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Create knowledge base articles

Write source material the AI agent can use to answer customers accurately.

Last updated June 25, 2026

What this guide covers#

Knowledge base articles give Letterbook the source material it needs to draft accurate customer replies.

Write articles for the decisions your support team makes repeatedly: refunds, cancellations, account access, troubleshooting, feature limits, plan differences, and escalation rules. The best article is not a marketing page. It is a clear support playbook.

Setup steps#

  1. Choose one customer problem or policy decision.
  2. Decide whether the article belongs in internal or external knowledge.
  3. Add a title that matches the words customers use or the way your team names the procedure.
  4. Explain when the article applies.
  5. Write the exact steps or decision rules your team should follow.
  6. Include examples for edge cases.
  7. Link related policies, integration setup, or escalation rules.
  8. Publish or mark the article ready when it is safe for the intended audience.

For help choosing the right audience, see Internal vs external knowledge. For customer-facing articles and source modes, see External knowledge base.

Use a consistent format:

Problem:
When customers ask this...

Check:
Look up these records or facts...

Decision:
If this is true, do this. If not, do that.

Reply guidance:
Say this clearly, avoid promising this...

Escalate:
Route to this owner when...

This structure helps human teammates and the AI reason from the same playbook.

Writing checklist#

  • One customer problem per article
  • Clear steps or decision rules
  • Current pricing, refund, and account policy details
  • Examples for edge cases
  • Data sources the AI should check before answering
  • Actions the AI may suggest, and which ones require approval
  • Escalation path for ambiguous or high-risk cases
  • Phrases or commitments the team should avoid

Examples of useful articles#

  • Refund policy for first-time refund requests
  • How to handle a customer charged after cancellation
  • How to verify account ownership before changing an email address
  • How to troubleshoot a failed integration sync
  • What to say when a feature is unavailable on the customer's plan
  • When to offer credits versus a cash refund

Keep articles operational#

Review articles whenever pricing, product behavior, billing policy, or account security rules change. If support teammates repeatedly edit the same AI draft, update the article that should have taught the AI the correct answer.