What AI shopping agents know about your store.

AI shopping agents now answer questions about your store before a shopper ever visits it. Shopify gives them one place to look for anything that isn't a product: the knowledge base in your admin. If a fact there is wrong or missing, the agent guesses or says nothing.

What it is

The knowledge base is the source of truth AI agents use for everything about your store except products. Shopify drafts it from your storefront and your admin settings, and groups the facts into categories:

• About the store, and brand and identity
• Company policies, with a notice for any policy you are missing
• Contact details
• Payment methods
• Fulfillment, such as international shipping, express delivery or pickup
• Returns and warranty, including your return window and refunds
• Gift services and second-hand items
• Additional facts you write yourself

Each field shows its source: a scan of your storefront, a setting in your admin, or text you entered by hand.

Set it up

1. In your Shopify admin, go to Sales channels > Agentic, then Knowledge base under Sources.
2. Start with Company policies. Add any policy the page lists as missing, in your admin, so it publishes with its source.
3. Read each category. Publish the fields that are right; switch a wrong field to Manual and write the correct text.
4. Add the questions customers actually ask as additional facts.
5. Publish, then save.
6. After you change your storefront, approve the suggested update when it appears, or request a rescan, which can take up to 48 hours.

Shopify never changes a published fact on its own. A new scan only offers a suggested update for you to approve or reject.

If you used the Knowledge Base app

The app is no longer available to install and stops working on January 15, 2027. If you had 1,000 facts or fewer, the facts you wrote or edited moved over and are already published. If you had more, they did not move, and you need to add the ones you want to keep before that date.

Either way, open the new page once and check it. Facts Shopify drafted from your storefront stay unpublished until you publish them.

What to add as facts

Additional facts are where you answer what the categories don't: how your loyalty program works, what your products are made from, whether you gift wrap. Pick the type that fits the question:

• Paragraph, for anything that needs an explanation. The agent answers in its own words.
• Yes/No, for a question with two answers, such as gift wrapping.
• Tags, for short lists such as materials or certifications.

The best list of facts to add is already in your support queue: the questions your team answers by hand every week. If Aide answers your support, its Gaps list shows exactly those questions, checked every night against your knowledge, so it doubles as a list of facts worth publishing here. Add a public page on your store as each fact's reference, so the agent can link to it.

Shopping agents and your support agent

The knowledge base answers shoppers in AI chats outside your store, mostly before they buy. After the order, questions change: where it is, whether the address can still change, how to return one item. Those need the customer's own order, which a store-wide fact can't hold.

That is the job of a support agent such as the Aide AI Agent. It answers from its own knowledge (your help center, website, Shopify products and business information) and acts on verified customers' Shopify orders. When a policy changes, update it once on your store, approve Shopify's suggested update, and re-import the page in Aide, so both agents give the same answer.