Managing your store FAQs using the Shopify Knowledge Base app

You can use the Shopify Knowledge Base app to get insight into what customers are asking about your store, view automatically generated facts about your business, and customize answers or add your own Frequently Asked Questions (FAQs). This information acts as a data source that AI agents can use to generate responses.

FAQ considerations

Review the following examples of information that the Shopify Knowledge Base app uses to generate facts about your store:

• Language settings: Which languages your store is available in.
• Customer account settings: What options customers have, such as the ability to submit return requests or pay with store credit.
• Shipping and delivery settings: What countries you ship to and whether you offer pickup in store.
• Return rules: Details about your return policy and rules.

When setting up FAQs, focus on the following key areas:

• Store policies and settings:
  • Review the automatically generated FAQs about your shipping, returns, and other store policies.
  • Update your store's source information if the generated content needs improvement.
  • Customize answers to provide additional context when needed.
• Customer-focused content:
  • Review the FAQ query log to identify common customer questions.
  • Create FAQs that address specific customer inquiries.
  • Add content that highlights your brand's unique features and differentiators.

Add a new FAQ

You can add a new FAQ when you have a specific question you want AI shopping agents to be able to answer.

Steps

1. From your Shopify admin, go to Apps > Knowledge Base.

2. Click Add FAQ.

3. In the Question field, enter the question that you want to create an answer for.

4. In the Answer field, enter a brief 1-2 sentence answer to the question.

5. Click Save.

Add answers to top unanswered questions

You can add an answer to a suggested FAQ to provide more context to common customer questions.

Steps

1. From your Shopify admin, go to Apps > Knowledge Base.

2. In the Top unanswered questions section, hover over the question that you want to create an answer for, and then click Answer.

3. Optional: In the Question field, edit the question to provide more details or specific information.

4. In the Answer field, enter a brief 1-2 sentence answer to the question.

5. Click Save.

6. In the FAQ created. What's next? banner, you can choose to add another FAQ, or click View recommendations to go back to the overview page.

Managing existing FAQs

You can edit or delete an existing FAQ that you previously created or that was automatically generated for your store. This can be helpful in making sure AI shopping agents are providing the most up-to-date information about your business.

You can use the following filters to preview existing FAQs in the Store FAQs section of the Shopify Knowledge Base app:

• All: Displays all existing FAQs.
• Default: Displays all FAQs that were automatically generated using your store's information.
• Custom: Displays all FAQs that you or your staff created manually.

If a FAQ was automatically generated from your store's information, then you need to override the source to edit the FAQ.

Edit an existing FAQ

1. From your Shopify admin, go to Apps > Knowledge Base.

2. In the Store FAQs section, click the FAQ that you want to edit.

3. Edit the FAQ in the following ways:

   • If the FAQ was automatically generated from your store's information, next to the information source, click Override, and then edit the answer.
     • If you no longer wish to override the original source, click Return to default.
   • If you created the FAQ manually, then edit the text in the Question or Answer fields, and then click Save.

Delete an existing FAQ

You can delete an existing FAQ that you manually created. Deleting a FAQ is permanent and can't be undone.

You can't delete an automatically generated FAQ. If you want to change the answer to an automatically generated FAQ, then update the information source or edit the existing FAQ instead.

1. From your Shopify admin, go to Apps > Knowledge Base.

2. In the Store FAQs section, select the FAQs that you want to delete.

3. Click Delete FAQs.

Test your knowledge base

You can ask test questions related to your business and preview which resources are matched to provide an answer. If there is no match, then you can add a new FAQ that provides an answer to the question. Test questions have the Test badge to differentiate them from real customer questions.

Steps

1. From your Shopify admin, go to Apps > Knowledge Base.

2. In the FAQ query log section, click Test your knowledge base.

3. In the Test your shop's knowledge… field, enter the question that you want to test, and then click Send.

4. In the Query section, any identified resources that contain an answer to the test question displays under Matched to:

   • If no match was found for the question, then it displays Unanswered.
   • If a match was found, then it displays the relevant resource.
   • If more than one match was found, then it displays a number. You can click the number to view the list of matched resources.

Managing multiple stores and languages

The Shopify Knowledge Base app operates independently for each store in your business. If you have multiple storefronts, then you can perform the following tasks:

• Set up the Shopify Knowledge Base app for each store separately
• Maintain consistent branding and core information across stores
• Create market-specific FAQs that address regional questions