Want a starting point? Get your free visibility score. Enter your store URL to see how readable your store is to AI. It takes about a minute. Then use this page to fill in your knowledge base.
If you went looking for Shopify's Knowledge Base app this week, you may have found you can't install it. Shopify's help page says it's "no longer available to install from the Shopify App Store." It has moved into the admin.
The new page lives at Sales channels > Agentic > Knowledge base. Shopify's changelog post of 26 October 2026 says it replaces the standalone app, which "will no longer be available after January 15, 2027."
What the knowledge base is for
The knowledge base holds the facts about your store that aren't about a single product. Shopify's help page calls these facts "the source of truth for AI agents for all non-product information about your store." Think returns, shipping times, contact details, gift wrapping and what your brand stands for.
When a shopper asks an AI chat a question about your store, the agent can look up your knowledge base through Shopify's Storefront MCP. The same page says your published knowledge base is public through that route and "can be used by AI channels including Shop and third-party platforms."
Set your expectations first. The same help page for the old app says it "improves the accuracy of AI responses about your store but doesn't affect how often your store appears in AI platform results." The knowledge base helps an assistant get your store right once it's talking about you. It doesn't put you in the answer.
Shopify's ChatGPT help page says there's no connection between this knowledge base and ChatGPT's Business Hub. If you claim your store in ChatGPT, add your most-asked answers there too.
If you used the old app
You probably don't need to do anything. The changelog says stores with fewer than 1,000 facts had the facts they wrote or edited moved over and published. Stores with more than 1,000 facts did not get them moved, and need to add the ones they want to keep before 15 January 2027.
Open the new page anyway and check your custom answers came across.
If you never used it
Your knowledge base is already there, half filled in. Shopify builds it from two places, according to the help page:
- Facts linked to your Shopify admin, such as your store policies and contact details. These are published as soon as Shopify creates them.
- Facts Shopify finds by scanning your public storefront. These stay unpublished until you publish them.
That second group is easy to miss. Shopify has drafted facts about your store, and AI agents can't use them until you say yes.
One exception: if your store is password protected, the scan can't read it, and the knowledge base only shows what's in your admin.
What Shopify fills in for you
Shopify sorts your facts into categories based on what AI agents are likely to ask: About the Store, Brand and Identity, Company policies, Contact, Gift services, Payment, Returns and warranty, Second hand, Fulfillment, and Additional facts.
Work through them in this order.
- Company policies. The page tells you about any missing policies here. If you have no shipping or returns policy, write one in Settings > Policies first. Everything else leans on it.
- Returns and warranty, and Fulfillment. Check the return window and the shipping options match what your policy pages say, word for word on the numbers.
- About the Store and Brand and Identity. These come from the scan, so read them closely. This is where a scan can misread you, for example calling a candle shop a "home fragrance retailer" or naming the wrong audience.
- Contact, Payment, Gift services and Second hand. Mostly yes or no.
If a scanned fact is wrong, fix the page it came from first. Each field links back to its source. Then either wait for a suggested update or switch the field to Manual and type the right answer. The help page says a scan doesn't always pick up a change, and that a rescan you request can take up to 48 hours.
What to add as additional facts
Additional facts are for questions the standard categories don't cover. Each one has a title and one of three types:
- Paragraph, for anything that needs an explanation. The agent rewrites your text in its own words.
- Yes/No, for a question with two answers.
- Tags, for a short list of values, like materials or certifications.
A good additional fact answers a question a shopper would type before buying. Keep each paragraph to two or three plain sentences. Put the number first. Link a reference page on your store that says the same thing, because Shopify's help page asks you to make sure the content on your storefront matches what you add.
The examples below are made up to show the shape. They aren't facts about any store.
For a gift or home store like our example shop, Wild Fig & Co.:
- Paragraph, "Who our gift sets are for": "Our candle gift sets are made for someone who needs a quiet night in. Most buyers send them as a thank you or a get-well gift."
- Yes/No, "Can I add a handwritten note": Yes.
For a food or supplement store:
- Tags, "Allergens we don't use": peanuts, tree nuts, sesame.
- Paragraph, "How long it keeps": "Unopened jars keep for 12 months from the date on the lid. After opening, keep it in the fridge and use within 4 weeks."
For a clothing store:
- Paragraph, "How our sizes run": "Our tees run one size small. If you're between sizes, size up. Measurements for every size are on each product page."
- Yes/No, "Do you offer free exchanges": only if you do.
For a reseller or dropshipping store:
- Paragraph, "Who makes what we sell": "We're an authorised stockist of the brands we list. Orders ship from our warehouse in Ohio within 2 business days."
Only write what's true for your store and already on your site. A knowledge base answer that disagrees with your returns page gives the agent two answers to choose from.
What not to put in it
Skip anything that belongs on a product page. Shopify describes the knowledge base as the place for non-product information, so sizes, ingredients and prices for one item stay in that product's details.
Skip sales copy. "The best candles in the world" answers nothing. "Hand-poured in small batches in Vermont" does.
Skip anything you wouldn't want public. The help page is clear that your published knowledge base is publicly available to AI channels.
Check what the assistants say
The knowledge base helps an agent answer correctly once your store is in the conversation. It can't tell you whether ChatGPT, Gemini, Claude or Perplexity bring your store up in the first place.
The free visibility score reads your public pages and checks how readable they are to AI, including crawler access, product data and store policies. It can't see inside your Shopify admin, so it doesn't read your knowledge base. The methodology page lists every check.
Related guides: Why isn't my Shopify store showing up in ChatGPT? and How to check what ChatGPT says about your Shopify store.