What Shopify Knowledge Base does
Shopify Knowledge Base organizes store information and FAQs for AI shopping answers. Use it to help keep the available information about your store accurate.
It doesn't publish a visible FAQ page on your storefront. Shopify also says the app doesn't increase how often your store appears in AI platform results. Knowledge Base overview
This guide uses official documentation checked September 6, 2026. The examples are suggested steps, not results from an installation. We don't assume every AI service uses these FAQs or receives updates immediately.
1. Install the app
The official Shopify Knowledge Base listing names Shopify as the developer, lists the app as free, and shows an English interface. Shopify Knowledge Base listing
Select Install, check the store and requested access, and complete the installation. Shopify app installation guide
Knowledge Base is also one of the information sources available to the Inbox agent. The agent handles conversations in your store's chat widget; adding FAQs alone doesn't set up that chat experience. Inbox agent sources
If your main goal is answering visitors in chat, see our Inbox setup guide.
2. Add or correct a few FAQs
Start with one topic, such as pickup locations or shipping regions.
- Open Apps → Knowledge Base.
- Select Add FAQ.
- Enter a question and a short answer, then select Save.
To change an automatic answer, select it under Store FAQs and use Override. Return to default restores the answer based on the original source.
To check a question, use Test your knowledge base in the query log. It shows matching resources or Unanswered. Stores work independently, and one FAQ can't hold multiple language versions within a single store. FAQ controls and limits
3. Fix the source before polishing the answer
Make a simple list of questions, correct answers, source links, the person responsible, and review dates.
Suppose an answer says pickup is available at every location, but your store offers it at only one. Check the underlying location and delivery settings first. If those are wrong, fix them through your normal store-review process. An FAQ edit shouldn't hide a setting that still affects checkout.
If the settings are correct but the answer needs an extra condition, record why before adding an override. That helps the next editor understand why the wording matters.
Check for contradictions across campaign pages, policies, and custom answers. Update those together rather than asking one FAQ to compensate for several different versions of the rules.
4. Write one clear answer per question
“Can I pick up an online order at the downtown location?” is more useful than “How does shopping work?”
Include the condition and next step. Here's a fictional example:
Online-order pickup is available only at our downtown location. Choose pickup at checkout and wait for the ready-for-pickup notification before visiting.
Use that answer only if it matches your actual setup.
Keep customer order numbers, addresses, and individual exceptions out of reusable FAQs. Explain the general process there and handle a specific customer's request in their support conversation.
5. Try different ways to ask
Test the direct question, a natural rewording, and a related question that needs a different answer.
For pickup, try “Where can I pick it up?”, “Can someone else pick it up?”, and “Is my order ready?” Similar wording doesn't mean they need the same information.
Check whether the matched source supports the answer needed. If nothing matches, decide whether to add an FAQ or leave the question for order-specific support. If multiple sources match, look for conflicting conditions.
A matched resource tells you what information was found. It doesn't prove which exact answer every AI platform will show. Keep your question and source result separate from any customer-facing reply you later observe.
Frequently asked questions
Will Knowledge Base add a visible FAQ page to my store?
No. Knowledge Base organizes store information and FAQs for AI shopping answers without publishing a visible storefront FAQ page. Adding those FAQs alone also does not set up the Inbox chat experience for visitors.
How can I correct an automatic FAQ answer?
Select the answer under Store FAQs and use Override. Check the underlying store settings first, and record why an override is needed so that an FAQ edit does not hide incorrect information still affecting checkout.
Does a matched resource prove what an AI assistant will tell customers?
No. A matched resource shows which information was found, without proving the exact answer every AI platform will show. Keep the test question and source result separate from customer-facing replies you later observe.
6. Use the query log to choose what to improve
The log shows the agent, question, matched source, and date, with answered and unanswered filters. Shopify says data appears only after products start appearing in AI shopping conversations. FAQ metrics
If the log is empty, you may not have enough data yet. Prepare essential FAQs and check again later. Once questions appear, group similar ones so you can improve one answer instead of creating unnecessary duplicates.
After a policy change, check the affected FAQs, overrides, and any versions maintained for other markets. Save the earlier answer and the date of the change. This is a manual review recommendation, not an automatic cross-store sync feature.
For missing product details, see our product-description guide. Keep store FAQs and chat setup as separate tasks.
