The Customer Portal lets you offer a full self-service knowledge base for your store. Customers can browse articles, search for answers, and find help without contacting your support team — and it can be linked directly from your website and chat widget.
Getting started
To set up your Customer Portal:
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Go to Tools → Customer Portal.
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Click on Add portal.
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Enter a name and choose the hosting mode:
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Hosted on Shopify: the portal runs inside your store, at your store address followed by
/apps/help. After creating it, add/apps/helpto your store menu so customers can find it. - Standalone subdomain: the portal gets its own address. You can add a custom domain later.
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Hosted on Shopify: the portal runs inside your store, at your store address followed by
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Click on Create portal.
Open the portal from the list. From its sidebar you can:
- Write your first article: go to Help articles and click Add article.
- Organize with categories: go to Categories and click Add category.
- Add languages: go to Languages.
- Match your brand: go to Branding to set the logo, colors, fonts and the sections on the home page.
- Set the address: go to Deployment to change the portal name, the hosting mode and, for a standalone portal, the custom domain.
- See the live portal: click View portal at the top of the page.
Who can manage the portal
Administrators and Managers can open Tools → Customer portal, write and publish articles, and change the portal's settings. Agents don't see the Customer portal. There is no separate role for publishing articles only.
Good to know
- A help center is included in every plan on our pricing page, Free too.
- Your articles are also knowledge for the AI agent, whether or not your store links to the portal. If you only want them as AI knowledge, keep them as drafts. The AI agent uses drafts, and drafts are not listed on the portal.
- Portal articles are not added to your Shopify store's own search. The portal has its own search box on its home page. It searches article titles.
Next steps
Once your portal is set up, explore these guides to make the most of it:
- Organizing articles with categories: group articles so customers can browse by topic.
- Adding multiple languages to your Customer Portal: serve customers in their own language.
- Customizing your Customer Portal: logo, colors and the sections on the home page.
- Setting up a custom domain for your Customer Portal: use your own address, such as help.yourbrand.com.
- Linking your Customer Portal from your website or Shopify store: links to the portal and back to your store.
- Linking your Customer Portal from the chat widget: show articles inside your live chat.