What is a knowledge base for an AI email agent?
A knowledge base is the collection of facts about your business, such as policies, prices, and common answers, that an AI agent is allowed to rely on when it writes a reply.
A language model knows how to write, but it does not know your refund policy, your opening hours, or what your product costs. The knowledge base is where you tell it. When a reply is drafted, the relevant facts are given to the model along with the email, so the answer comes from what you wrote instead of from a guess.
What belongs in one
Start with the answers you give most often. Add a short company overview, products and pricing, policies for refunds, shipping, and cancellations, a note on tone, and rules for when to hand a conversation to a person. It is just as useful to list topics the agent should never answer.
Write short, plain, factual statements. A bullet point that says exactly what the policy is works better than a paragraph of marketing copy. Keep it current: an out-of-date fact produces a confidently wrong reply.
The knowledge base in inboxr
In inboxr you can type articles in an editor or upload PDF, TXT, or Markdown files. Each article can apply to every mailbox or one mailbox, and to every agent or one agent. Only articles marked active are used. On plans that include the website chat agent, the same knowledge base answers chat visitors too.