4 min read · Pleroma Commerce · 3 sources
In short
On 26 October 2026, Shopify moved Knowledge Base into Sales channels > Agentic, where merchants can review store facts available to shopping AI agents. Storefront-scanned drafts need approval before publication, but some admin-sourced policies and contact details can already be public.
What changed
Shopify's standalone Knowledge Base app is being replaced by a page in the merchant admin. It organises non-product information such as returns, delivery, contact details, brand information and gift services so that AI shopping agents can answer questions about a business. The old app is scheduled to retire after 15 January 2027.[1][2]
The publication rules deserve attention. Facts drafted from a scan of your published storefront remain unpublished until you approve them. Information taken from Shopify admin settings, including policies and contact details, is published when Shopify creates it. A published knowledge base can be accessed by AI services through Shopify's Storefront MCP.[2]
Why it matters for European stores
For a European merchant, an AI answer about a return window or delivery destination can be as consequential as a product recommendation. An outdated policy or unsupported shipping promise could confuse shoppers. Knowledge Base cannot replace accurate customer-facing policies.
Migration depends on the old app's size. Shopify says stores with 1,000 or fewer facts had edited or additional facts moved and published automatically. Stores with more than 1,000 facts must manually add the facts they want to keep before the app retires. The Help Center describes a total limit of 1,000 facts in the new knowledge base. Do not assume that every old answer survived.[1][2][3]
How to apply it
- Open Shopify admin > Sales channels > Agentic > Knowledge base. Review the published status of Contact, Company policies, Returns & warranty and Fulfillment first. Check that your team has the necessary Agentic permissions.[2]
- Compare each answer with the live policy page and checkout experience. Test questions about returns, delivery, gift wrapping and support. Record market-specific exceptions.
- Inspect the source and reference links attached to each fact. Correct stale information at its source or switch a field to Manual, then maintain a public supporting URL. Shopify warns that changing a source can remove its original references.[2]
- Approve only accurate suggested updates. Add missing information as an Additional fact, choosing Paragraph, Yes/No or Tags as appropriate. Publish the relevant field deliberately; an unpublished scan result is not available to agents.[2]
- If you used the old app, verify migrated facts now. Prioritise any missing overrides before 15 January 2027, and assign an owner to recheck the knowledge base after policy or delivery changes. A requested rescan can take up to 48 hours.[1][2]
The practical goal is accurate, traceable answers, not a promise of better AI rankings. If your store needs connected AI workflows beyond a knowledge base, see Pleroma's AI Automation service.
Sources
- Shopify Changelog, “Knowledge base is now built into your admin”, 26 October 2026. https://changelog.shopify.com/posts/knowledge-base-is-now-available-in-your-admin
- Shopify Help Center, “Answering customer questions with your knowledge base”, accessed 28 October 2026. https://help.shopify.com/en/manual/online-sales-channels/agentic-storefronts/knowledge-base
- Search Engine Journal, “Shopify Retires Knowledge Base App, Moves AI Agent Facts To Admin”, 27 October 2026. https://www.searchenginejournal.com/shopify-ai-agent-knowledge-base-admin/594551/