How to Write Product Info and FAQs Your AI Chatbot Can Actually Use

Most chatbot problems aren't really AI problems. They're information problems. If the bot doesn't know your delivery charge to Chitwan, it can't tell the customer. If your price list is from last Dashain, it will quote last Dashain's prices.

The good news: preparing the information is not technical work. If you can fill in a spreadsheet, you can do this.

Start with what customers actually ask

Before writing anything, scroll back through a week of messages on Messenger, Instagram and WhatsApp. Write down every question, then group them. For most sellers, the large majority fall into the same handful of groups:

• Price and availability
• Sizes, colours and variants
• Delivery: areas, charges, how long it takes
• Payment: eSewa, Khalti, bank transfer, cash on delivery
• Returns and exchanges
• Location, hours and contact

Those groups become your knowledge base.

1. Products: one row per thing you sell

A spreadsheet is the easiest format. For each product or variant:

• Name, written the way customers say it ("linen kurta", not "SKU-LK-22")
• Price, including any current discount and the end date
• Options: sizes, colours, flavours
• Stock notes: "M and L only", "pre-order, 7 days"
• Short description: material, what it's good for, anything people often ask

2. Delivery: write it as rules, not stories

Bots handle clear rules far better than long paragraphs. Compare:

• Unclear: "We deliver all over Nepal and charges depend on location."
• Clear: "Inside Kathmandu valley: free, 1 to 2 days. Outside the valley: Rs 150, 3 to 5 days. Cash on delivery available everywhere except remote areas, where we ask for prepayment."

3. Payments and policies

List every payment method you accept and any conditions. Do the same for returns: how many days, what condition, who pays delivery, and how to start a return. If something depends on a person's judgement, say so, so the bot knows to hand it over.

4. Tone and language

Tell the assistant how you talk to customers. Friendly or formal? "Hajur" or "you"? Emojis or none? A few example replies in your own words help a lot. If your customers write in Romanized Nepali, make sure your assistant handles it. We explain why that matters in this post on Romanized Nepali.

5. What the bot should never answer

This is as important as everything else. Write a short list of topics the assistant should always pass to a person:

• Complaints, refunds and damaged items
• Custom or bulk orders
• Anything about a specific person's account or payment
• Medical, legal or financial advice, if relevant to your business

6. Review the handoffs every week

After launch, the most useful thing you can read is the list of conversations the bot couldn't handle. Each one is a missing answer. Add it, and the bot gets better every week.

An example of one product entry done well

Here's what a single row in your product sheet might look like for a clothing page:

• Name: Linen kurta (women's)
• Price: Rs 2,450, or Rs 2,200 during the festival offer until 15 November
• Sizes: S, M, L, XL (XL is pre-order, 5 days)
• Colours: white, sky blue, maroon
• Notes: pure linen, hand wash only, runs slightly large, so suggest one size down if between sizes
• Delivery: standard rules apply

Notice what's included: the offer end date, the pre-order exception and a sizing tip. Those are exactly the details customers ask about, and exactly what a bot gets wrong when they're missing.

Keeping it up to date

A knowledge base that was right in January and wrong in March causes more problems than having none. Make it someone's job:

• One owner. Pick a person who updates the sheet whenever prices, stock or policies change.
• Clear triggers. New product, price change, new delivery area, festival offer start and end: each one means an update.
• A weekly check. Read the conversations the bot handed over, and add whatever it was missing.

Common mistakes

• Copying your whole website in. Long marketing paragraphs bury the facts. Short, specific statements work better.
• Contradictions. If one place says "free delivery over Rs 3,000" and another says "free delivery inside the valley", the bot can't know which is right.
• Leaving out the "no". Write down what you don't do too: no international shipping, no exchanges on sale items. Customers ask about those as well.

The short version

Clear, current, written down. That's all a good knowledge base is. If you'd rather not do this alone, Orbit's setup includes it: we collect your product list and policies, structure them, train the assistant and test it with you before going live. Book a demo or see what setup includes.