A knowledge base for accurate AI email replies

What the knowledge base does

An AI model knows a great deal about the world and nothing about your business. The knowledge base is how you fix that. It holds the facts specific to you: opening hours, prices, refund and shipping policies, how your product works, the answers you give every week. When inboxr drafts a reply, the relevant knowledge is given to the AI as the material it should answer from.

Good knowledge is the biggest single influence on reply quality. A vague knowledge base produces careful, vague replies. A specific one produces replies you can send.

Two ways to add knowledge

Typed text

Write or paste content into the rich-text editor. This suits short policies you maintain by hand and expect to change.

File upload

Upload a PDF, a plain-text .txt file, or a Markdown .md file, up to 10 MB each. inboxr extracts the text and stores it with the article. Scanned or image-only PDFs have no selectable text, so nothing can be read from them. When that happens you see a notice after the upload rather than a silent failure.

Sample data. Names and messages are fictional.

How a draft uses it

1. An email arrives and is assigned to an agent.
2. inboxr gathers the active knowledge that applies to that mailbox and that agent.
3. That knowledge is combined with the agent's role, tone, and links, plus examples of replies you approved before.
4. The AI writes the draft from that material and is told not to invent details, prices, or promises.

There is no training step and nothing to rebuild. When you save a change to an article, the next draft uses the new version. If a draft is already waiting in the queue, use Regenerate to get one written from the updated facts.

Controls

Scope by mailbox and agent

Each article can apply to every mailbox or to one, and to every agent or to one. That is how you keep billing policy with your billing agent and out of sales replies. An agent can also be limited to a chosen set of articles. With nothing selected it uses all active knowledge.

Active and inactive

Only articles marked active are used. Switch an article to inactive to retire it without deleting it, for example seasonal hours you will need again next year.

Who can edit it

Admins can give a team member access to the knowledge base as its own area, separate from the review queue, so the person who owns your policies can keep them current without reviewing email.

A check on autopilot

The knowledge base is also part of how automatic sending is kept safe. Before autopilot sends a reply, any link, email address, or phone number in the draft must appear in your knowledge base or your agent's links, or belong to your own mailbox domain. A draft that mentions one from anywhere else is held for review. Keeping your real contact details and links in the knowledge base is what lets those replies go out on their own.

One knowledge base for email and chat

On plans that include it, the website chat agent answers visitors from the same knowledge base. You maintain your facts once. When you correct a chat reply and save the correction, it becomes a knowledge entry that improves email drafts on the same topic too. See pricing for which plans include chat.

Writing knowledge that works

• State facts plainly. "Refunds are available within 30 days of purchase" is better than a paragraph about how much you value customers.
• Use short sections with clear headings. One topic per article is easier to scope and to keep current.
• Say what not to do. "Never quote a delivery date. Give the dispatch window only." is knowledge too.
• Include the real links and contact details you want replies to use.
• Retire what is out of date. A stale price list is worse than none.

If you are starting from a blank page, the free knowledge base starter template lists the sections an email agent needs, in a format you can upload as it is.

Who it is for

Every inboxr workspace uses the knowledge base. It matters most for businesses whose replies depend on specifics: prices, policies, schedules, and procedures. The definition and background are in the glossary under knowledge base.