Email Knowledge Base Template
An email knowledge base is the written set of facts, policies, and tone rules that replies are drawn from. This free template gives you the sections to fill in: company overview, products and pricing, policies, FAQs, tone, escalation rules, and topics to never answer. Download it as Markdown and edit it in any text editor.
What is in the template
Seven sections, each with fill-in prompts. Replace the lines in [square brackets] with your own details and delete anything that does not apply.
- Company overview. Who you are, what you sell, who you sell it to, your hours, and how customers reach you.
- Products and pricing. Each product or plan: what it is, the price and billing period, what is and is not included, and how to buy.
- Policies. Refunds, shipping and delivery, and cancellations, written as the exact rules you follow, with time limits.
- Frequently asked questions. The questions you answer most, in the customer's words, with the full answer you would give.
- Tone guide. How you greet people, how you sign off, words you use and avoid, and how you respond when someone is upset.
- Escalation rules. The situations that should go to a specific person, who that person is, and what the customer hears meanwhile.
- Topics never to answer. What must not be answered from the document, such as legal advice or unwritten pricing, and what to say instead.
Download the template
A single Markdown file. It opens in any text editor and pastes cleanly into most documentation tools.
Download template (.md)Free, no signup, no email address needed. The file is yours to edit and share.
Using inboxr? The inboxr knowledge base accepts typed articles and uploaded .md, .txt, and .pdf files, so you can upload the finished template as it is. See how the knowledge base works.
How a good knowledge base improves AI drafts
An AI email agent does not know your prices, your refund window, or how you like to sign off. It writes from what you give it. When the facts are written down, a draft can quote them. When they are missing, the best a careful agent can do is hand the email back to you, and a careless one will guess.
That makes the knowledge base the part of the setup you control most directly. Three things matter:
- Exact facts. "Refunds within 30 days of purchase, to the original payment method" can be repeated safely. "We are flexible on refunds" cannot.
- One topic per heading. A clearly labeled section on shipping times is easier to find and quote than the same facts scattered through a long page.
- Clear limits. Listing what should never be answered, and who those questions go to, is as useful as the answers themselves.
How to fill it in
- Start with section 4. Open your sent mail, find the ten questions you answered most last month, and write each answer out once, properly.
- Add your prices and your refund, shipping, and cancellation rules with their exact time limits.
- Write the tone guide last, and paste in one real reply you are proud of with personal details removed.
- Whenever a reply needed a fact that was not in the document, add it. The knowledge base should grow from real email, not from guesses about what people might ask.
Who the template is for
Anyone who answers customer email: a founder handling support alone, a small team sharing an inbox, or a business setting up an AI email agent. It is just as useful for onboarding a new teammate as it is for grounding AI drafts, because both need the same thing: your answers, written down.
The template is a starting structure. What goes in it is yours to write and keep current. Everything runs in your browser, and inboxr does not store what you enter.
Common questions
What is an email knowledge base?
A written reference of the facts, policies, and tone guidance your replies should follow. People use it to answer consistently, and an AI email agent uses it as the source for its drafts.
What format is the template?
Markdown, a plain text format that opens in any editor and pastes cleanly into most documentation tools.
Can I upload the finished template to inboxr?
Yes. The inboxr knowledge base accepts typed articles and uploaded .md, .txt, and .pdf files, so a completed copy of this template can be uploaded as it is.
How long should a knowledge base be?
Long enough to answer the questions you actually receive. Start with the ten questions you answer most, your prices, and your refund and cancellation rules, then add to it whenever a reply needed a fact that was missing.
How often should I update it?
Whenever a price, policy, or product detail changes. An out-of-date knowledge base produces confident wrong answers, from people and from AI alike.
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