# Sales knowledge and catalog

Give the assistant reviewed business rules and check that the product information it uses is usable.

A Sales assistant needs two kinds of information: business knowledge, such as shipping and return policies, and product information from the selected store. A policy document does not create a live inventory connection, and importing products does not establish the business's rules.

## Review the business instructions

Start with the rules in the setup Style step. Describe the tone, approved claims, service boundaries and situations requiring a person. Include the source of exceptions instead of letting a one-time arrangement become a general promise.

For example:

> Use our current delivery policy. Explain the available estimate without promising a guaranteed arrival date. Ask the team to review address exceptions. Do not invent a discount when no approved offer applies.

Check the actual saved instructions after making a change. An active setup must be paused before its reviewed setup instructions are changed through the agent setup API. Save the intended revision and follow the resulting verification and activation requirements.

## Add supporting knowledge

Where the Sales workspace exposes **Agent → Knowledge**, add the relevant business documents or website URLs. The current file formats are PDF, TXT, Markdown, DOC and DOCX. The upload limits are 30 MB per file, 80 MB for one request and 10 files per request.

After an upload, inspect each item's processing result. A successful upload is not proof that all of its text was extracted. Resolve reported extraction failures before relying on the material. A partially rejected file selection can leave some files accepted and others excluded; check the item-level feedback before sending the whole batch again.

For a website with little extracted content, add deeper pages such as the actual shipping, returns, FAQ or product page. Use the available retry or replacement control after correcting the source. A short or empty scrape should not be treated as a complete copy of the business's site.

## Check the selected store and products

Open the Store step and confirm the selected source. A public website preview is the site itself; an unknown product count does not mean the store has no products. An authorized integration may expose a catalog preview and sync controls.

In a workspace with **Sales → Products**, inspect a representative product after synchronization. Check its title, variant choices, displayed price, image and availability against the current store source. Use the integration's sync result to investigate missing or disabled items.

A public website or store-link connection does not grant private stock or order access. For integrated platforms, freshness and permitted actions depend on the connection. Read [Sales store connections](https://joinhexagon.com/docs/sales-store-connections.md) before relying on shipping, coupons or order writeback.

## Test an answer against its source

Ask a specific product question and a policy question. Verify each answer against the current source, including qualifiers such as size, region or delivery restrictions. Test an unavailable item and a question the source does not answer; the assistant should not fill the gap with an invented fact.

If the answer is wrong, first identify whether the problem is the saved rule, the extracted document, the selected store or a stale product read. Correct that source and repeat the affected question. Changing tone alone does not fix a missing policy or an unavailable provider capability.

For a persistent failure, include the workspace, approximate time, source type and expected result when [contacting Hexagon](https://joinhexagon.com/contact). Share only the information needed to diagnose it.

## Related guides

- [Set up and activate Sales](https://joinhexagon.com/docs/sales-setup.md)
- [Sales store connections](https://joinhexagon.com/docs/sales-store-connections.md)
- [Sales conversations and orders](https://joinhexagon.com/docs/sales-conversations-and-orders.md)
- [Review results and sources](https://joinhexagon.com/docs/reviewing-results.md)

## References

- [Set up WhatsApp Sales](https://joinhexagon.com/start?product=sales)
- [Hexagon setup guide for agents](https://joinhexagon.com/skills/hexagon-setup/SKILL.md)
- [Agent setup API reference](https://api.joinhexagon.com/api/v1/agent-commerce/openapi.json)
- [Contact Hexagon](https://joinhexagon.com/contact)

Last updated: 2026-10-31
Canonical: https://joinhexagon.com/docs/sales-knowledge-and-catalog
Markdown: https://joinhexagon.com/docs/sales-knowledge-and-catalog.md