How to govern Chatbase
Custom chatbots trained on your own content that answer customers, and the checks that keep them honest.
Chatbase · Reviewed quarterly, and when the vendor ships a capability change or a customer declares the tool · Last reviewed 16 Oct 2026
Governance change Reviewed the changelog from 21 September to 7 October. The agent can now create Shopify orders from WhatsApp, Instagram, Messenger and web chat, prepare exchanges for one-click approval, and create replacement orders. Chatbase can be managed from Claude or ChatGPT through MCP with permissions capped at the person's role. Backstage reconfigures the agent and builds custom actions with approval, Procedures define multi-step workflows such as refunds, and agent-level permissions limit which agents a team member can reach. Full changelog ↓How Chatbase is used
We see one common way businesses use Chatbase, and we govern it on its own terms. If your team uses it differently, that is fine: you describe the use in your own words and Certrak works out the governance from what it actually does.
Customer-facing chatbot or automated support
Consequence to people: HighInteracting with customers directly, without a person reviewing each response
Governing Chatbase in practice
- Name one person who owns Chatbase in your business. Governance starts with a name.
- Write down what Chatbase is used for. Certrak recognises one common use: Customer-facing chatbot or automated support. Yours may differ; write down yours.
- Decide what Chatbase may and may not be given. Personal information is in scope for some uses; write the boundary down before it is needed.
- There is no human review of outputs. Decide whether that is acceptable for each use, and what would make you change it.
- Chatbase can send messages outside the business, make or change bookings, orders, or payments and create, change, or delete records in another system without a person approving. Record which of these you allow, and who can change that.
- Look at this again every month, and sooner on any of these: industry incidents, vendor model updates, autonomy level changes and data classification changes.
What changed, and how Certrak responded
We record every check here, including the ones that changed nothing. A check that found no governance change proves we looked.
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Governance change Scheduled review
Do more with Shopify in Chatbase
Chatbase shipped it 23 Sep 2026.
Reviewed the changelog from 21 September to 7 October. The agent can now create Shopify orders from WhatsApp, Instagram, Messenger and web chat, prepare exchanges for one-click approval, and create replacement orders. Chatbase can be managed from Claude or ChatGPT through MCP with permissions capped at the person's role. Backstage reconfigures the agent and builds custom actions with approval, Procedures define multi-step workflows such as refunds, and agent-level permissions limit which agents a team member can reach.
How Certrak responded: Where Chatbase runs a customer chatbot, it can now take orders and change orders on a customer's behalf, not only answer. Owners are asked whether Shopify actions or Procedures are enabled; if they are, the system is treated as transacting and changing records, and the matching controls apply.