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Read articleShopify Knowledge Base: transition to the Agentic knowledge base
What changes with the Agentic knowledge base and how to review policies and answers shopping agents may use.
The Agentic knowledge base is replacing the Shopify Knowledge Base app. Information for answering buyer questions in AI conversations is managed in the admin's Agentic section. The previous app is no longer available for new installations.
If searching for installation instructions, first review Agentic in your store. Existing users should check data transition rather than assuming every custom answer transferred.
What changes for existing app users?
Shopify explains the transition in its FAQ documentation. The old app retires on 15 January 2027. Existing-data treatment depends on saved fact volume; check whether manual transfer of answers or corrections is needed.
Before editing, identify automatic, customised and manually added answers. Keep a reference for comparison and detecting lost nuances, especially delivery, personalised products and return exceptions.
What information to maintain
A knowledge base organises store facts for shopping agents. It is not human support chat or control over every external assistant's responses.
- Delivery: destinations, options and timing conditions.
- Returns: steps, exceptions and published-policy relationships.
- Products: compatibility, sizing, materials, care or included accessories.
- Services: personalisation, pickup or order preparation requirements.
Information should agree with product pages, checkout and policies. If three website locations contradict each other, a fourth AI-tool explanation complicates maintenance.
Write answers buyers can use
Answer the specific question first, then the important exception. Avoid “fast worldwide shipping” when timing depends on destination or product.
| Unhelpful answer | Better approach |
|---|---|
| We offer easy returns | Explain where to request returns and link the policy covering timings and exceptions |
| Compatible with everything | State tested models and information needed to check compatibility |
| We always dispatch immediately | Distinguish in-stock, manufactured and personalised orders |
Do not add nonexistent discounts, guarantees or features to sound persuasive. Accuracy also helps sales by reducing purchases based on incorrect expectations.
A practical knowledge base review
- Open Agentic and find the store knowledge base.
- Check information coming from configuration and policies.
- Correct source data where the main record is wrong.
- Review manual answers and exceptions absent from catalogue data.
- Test common and ambiguous questions: unsupported destinations, sold-out items or incompatible combinations.
- Assign ownership and repeat review when commercial conditions change.
With multiple languages or stores, check each context. A Spanish policy may not describe another market's return costs. Do not assume manual answers automatically translate or distribute.
Its relationship with SEO and AI search
A complete knowledge base improves information quality for systems using it. It does not guarantee mentions, recommendations or a particular ChatGPT or Google position.
Combine it with crawlable pages, useful product information and clear conditions. The Shopify AI search visibility guide explains the relationship; the Shopify and ChatGPT purchasing guide distinguishes discovery, conversation and checkout.
What to review after transition
Compare answers about important products and services with store publications. Include the knowledge base whenever updating timings, rates or policies. Keep a simple incident record and authoritative source for each answer.
To organise catalogue, policies and content before enabling new channels, we can review scope in Shopify consulting.
Editorial review: the Migraciones.io team · 30 October 2026. Features, plans and availability are checked against the linked sources.