What to add first

Five sources cover most questions.

Most customer questions are about the same five things. Cover those first.

1. Shipping. Where you ship, how long it takes, what it costs.
2. Returns. The window, the steps, who pays for the label, when the refund lands.
3. Contact and hours. How to reach a person, and when.
4. Products or services. Your catalogue, or your services with prices.
5. Sizing, fit, or care. Whatever your customers ask again and again.

If these are on your website, a website crawl covers them in one step. If they are in your head, paste them as text.

What to leave out

• Anything customers should not hear.
• Old policies. Delete the old version, do not keep both.
• Long internal documents that mention things in passing. The assistant may quote the passing mention.