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Knowledge Base

The knowledge base is where you teach your AI what to say. Add articles about your policies, FAQs, and anything else customers commonly ask about.

Adding Articles​

  1. Go to Inbox Settings → Knowledge Base
  2. Click Add Article
  3. Enter a title (e.g., "Shipping Policy")
  4. Write the content — the information you want the AI to use
  5. Click Save

Tips for Writing Good Articles​

  • Use clear titles — if a customer asks "What's your shipping policy?", an article titled "Shipping Policy" will match perfectly
  • Include all the details — the more information you provide, the better the AI can answer
  • Write naturally — write like you're explaining something to a customer
  • Think about variations — mention different ways customers might ask about the topic

Example​

Title: Shipping Policy

Content:

We offer free standard shipping on all orders over $50.
Standard shipping takes 5-7 business days.
Express shipping is available for $12.99 and arrives in 2-3 business days.
We ship to all 50 US states. International shipping is not available at this time.
Orders placed before 2 PM EST ship the same day.

How the AI Uses Your Articles​

When a customer asks a question, the AI searches your knowledge base to find the most relevant article. If it finds a strong match, it uses that article to craft a response. If it's not sure, it'll let the customer know and offer to connect them with your team.

The better your articles cover your common questions, the more your AI can handle on its own.

Managing Articles​

  • Edit articles when your policies change
  • Delete articles that are no longer relevant
  • Keep articles up to date so the AI always has accurate information