Brands can always set up, update, and optimize Shopper via the Postscript app UI, but some find it helpful to upload additional information to train Shopper. This article explains the benefits of uploading files to Shopper and how to do it.
Why upload a TXT file to Shopper?
Uploading a .txt file of FAQs or product information gives Shopper more data so it can deliver more accurate responses. This gives brands more control and ways to train Shopper beyond what’s in a brand's FAQ pages. It also reduces the chance of errors, as Shopper uses the exact content provided in the .txt file.
Shopper uses that content for more accurate, brand-specific answers and helps Shopper speak in a brand’s voice.
These .txt file uploads are not for giving instructions or response guidelines (e.g. “use this tone,” “always say…”) or for writing prompts or formatting rules. These uploads don't change how Shopper behaves — it just gives Shopper more complete information. Think of it as an expanded FAQ that helps Shopper answer confidently, accurately, and in a brand’s voice.
Best practices
To achieve optimal results from uploads, follow these best practices.
| 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 |
TXT file upload template
To expedite things and ensure the uploaded content is properly formatted, Postscript provides this template for brands:
====================================================================
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}}
CHANGE LOG
- {{YYYY-MM-DD}}: {{What changed, by whom}}
====================================================================
Categories to consider
Select which ones fit your brand or create your own:
- 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
Converting a Google doc to a TXT file
- Navigate to the Google Doc you wish to convert in your web browser.
- In the top-left corner of the Google Docs interface, click on the File menu.
- From the dropdown menu, hover over Download.
- In the sub-menu that appears, select Plain Text (.txt).
- Your browser will then download the Google Doc as a .txt file to your computer.
- Head to the Links & Documents section of Brand Center to upload your .txt file.
TXT file upload example
====================================================================
CATEGORY: Product Info & Fit/Sizing
DOMAIN NOTES (optional): Coastal Thread makes sustainably sourced cotton essentials. Fit questions often come from new shoppers unfamiliar with the brand’s relaxed, unisex sizing.
Q: How do your shirts fit?
A: Our tees are designed with a relaxed, slightly oversized fit. If you prefer a more fitted look, we recommend sizing down.
Q: Are your products true to size?
A: Yes — most customers find our items true to size. For a looser or more tailored fit, refer to our size guide linked on each product page.
Q: What size should I order if I’m between sizes?
A: We suggest sizing up for comfort or down for a closer fit. You can also text us your usual size and fit preference — we’ll help you pick the right one.
====================================================================
Uploading a TXT file
- From the Shopper dashboard, select Brand Center, then select Shopper.
- Scroll down to the FAQs section and select Go to Links & Documents.
- In the Documents section, select the Upload File button.
- Select Select File under Documents, then select FAQ from the Document type drop-down menu.
- Select Save. The .txt file will appear under Document name. Select the ... button under Actions to Edit, Download, or Delete the file.
Have questions? Please feel free to reach out to our wonderful Support team at support@postscript.io or via live chat. You can also submit a support request here!
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