Skip to main content

KnoCommerce & Shopify Extensibility

Setting up KnoCommerce with Shopify's Checkout Extensibility.

Updated this week

Shopify's Checkout experience now uses Checkout UI Extensions, which allow you to install apps and configure them directly within your checkout editor.

Important Note: Shopify is migrating all stores to the new Checkout UI Extension experience by the summer of 2025. We strongly recommend switching to Checkout UI Extensions before that point if you haven't already.

Here's what we'll cover in this article:


Ready to get started? Let's explore how to identify if your store is using Shopify's new Checkout UI Extensions.

Identifying Extensibility Status

If you are unsure if your Shopify account has been upgraded to Extensibility, log into your Shopify store.

Then in the bottom left, go to the Settings menu, which will open up this screen. From here, select the Checkout settings in the menu on the left.

Then, at the top of the page, you should see a small box right under Checkout that describes your Extensibility Status.

Not Upgraded

If you see an Orange box with the 'Upgrade to Checkout Extensibility' label and no checkmarks, that means you have NOT upgraded to Extensibility.

If you see this notification, follow the link to upgrade to Checkout Extensibility to complete that process.

Upgraded

If you have upgraded to extensibility, then you will see a green box with the label 'Your upgrade to Checkout Extensibility is complete.'

Upgrade Your Thank You Page & Order Status Page to Extensibility

If you need to upgrade to access Checkout UI Extensions, here are Shopify's step-by-step guides to help you get started:

  • For Shopify Plus brands, here are Shopify's instructions for completing the upgrade process for the Thank You Page and Order Status.

  • For non-Shopify Plus brands, check out Shopify's instructions for completing the upgrade process.

Again, all stores will be required to move to Checkout UI Extensions by the summer of 2025, so we recommend moving as soon as possible.

Installing Checkout UI Extensions

Once you're upgraded to Shopify extensibility, you're ready to get started with KnoCommerce! Here are the two key steps for getting started:

  • Navigate to the "Surveys" page in your KnoCommerce account: https://app.knocommerce.com/main/surveys.

  • Select the survey you want to use and click the yellow 'Edit' button.

  • In the "Channels" menu, enable the Shopify checkout embedding option.

  • Make sure to publish the survey. Unpublished surveys will not display in your store.

Add KnoCommerce Checkout UI Extension

Now that you have your account and Shopify integration set up, the last step is adding your checkout extension. Here's how you can do that:

Demo

View our step-by-step demo below, or jump to "Instructions" to walk through each step in this article:

Instructions

To get the Kno Extension added to your Thank You page and/or the Order Status page, go to your Admin Settings in the lower left-hand corner of your Store Admin.

Then in the Settings modal, you'll need to choose the Checkout menu item.

Once you're in the Checkout settings, click 'Customize' to edit your live Checkout flow.

Within the Checkout Editor, make sure to select the Thank You Page or the Order Status page (not the Checkout page) as each page has its own editing screen and we do not have a survey block available on the Checkout page (see screenshot below).

Once you click the correct page (either Thank You or Order Status), also make sure that you are on the Sections menu, not the Settings menu in the top left-hand corner.

Next you'll need to click the "Add app block" button in the bottom left and you should see the Kno extension listed there.

After you click 'Add app block' and select the Kno Checkout Survey block, you'll see 'App block settings' in the left-hand menu.

Set Confirmation: The 'Confirmation screen content' will be the message that customers see whenever they complete their survey.

Lastly, click Save in the top right corner to set that Checkout profile live on your site. You're all set!

Additional Notes:

  • After you add the Kno extension block, make sure to move the Kno App block to the top of the page. We've seen up to an 80% reduction in survey responses whenever the survey is not at the top of the page, so fair warning if you decide to move the block somewhere else!

  • The 'Preview question type' and 'Preview confirmation screen' settings only affect the preview survey that is shown to the right in the Shopify Page builder. You can use those settings to preview what different question types and the survey confirmation message look like.

    • IMPORTANT: Neither of those two settings 👆 will affect how the survey displays to your customers, so you can simply leave them as-is and save the checkout flow to get your survey live.

Checkout Profile Note

NOTE: The survey questions you see in the builder preview will be different from the questions you've configured in your Kno account because they are only placeholder questions for the preview. The survey that will display live on your website will be the survey(s) you have configured in your Kno account.

Latest Version of KnoCommerce

One last thing to double-check is to make sure you're using the most updated version of KnoCommerce. This makes sure you're using our version that includes KnoCommerce Extensibility and that we have the correct data permissions on your store.

In your Shopify store, go to Settings...

Then choose Apps and Sales Channels...

Then click on Kno Post Purchase Surveys...

And lastly, click on Open App. This will either update the Kno version you're using on your store or prompt you to approve some data permissions.

Verifying Your Survey Setup

To ensure your survey is set up correctly, follow these steps:

  • Conduct a test order in your Shopify store to verify that the survey displays correctly during the checkout process.

  • Remember that the preview survey shown in the Shopify Checkout Profile is a placeholder and does not represent the live survey.

  • For additional verification resources, consult the KnoCommerce setup documentation: https://docs.knocommerce.com/en/articles/8673962-knocommerce-shopify-extensibility.

Now you're all set!

​Extensibility Actions

IMPORTANT: Not all KnoCommerce Actions will function correctly on Extensibility after adding the app block to your store.

As you migrate to Shopify Checkout Extensibility and use Actions in your current survey version, you may need to make some changes/adjustments to the Actions to avoid negatively impacting your survey display and engagement with specific questions.

How to check

  • Log in to your Survey Editor for your survey

  • Check any question with a red warning next to it, which indicates that the question/action type is not supported with extensibility

  • Adjust the survey accordingly.

Additional Notes

  • Before making any changes, please read the Survey Edits & Changes help doc to look at the specifics around changing your surveys. Essentially, you'll need to either replace the Action in your existing survey (and lose your historic Action reporting data) or clone the survey and then replace the Action (and have the data for your other questions living in two different surveys).

  • Once you've decided on how to move your Actions to be Extensibility compatible, check out our new, recently-deployed Action type to use Actions on Shopify Extensibility. Take a look at the Canvas Action for more info on how to get those actions working on your upgraded store.

Features not available with Checkout UI Extensions

Note: The video below was captured with our older interface, so be aware that some things may have changed in our interface since that point.

All of our core question types work with Extensibility, but unfortunately, some key pieces of tech will not be supported due to Shopify's available extensibility components.

We're working with them to close the gap, but in the meantime, be aware that the following features will not work with Checkout UI Extensions:

❌ Custom styling - Cannot use Kno app settings or custom CSS to change text or color scheme styling

❌ Video question types - Cannot use this question type/functionality

❌ Slider question types

❌ Dynamic confirmation screens - Cannot inject custom-built, brand-specific HTML into your survey confirmation page

Troubleshooting Issues with Survey Display

Here are some common issues and their solutions to ensure your surveys function properly:

  1. Survey Does Not Display

    • Verify that at least one survey is added in your KnoCommerce account and ensure it is published.

    • Check that the survey is linked to the appropriate Shopify channel in the KnoCommerce "Channels" menu.

  2. Survey Not Visible After Shopify Upgrade

    • Confirm that the KnoCommerce app block is properly added to your live checkout profile in the Shopify Checkout Editor.

    • Revisit your survey's publication status and Shopify checkout embedding settings in KnoCommerce.

  3. Survey Placement Issues

    • Double-check the positioning of the app block in Shopify Checkout Editor to ensure it appears in the desired location.

    • Adjust the visibility toggles and reconfirm your Shopify Extensibility settings if the placement is incorrect.

You can see a view of these live here, or watch the video below for more.

Did this answer your question?