Knowledge Base

Turn unanswered questions into answers

About 1 in 4 conversations surfaces a question your store's own content couldn't answer. ShopGuide collects them, you answer once, and Shopify's Knowledge Base keeps the answer for your chat and for AI shopping agents.

Start for Free See how it works
ShopGuide knowledge gaps list with an Answer in Knowledge Base button on each unanswered shopper question
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Shoppers ask what your pages don't say

Ingredients, shipping to Hawaii, how long food keeps once defrosted. If it isn't written down, the shopper leaves with a guess.

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The same gap keeps coming back

The same missing answer comes up again and again. Without a ranked list, nobody knows which ones matter most.

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Answers live in too many places

An FAQ page, chat settings, help desk macros. Every copy drifts, and AI agents read whichever one they find.

Meet Knowledge Base

ShopGuide finds the gaps. You answer in a few clicks. Shopify's Knowledge Base keeps the answer for your chat and for AI shopping agents.

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The Gaps

Questions your content can't answer are collected in the background and stacked by topic, so repeat questions become one ranked row.

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The Answer

Answer in Knowledge Base opens the question with the shopper's own phrasing filled in. Add one or two sentences and save.

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The Loop

Your chat reads the FAQ within 10 minutes. Shopify's own AI shopping agents read the same Knowledge Base.

60-second overview

See a gap become an answer

Answer once, from the gap

Every knowledge gap has a button:

  • Answer in Knowledge Base opens a pre-filled form
  • Edit the question and write 1 to 2 sentences
  • Save to Shopify and the gap is marked resolved

Nothing is published until you save it.

Read the docs
Answer once, from the gap
Everything in one place

Everything in one place

Train your Guide shows the FAQs in Shopify's Knowledge Base app:

  • Custom FAQs you can edit or delete
  • Store facts you approved in Shopify (read-only here)
  • New answers live within 10 minutes

Your chat reads published FAQs only. Shopify's unapproved drafts stay out.

See what your chat reads

The next shopper gets the answer

Once an answer is in the Knowledge Base, the chat can use it:

  • Replies in the shopper's own language
  • Answers from your words instead of a guess
  • Shopify's AI shopping agents can use the same FAQs

Your Guide uses a new FAQ within 10 minutes.

Read the docs
The next shopper gets the answer

Why a Knowledge Base

1 in 4
conversations surface a question the store's own content couldn't answer
156
shoppers asked for one ingredient list, stacked into a single ranked row
10 min
for a saved FAQ to reach your chat
0
answers published without you pressing save

How a gap becomes an answer

A shopper asks whether you ship to Hawaii. Your pages don't say, so the chat offers to pass the question to your team.

ShopGuide records the gap. Repeat questions stack into one row, so you see how many shoppers asked. You open the gap, write two sentences, and save.

The answer goes into Shopify's Knowledge Base. Your chat uses it within 10 minutes, and Shopify's own AI shopping agents can read it too.

One answer, written once, used wherever your store answers questions.
The Knowledge Base loop: a shopper asks, ShopGuide detects the gap, you answer once, Shopify Knowledge Base stores it, and your chat and Shopify AI shopping agents use it
The loop from the overview video: ask, answer, save, reuse.

Questions? We've got answers.

Do I need Shopify's Knowledge Base app?
Yes. ShopGuide reads and writes the FAQs in Shopify's own Knowledge Base app, which is free from Shopify. Install it first, then Answer in Knowledge Base works from your knowledge gaps.
Does ShopGuide write answers on its own?
No. An answer is saved only when you press Save to Shopify. ShopGuide never publishes to your Knowledge Base automatically.
Can I edit the store facts?
Store facts you approved in Shopify appear in Train your Guide as read-only. Change them in the Shopify Knowledge Base app. Custom FAQs you add can be edited or deleted in ShopGuide.
How fast does the chat use a new FAQ?
Within about 10 minutes. ShopGuide keeps a short-lived copy of your FAQs so every chat turn stays fast.

Turn every unanswered question into an answer

Knowledge Base is built into ShopGuide. Answer your first gap in a few clicks.

Install ShopGuide See docs

Free until your chat has assisted 5 orders.

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