The Knowledge base shows what AI assistants answer when a shopper asks about your store itself: where you ship, how returns work, how to reach you. Octolift asks your store the ten questions shoppers ask most, lists every answer word for word, and helps you write the ones that are missing.
What is the Knowledge base?
A product listing answers questions about a product. Shoppers also ask an assistant about the store. Every Shopify store has a public endpoint AI assistants read for exactly that, and the Knowledge base page shows you what yours says.
These answers are not shown on your storefront. There is no FAQ page and no accordion: they are what AI assistants and Shopify’s own agents read when a shopper asks about your store, so they only ever appear inside an assistant’s answer.
How do you read the list?
The page is one table, Store FAQs. Every question is a row, and the type says what it is:
| Type | What it means | What you can do |
|---|---|---|
| Suggested | A question shoppers ask that your store holds no answer written for. It reads No answer yet. | Press Answer to write one. |
| Custom | A question and answer your store holds, whoever wrote it. | Edit it or remove it. |
| Default | What Shopify answers from your store settings and policies without a written answer. | Edit it to put your own answer over it. |
Suggested rows come first. A question can stay Suggested even when your store answers something similar: asked whether shipping is free, a store often replies with its list of shipping countries, which does not answer the question. Octolift does not guess on your behalf, so the row stays until your store holds an answer written for it.
How do you write an answer?
Press Answer on a Suggested row, or Add FAQ for a question of your own. Write the answer yourself, or press Draft this from my pages: Octolift drafts it from your own published policies and shows the sentence each draft came from. Where your pages do not answer the question, it says so and drafts nothing, because an assistant quotes this to a shopper as your store’s own word.
Nothing reaches your store until you press Save to my store. After a save, the page asks your store again, so the list shows what an assistant now gets.
Where are the answers saved?
In your own store, in the same place Shopify’s Knowledge Base app keeps FAQs. They belong to your shop and to no app: uninstalling Octolift leaves every answer in place, and assistants keep reading them. On some stores that place does not accept writes from apps; the page then says the answers are read only, and you change them in Shopify.
Why do Octolift’s questions appear in your FAQ query log?
Asking is the only way to measure, so the ten questions Octolift asks show up in your Shopify FAQ query log like any query. They are ours, not your shoppers’. If you read that log to learn what people ask, skip the runs of ten identical questions that arrive together.
For the product side of the same work, see AI rankings.