information about shipping in your document. Keep one source as the source of truth whenever possible.
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.
Go to Brand Center
Select Content Library
Click Add Content
Choose Link
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 the Content Library.
Text Snippets
Text Snippets are a quick and easy way to add small pieces of information that help train Shopper responses.
Snippets are created and can be edited directly inside Postscript, making them useful for quick updates or small pieces of information that don’t require a full document.
How to Add a Text Snippet
Go to Brand Center
Select Content Library
Click Add Content in the upper-right corner
Choose Add Snippet
Enter a name for the snippet.
Add the content you want Shopper to reference
Save your snippet
This allows you to quickly update information without needing to re-upload a document.
When to Use a Text Snippet
Text Snippets are best for short, targeted pieces of information that may change frequently or don’t require a full document.
Common examples include temporary updates or small pieces of information like:
Holiday shipping deadlines
Temporary policy changes
Returns portal links
Customer service instructions
Comparison charts or data tables (e.g., Size Guides or Loyalty Tier benefits).
Because snippets can be edited directly inside Postscript, they’re helpful when you need to quickly update information without editing a website or re-uploading a document.
Tip: When using Text Snippet to format information into a text-based chart, ensure the chart displays correctly in an SMS, use standard text characters (like pipes | or dashes -) to create clear columns and rows. This helps shoppers ingest complex data - like product comparisons or sizing - at a glance.
When NOT to Use Text Snippets
Snippets should not replace larger knowledge sources like documents or links.
Avoid using snippets for:
Full policy documents
Large FAQ sections
Product catalogs or collections
Brand voice guidelines
Long educational content
You should also not use snippets to correct information contained in a document or link.
For example: If a document currently says your brand does not ship to PO boxes, and your policy changes, you should update the document itself.
Adding a snippet that says the opposite creates conflicting information, which can create inaccurate or inconsistent responses. Instead, always update the original source of truth whenever possible.
Editing Content in Postscript
Some content in the Content Library can be edited directly inside Postscript. This makes it easy to update information without needing to upload a new file.
You can edit:
Text Snippets
.txt file documents
.md file documents
These files display a ‘T’ icon in the Content Library, indicating they are editable.
How to Edit Content
To edit a snippet or text-based document:
Go to Brand Center
Select Content Library
Locate the snippet or document you want to update
Look for the T icon, which indicates the file is editable
Click the three-dot (ellipsis) menu
Select Edit
Make your changes and save
Your updates will be applied directly within Postscript.
When Editing is Useful
Editing content in Postscript is helpful when you need to:
Update policy information
Adjust answers to FAQs
Correct outdated details
Modify temporary messaging like shipping deadlines
For larger changes or when working with structured documents, you may still prefer to update the source document and upload a new version.
Choosing the Right Content Type
Content Type | Best Used For |
Document | Policies, large FAQ collections, product information |
Link | Existing webpages like help center articles or FAQ pages |
Text Snippet | Small updates, quick fixes, or short pieces of information |
When in doubt, documents are the most reliable format for training Shopper.
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.