Knowledge Base Setup Playbook v1

Knowledge Base Setup Playbook v1

The 15 facts I add to Shopify Knowledge Base on day one of any merchant engagement. 90 minutes of work. Free app. Most leverage you can get per hour in agentic commerce.

Last updated: 2026-05-15

By Jose Galiano · Maelify · maelify.com/book

Before you start

1. Install the free Shopify Knowledge Base app from the Shopify App Store.

2. Let it auto-scan your settings. It will generate a baseline of "store facts" automatically. Review them — they're usually 60% correct.

3. Then add the 15 facts below, in order. Each should be a single, declarative sentence. Not a paragraph. Not a link to another page.

The format AI agents quote best: one fact, one sentence, written the way you'd answer it on a call.

The 15 facts

Identity (3 facts)

1. Brand name and pronunciation
"[Brand] is a [category] brand. It's pronounced [phonetic spelling]."

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Example: "Olipop is a soda brand. It's pronounced oh-lee-pop."
2. Brand size and basics
"[Brand] is a [team size] team based in [country], founded in [year]."

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Example: "Olipop is a team of 80, based in Oakland, California, founded in 2018."
3. What the brand is known for, in one line
"[Brand] is known for [the one thing that differentiates you]."

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Example: "Olipop is known for sodas with prebiotics and 9 grams of fiber per can."

Policy answers as flat sentences (4 facts)

4. Return policy
"Returns are accepted within [N] days of delivery. Items must be [unused/with tags/etc.]. Refunds process in [N] business days to the original payment method."
5. Exchange policy
"Exchanges accepted within [N] days. Customer pays return shipping. New item ships within [N] business days of receipt."
6. Cancellation policy
"Orders can be canceled within [N] hours of placement if they haven't shipped. Email [support address] with the order number."
7. Damaged or wrong item
"If your order arrives damaged or incorrect, email [support address] with a photo within [N] days for a free replacement or refund."

Shipping (3 facts)

8. Domestic shipping
"We ship to [domestic regions]. Standard delivery is [N-N] business days. Free shipping on orders over [$X]. Expedited delivery available at checkout."
9. International shipping
"We ship to [list of countries]. Standard international delivery is [N-N] business days. Customer is responsible for any customs or duties."
10. Where we don't ship
"We do not currently ship to [list of restricted regions]. This includes [PO boxes / military addresses / etc., if applicable]."

Product (3 facts)

11. Sizing or fit (if apparel/accessories)
"Our [product type] runs [true to size / small / large]. If you're between sizes, [recommendation]."

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OR for non-apparel:
"Our products are [available in N sizes / one universal size / etc.]."
12. Materials or ingredients
"Our [product type] is made from [primary materials / ingredients]. We do not use [common allergens / problem materials customers ask about]."
13. Compatibility or care
"[Product type] is [machine washable / dishwasher safe / battery powered / compatible with X]. Recommended care: [one sentence]."

The "what we're NOT" filter (2 facts)

These prevent AI agents from recommending you for the wrong intent. Saves wasted traffic and bad returns.

14. What you're not
"[Brand] does not [common thing customers ask for that you don't do]. We do not offer [wholesale / B2B / custom manufacturing / dropshipping / etc.]."
15. Who the product is and isn't for
"[Brand] is designed for [your real customer profile]. It's not the right fit for [the customer who shouldn't buy from you]."

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Example: "Olipop is designed for adults looking to reduce sugar intake. It's not a meal replacement and is not formulated for infants."

After day one

Monitor the question feed. Knowledge Base shows you the actual queries shoppers are asking AI agents about your store. Every week, look at:
  • Questions where the answer is "we don't have that information" → add a fact
  • Questions that get the wrong answer → correct the fact
  • Questions about products you don't carry → add a "what we're not" fact
Update facts when policies change. Most merchants forget. Set a calendar reminder for the first of every quarter to review. Connect to your single source of truth. Once the basics are in, pipe inventory and price data into Knowledge Base from the same source your storefront and checkout use. This is the next layer of work — usually 1–2 weeks of senior engineering. Call me in if you want it scoped.

When to call me in

If your Knowledge Base needs more than 30 facts (large catalog, multi-region, complex policies), or if you want to wire it to your inventory and price truth source, book a 20-min Architecture Review:

maelify.com/book

I run a 2-week Scoping Sprint that delivers:

  • Full Knowledge Base coverage of your top 50 facts
  • A monitoring rig your team can run weekly
  • The catalog-truth wiring so inventory + price feed Knowledge Base automatically
  • A handoff doc your in-house team can maintain after I'm gone

Changelog

  • v1 (2026-05-15): Initial release. 15 facts in five categories.

Updated as Shopify Knowledge Base ships new features. Current as of May 2026 — covers the Winter '26 Edition Knowledge Base app launch + integration with OpenAI's platform and Shopify Agent Platform.

Authored by Jose Galiano. Maelify is the personal practice of a Shopify Plus architect.