Content Library is where you can continue building on Shopper's knowledge base. It's the collection of information that Shopper draws from when answering subscriber questions about your brand, products, policies, or FAQs.
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Content Library gives Shopper the context it needs to go beyond product recommendations and become a true expert on your brand. Give it your FAQs, shipping information, return policies, care instructions and Shopper can handle the kinds of detailed, accurate conversations that build trust and drive conversions. It's a direct control lever: the more intentional you are about what goes in, the more confident you can be that every AI-generated message is on-brand and accurate.

Content Library currently trains Shopper only. It does not affect Infinity Testing. To navigate to Content Library, select Brand Center on the left navigation panel. Then select Content Library.
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You can add information to Content Library in three ways: Links, Documents, and Text Snippets. Each one is suited to different types of content.

Links lets you point Shopper to a web page you want it to learn from. When you add a link, Shopper ingests the text content from that page and uses it as part of its knowledge base.
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To add a link, select the “Add Content” button in the upper-right corner of Content Library, then select "Add Link”. Paste or type the URL, and then click the “Add” button.
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Good candidates for links include your FAQ page, shipping policy page, return policy page, product care or ingredient pages, and blog posts that contain useful product education.
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A few things to keep in mind with links: Shopper pulls text content from the page, but it cannot read images. If important information is stored in images (like an infographic or a brand guidelines PDF that's mostly visual), that content won't be ingested. Also, Shopper cannot yet ingest content from help centers hosted on third-party subdomains (like help.yourbrand.com). If your FAQ lives on a subdomain like that, we discuss creating an Unlisted FAQ Page below to guide you through how to make that information available to Shopper.
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When adding links, add the specific page, not a parent page that lists links to other pages. For example, if your help center has a main page with article thumbnails, don't add the main help center URL. Instead, add the URL of each article you want Shopper to be trained on.
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Documents let you upload files directly to Content Library. Content Library can ingest documents in .txt, .pdf, .docx, .html, and .md formats.
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To add a document, click the “Add Content” button in the upper-right corner of the Content Library, then select “Add Document.” Upload your file by either browsing your computer or dragging and dropping it into the upload window. Once the file is uploaded, click “Save.” New documents may take a few minutes to reflect in Shopper Playground.
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Documents are great for information that doesn't live on a public webpage, such as internal FAQs that you don't want published on your site, detailed product knowledge that goes beyond your product pages, or brand-specific Q&A documents with pre-written answers in your brand voice.
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Key information about Document uploads:

Text Snippets are short pieces of text you type directly into Content Library. They're the fastest way to add or update information because there's no file to create or page to link.
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To add a Text Snippet, select the “Add Content” button in the upper-right corner of Content Library. Then select "Text Snippet”. Add your information, then select the “Save” button.
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Because snippets can be edited directly inside Postscript, they’re helpful when you need to quickly update information without editing a webpage or re-uploading a document. They are ideal for temporary or time-sensitive information: holiday shipping deadlines, flash sale details, temporary policy changes, or quick corrections.
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Snippets should not replace larger knowledge sources like documents or links. Avoid using snippets for:

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.

For every piece of content in your library, whether it's a link, document, or snippet, you can click into it and preview exactly what Shopper is ingesting. This is an important step. Sometimes a webpage looks great in a browser but the text Shopper pulls in is missing context, or a PDF has images that Shopper can't read.
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We encourage you to preview each piece of content after you add it. If something looks inaccurate or incomplete, you can either edit the source or supplement it with a document or snippet.
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Every item in Content Library has an active/inactive state. Active content is being used by Shopper. Inactive content is not being used by Shopper.
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This is useful for seasonal information. Instead of deleting a holiday FAQ document after the season ends, you can deactivate it. It's also useful for testing in Shopper Playground. You can deactivate a piece of content to see how Shopper responds without it, then reactivate it.
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If you see content marked as "Error," it means Shopper was unable to ingest it. This usually happens with links if:

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

If your FAQs are hosted on a third-party subdomain (like a Zendesk or Gorgias help center at help.yourbrand.com), Shopper can't ingest them directly via link. There are two options for ensuring Shopper has access to this information:
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Option 1: Upload as a document. Copy the FAQ content from your help center and paste it into a .txt file. Upload that file to Content Library as a document.
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Option 2: Create an unlisted FAQ page on Shopify. Build a collapsible FAQ page directly on your Shopify store and set its visibility to "Hidden" so it doesn't appear in your navigation or search engines. Then add the URL of that page to Content Library as a link. This gives you a page that Shopper can ingest while keeping the content separate from your public site. This option is also useful if you want to provide Shopper with additional FAQ content beyond what's on your main public FAQ page. For step-by-step instructions, see Create a Collapsible FAQ Page in Shopify.
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If you're just getting started, prioritize these categories of content:
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FAQs — The questions your customers already ask most often. Shipping times, return policy, sizing, product materials, care instructions.
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Shipping and returns policies — These come up constantly in conversations. Make sure Shopper has accurate, complete answers.
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Product care and usage information — If your products require any special handling, care, or instructions, add them so Shopper can share this information.
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Warranty or guarantee details — If applicable, make sure Shopper knows your terms.
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You can always add more content later. Start with the essentials and expand as you review Shopper conversations and spot knowledge gaps.
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For deeper guidance on how to structure and organize your knowledge base effectively, see AI Best Practices for Content Library.