A product listing answers questions about a product. Shoppers also ask an assistant about the store itself: where you ship, how returns work, how to reach you. Every Shopify store has a public endpoint AI assistants read for exactly that, and the Knowledge base page shows you what yours says. Octolift asks it the ten questions shoppers ask most and lists every answer that comes back, word for word.
These FAQs 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.
The page is one table, Store FAQs. Every question is a row, and the Type column says what the row 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: you, Octolift, Shopify's Knowledge Base app or another app. | 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. A default is replaced, never deleted. |
Suggested rows come first, because they are the ones with something to do. 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 whether that is good enough, so the row stays until your store holds an answer written for it.
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 pages and shows the sentence of yours it 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 saying so.
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.
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 written answers are read only: you still see what an assistant answers, and you change it in Shopify.
Asking is the only way to measure, so the ten questions Octolift asks show up in your Shopify FAQ query log the way any query does. 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.
Open Support in the app menu to chat with us, or email [email protected]. Tell us your store URL and the product you were looking at and we will pick it up from there.
How you appear in the Shopify catalog, how shopper questions are ranked per country, and how tracked questions work.
The permissions the app asks for, what leaves your store and where it goes, what is stored, and what happens when you uninstall.
Short answers about scoring, suggestions, AI visibility, agentic sales, plans, privacy and troubleshooting.