CRM
Build your support knowledge library
Give Customer Service your own answers and documents so drafted replies stay accurate and sound like you.
Customer Service writes better replies when it has your own material to draw on. On the Settings tab in Customer Service, scroll to Knowledge and model answers and add what your team already knows. Drafted replies reuse and adapt this content when it fits.
Add model answers
A model answer is an example reply Customer Service can reuse or adapt for similar questions. Give it a short title, like "Refund request," and paste the reply you would normally send. Add as many as you like to cover your common questions.
Upload reference documents
Upload the documents your answers live in, such as a help packet, policies, or a price sheet. You can add PDF, Word, or text files (.pdf, .docx, .txt, .md, .csv), upload several at once, or paste text directly. Customer Service reads them and pulls the right details into replies.
Pull in Knowledge Base documents
If you already keep answers in your Knowledge Base, you do not have to re-upload them. Click Browse Knowledge Base, check the documents you want, and click Add selected. Anything already added is marked Already added so you do not duplicate it.
Add your FAQ or website page
Point Customer Service at a page you already maintain. Under Add a web page, paste the URL of your FAQ or another page, give it an optional label, and click Add web page. Customer Service copies the text on that page as it reads today. It does not check the page again on its own, so when you change the page, add the same URL again to refresh it.
Keep it tidy
Every entry shows where it came from (a file, your Knowledge Base, or a web page). Remove anything that is out of date so replies always reflect your current answers.