Knowledge base and AI replies

The knowledge base is what your workspace knows: opening hours, delivery timelines, return policy, pricing rules, the answer to the question you've typed out three hundred times.

AI features are available on Growth and Scale.

Adding knowledge

Add entries in Knowledge base. Each is a piece of information written the way you'd want it said to a customer.

You can also save a message straight from a conversation — when a colleague writes a particularly good explanation, keep it rather than losing it in the thread. Images can be saved too; the text is read out of them first.

What it's used for

Knowledge feeds replies drafted from what you've actually told it, rather than something invented. The more specific your entries, the better the answers.

Suggestions in the inbox

Where enabled, a suggested reply appears in the conversation. Review it before sending. You can dismiss it, or edit it first — it's a draft, not an outbox.

If you already have text in the composer, accepting a suggestion asks before replacing your draft.

Writing entries that work

Be specific. "Delivery is 2–3 working days in mainland UK, 5–7 for the islands" is useful. "Delivery is fast" is not.

Keep it current. A confidently wrong answer about a price is worse than no answer. Review entries when things change.

Write it as you'd say it. Entries land close to how they're written, so a stiff entry produces a stiff reply.

What it won't do

It won't invent a policy you haven't given it, and it isn't a substitute for a person on anything sensitive — complaints, refunds, or anything where being wrong costs you a customer. Keep those human.