Use a snippet when the Agent needs a concise instruction or fact that should influence an answer without becoming a public Helpdesk page. Good examples include a product-specific selling point, a comparison nuance, or a short operating rule for a recurring scenario.

This guide explains how to choose the right scope, create the snippet in the current Humind workspace, and test it. It also explains when an article or catalog correction is a better source than a snippet.

How this fits into Humind

Knowledge is the maintained source of non-catalog information used by Humind. Articles, snippets, imported webpages, documents, and external help-center sources have different ownership and visibility rules. Choose a source type that matches how the information will be maintained.

Public, published articles can also be projected into a Helpdesk. Snippets remain operational guidance rather than public Helpdesk pages. Keeping one authoritative source for each policy reduces conflicting answers and makes updates auditable.

Before you start

Access: You need Knowledge write access to create or edit snippets. Catalog read access is also useful when the snippet targets a product.

• Confirm the active Humind company before editing content.
• Write down the exact scenario and the desired behavior in one or two sentences.
• Check that the same fact is not already maintained in an article, product field, or existing snippet.

Step-by-step workflow

1. Choose the authoritative source

   Use Catalog for product facts such as price, variants, availability, collections, or metafields. Use a Knowledge article for a policy or explanation that people should be able to read and maintain as a document. Use a snippet for short guidance that helps the Agent apply those sources in a specific way.

   Avoid copying a full return, shipping, or warranty policy into a snippet. Duplicated policy text becomes difficult to keep consistent and may produce conflicting answers after one copy changes.

   • State the source of truth for every factual claim.
   • Define whether the guidance is general or tied to one product or scenario.
   • Remove temporary campaign wording when the campaign ends.

2. Create the snippet

   Open AI Agent, then Knowledge. Select New content and choose Snippet. Give it a title that lets teammates understand its scope without opening it, then write the smallest complete instruction that covers the intended behavior.

   Snippets are operational Knowledge and are kept private rather than published as public Helpdesk articles. If you started from a product, the product test panel and product detail experience can also expose the product-knowledge workflow for that product.

   • Name the scenario or product explicitly.
   • Prefer positive instructions that say what the Agent should do.
   • Include exceptions only when they are stable and verified.

3. Review scope and conflicts

   Search Knowledge for similar wording and review the relevant product record. Two snippets that address the same situation differently are a warning sign. Merge or clarify them before testing.

   Keep factual product attributes in Catalog. A snippet can tell the Agent how to use an attribute, but it should not become a manual replacement for a broken catalog sync.

4. Test the exact scenario

   Open Playground and ask a realistic question that should activate the snippet. Then ask a nearby question that should not activate it. Review the full answer, product selection, and any action or escalation rather than searching only for copied wording.

   If the result is too broad, narrow the snippet. If the Agent lacks the fact entirely, fix the article or product source and run the test again.

Permissions and important caveats

• Snippets are not public Helpdesk articles and should not be used as customer-facing documentation.
• A product-specific snippet does not correct stale product data from Shopify or another catalog source.
• Only teammates with Knowledge write access should change shared guidance.
• Test both a positive and a negative scenario so guidance does not affect unrelated conversations.

Verify the result

Use this checklist before considering the work complete:

• The snippet has a clear, searchable title and one unambiguous scope.
• No conflicting article, snippet, or catalog value remains.
• The intended Playground scenario improves and a neighboring scenario remains unaffected.
• A teammate can identify when the snippet should be reviewed or removed.

Troubleshooting

The snippet does not affect the answer

Confirm that it is saved in the active company, that the test matches its intended scope, and that the underlying fact exists. Rewrite vague guidance as a direct instruction, then start a fresh Playground conversation.

The snippet changes unrelated answers

Narrow the wording to a specific product, customer intent, or condition. Remove generic phrases that could match many situations and retest with both matching and non-matching questions.

The answer conflicts with a policy or product value

Keep the authoritative fact in the article or catalog record, remove the duplicate from the snippet, and use the snippet only to explain how the Agent should apply that source.

Related guides

• Use snippets for reusable guidance
• Create and publish a Knowledge article
• Test your Agent in Playground
• Manage products, filters, collections, and promotions