Knowledge base

Knowledge base software that answers before you do

Write the answer once, publish it as a real help centre, and let customers — and your AI — find it before a thread ever starts.

What it is

Knowledge base software lets a support team publish help articles customers can search before they write in. inrelay includes a knowledge base with every inbox: collections of articles published as a public, indexable help centre on a custom domain, browsable from the chat widget, and read by Ask AI to answer common questions.

Looping animation: someone types a question and the answer surfaces from the knowledge base.

What it prevents is the fifth identical question of the day. Sizing, shipping times, returns — the questions that arrive over DM at midnight are almost never new ones. Without a knowledge base, every one of them costs a teammate a hand-typed reply. With one, most of them never become threads at all.

01 · Write once

How it works in inrelay

You write where you reply. Knowledge base authoring lives in the same desktop app as the inbox, so turning a good answer into a published article is a short trip, not a context switch into separate knowledge base software.

The public help centre: collections of articles, with search
  • Three levels of structure. A public help centre, collections with their own descriptions and icons, and articles inside them — each level is a real page.
  • Independently indexable collection pages. Collections carry their own metadata, so search engines treat them as pages worth ranking, not anchors on one long scroll.
  • Custom domain and SEO settings. Serve the help centre from your own domain, set per-article titles and descriptions, and preview the styling as you edit.
  • Draft and public states. Articles stay private until you publish them, so half-written answers never leak into search.
  • Search on the help centre and in the widget. Customers browse and search the same articles inside the chat widget without leaving your site.
  • Ask AI answers. Ask AI reads your published articles and answers common questions directly, with your article as the source.
  • Knowledge from wherever it already lives. Add a page, crawl a site, upload a document or paste text — sources feed the same answers without having to become published articles first.
  • Per-source control over what the bot may cite. An internal policy document can inform your team without ever being quoted to a customer.
  • Authoring stays on desktop. You write and edit articles in the desktop app — the mobile companion is for the inbox, not the editor.
The chat widget searching help articles
02 · You don’t start empty

The first thirty articles, written for you

The hard part of knowledge base software has never been the software. It is that a useful help centre is thirty pieces of writing, and the benefit only arrives once they all exist. So inrelay writes the first pass: point it at your website and it reads the pages that actually answer things — policies, FAQs, shipping and returns, docs — then produces articles and collections in your own brand voice.

They arrive as drafts, every time. You edit what only you know, delete what does not apply, and publish what is right; anything the generator could not verify from your site is marked rather than invented. After that it keeps going quietly: subjects your customers keep raising that no article covers turn up in a review queue as drafts, and an article whose source page has changed underneath it comes back with a proposed rewrite.

The whole mechanism, including what it refuses to do, is on the help centre generation page.

Generated article drafts
03 · The 2am answer

Why it matters

The failure mode this removes is repetition at your busiest hour. A question answered by an article costs you nothing at 2am; a question answered by a person costs whoever is still awake. For a team of two selling through Instagram and email, that difference is most of the workload.

There is a second effect that separate knowledge base software never gets: the articles ground your AI. When the agent drafts a reply or Ask AI answers a customer, it draws on the answers you actually wrote — your policies, your phrasing — rather than a model’s best guess. A better help centre makes every draft in the inbox better at the same time.

04 · One source, every surface

How inrelay does it differently

Most knowledge base software is a separate product bolted onto a help desk, priced as its own line item. In inrelay one set of articles serves three surfaces at once: the public help centre, the help widget on your site, and the AI — Ask AI answers and agent drafts both cite the same source of truth. Publish a correction once and every surface is corrected.

It is also included rather than sold. The free plan ships with one inrelay-branded knowledge base; every plan includes it — kept in-widget only or published as a public help centre, your choice — with Ask AI answers and the full drafting agent on every plan, governed by the reply budget you set.

05 · Set-up

Setting it up

Create your collections

Group by what customers ask — orders, shipping, returns — and give each collection a description and an icon.

Write and publish articles

Draft in the desktop app, fill in the SEO title and description, and flip each article public when it is ready.

Pick your domain and style

Serve the help centre from your own domain and preview the styling before anything goes live.

Switch on the widget and Ask AI

Let customers browse and search articles from the chat widget, and let Ask AI answer from them. The help docs walk through each setting.

06 · Close neighbours

Works with the rest of the inbox.

The knowledge base is one piece of the inrelay feature family — these are its closest neighbours.

AI COPILOT

Drafts in your voice

The agent that reads, tags and drafts replies — grounded in your knowledge base.

See the copilot → CSAT

Satisfaction surveys

Ask customers how the conversation went, and find the articles you still need to write.

See CSAT → GENERATION

Written from your site

Point it at your website and get the first thirty articles back as drafts, in your own voice.

Generate a help centre →
Start today

Answer it once, for good.

Free to start with your own inbox — every feature, no card, never per seat.

Start freeSee pricing

Questions, answered.

Is the knowledge base included on the free plan?
Yes. The free plan includes one knowledge base with inrelay branding on the help centre. Every paid plan includes it as standard — part of the inbox, not an add-on.
Can the help centre run on my own domain?
Yes. You can serve the help centre from a custom domain, and each article and collection carries its own SEO title and description, so your help content ranks under your name rather than ours.
Do I have to write all the articles myself?
No. Point inrelay at your website and it drafts the first set of articles and collections in your brand voice, reading the pages that already answer things. They arrive as drafts for you to edit and publish — nothing goes public on its own. See help centre generation.
Does the AI answer from my knowledge base?
Yes. Ask AI answers customer questions directly from your published articles, and the drafting agent uses the same articles as source material for replies. Both are on every plan, including the free one — governed by the reply budget you set.

Start running your DMs.

Give your customers faster answers and your team their evenings back.

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