Getting started → Build your knowledge base
Build your knowledge base
The knowledge base is what the AI draws on to answer accurately — your policies, FAQs, and how you've handled questions before. The more you add, the better the drafts.
What you can add
- FAQ (Q&A pairs) — a customer question and your ideal answer.
- Documents — PDF, DOCX, TXT, or Markdown (policies, SOPs, product guides).
- Web pages — point at your FAQ or policy page and we fetch the text.
- Freeform notes — paste anything the AI should know.
- Imported past conversations — upload an export from your old helpdesk (CSV, JSON, or MBOX). We turn them into answers and learn your reply style.
How it's used
When drafting a reply, LzyReply pulls the most relevant entries from this inbox's knowledge base and grounds the answer in them — so it quotes your real policies instead of guessing. Each inbox has its own separate knowledge base.
Start small. Even 3–5 FAQs (shipping times, returns, where's-my-order) noticeably improve drafts. Add more whenever you notice yourself editing the same thing twice.
Importing past conversations
Upload a helpdesk export and LzyReply extracts question-and-answer pairs from your resolved threads, filters out noise, and samples your best replies as voice examples. You confirm you own the data; everything stays private to your account.