Where was Knowledge base before?
It was a separate Shopify app, launched on 16 May 2025. Shopify announced its move into the admin on 26 October 2026. The old app closes on 15 January 2027.
Shopify describes the new page as one place to review, edit and publish facts for AI agents. Keeping it alongside its AI sales tools makes those answers easier to manage. Read Shopify’s announcement.
Your store facts now have a place in the admin.
- 01 / SHOPIFY ADMINSales channelsOpen your store’s sales channels.
- 02 / CHANNELAgenticOpen the Agentic channel.
- 03 / REVIEWKnowledge baseCheck the facts, sources and publication status.
What are AI agents?
They are digital assistants that can help someone research a purchase and, depending on the tool, take steps towards buying. A customer might ask where you deliver or how returns work.
Knowledge base provides public facts about your business, not private customer data such as names, orders or payment details.
You may see MCP, short for Model Context Protocol. It is a standard way for an AI tool to ask another system for information. You don’t need to set it up to check your facts. Shopify’s Ask MCP guide explains more.
Where do the facts come from?
You may have facts even if nobody typed them into Knowledge base:
- Your published website. Shopify can draft facts from these pages. New drafts wait for you to publish them.
- Your Shopify settings. Some facts based on admin details may already be published. Check their status.
- The old app. Eligible answers your team added or changed moved across and were published.
There is no single date when every fact was last checked. An answer could come from an old website page or information added since the app launched in May 2025. Moving it doesn’t make it current. Check the source and compare it with what you offer today. Shopify explains sources and publication here.
Do you need to act before 15 January 2027?
The deadline is for the old app closing. Your store won’t stop working, but some businesses need to keep their answers before that app disappears.
| Your previous setup | What to do |
|---|---|
| Up to 1,000 facts | Shopify moved and published the answers you added or changed. Check they are still correct; no need to copy them again. |
| Over 1,000 facts | Add the answers you want to keep to the new Knowledge base before the deadline. Shopify says it emailed affected stores. |
| Never used the app | There is nothing to transfer. Review any facts Shopify has prepared in the new page. |
You don’t need 1,000 facts to use it. A few are fine. This threshold concerns the transfer and limit on additional facts, not products, customers or store size.
Check the old app and Shopify’s migration email to see which group applies. If the count or transfer is unclear, Shopify Support or our team can help. See the migration guidance.
Which facts should you check first?
- 01DeliveryDestinations, charges, services and delivery times.
- 02Products and servicesSubscriptions, fitting, repairs or care. Gifting only if you offer it.
- 03Returns and supportHow returns work, contact details and opening hours.
Keep your product listings accurate too. Knowledge base does not replace your catalogue.
Two pages. Two different delivery answers.
“Mainland UK only”
“All UK addresses”
Agree one current answer.
We can spot the differences for you, then help update the pages and facts once you confirm the right answer.
How often should you update it?
Update it when delivery, policies, services or contact details change. Our recommendation is a quick monthly check and a fuller quarterly review. Important changes should go in straight away.
We can handle this through your retainer or discuss a separate quarterly support package, including store performance and optimisation checks. You choose what we cover; no retainer required.
What about different plans or headless stores?
On Basic, Grow, Advanced or Plus, check Sales channels > Agentic in your admin. If you can’t see Knowledge base, we can help confirm access with Shopify. Individual AI sales channels have their own eligibility requirements.
For headless stores, including Hydrogen, the website is built separately from a standard Shopify theme. We check how its content connects to Shopify rather than assume it has copied across. Shopify also documents Knowledge base for its Agentic plan with an external storefront.
Why does this matter for AI search?
Shopify reports 197% growth in AI referrals year on year in Q2 2026. Organic search remains larger, but AI is a channel worth preparing for as you plan for 2027. See the research.
Knowledge base is one part of the picture. Our GEO and AEO audit tests how AI tools find and describe your store, then gives your team a shared plan to improve. See the sample report.
Let us find the answers that disagree
Cross checking pages and facts takes time. We can compare the relevant pages with Knowledge base, show you where answers conflict and help update them. Your team confirms the business details; we handle the checking and changes.
A few questions you might have
Should we publish every draft?
No. First check that the answer is relevant, correct and consistent with your website.
Will editing a fact update our website?
Treat these as separate updates. Check and update the original page as well as Knowledge base.
What if the published information is wrong?
Correct it or unpublish it while you check. Review the source page too, so the same mistake does not remain elsewhere.
We don’t know whether anyone used the old app. What now?
Check installed apps, the new Knowledge base page and Shopify’s migration emails. We can help work out what has carried across.
Will this guarantee AI recommendations?
No. Publishing accurate facts helps connected tools answer questions, but they decide what to show.
Do we need the full GEO and AEO audit?
Not to use Knowledge base. A focused review may be enough. The wider audit tests how your store appears across AI search.