How to connect your FreeScout Knowledge Base to ReplyRabbit

Turn on the FreeScout Knowledge Base source and ReplyRabbit searches your published help articles for each new question. It uses the best matches to write the draft and links the most relevant article in the reply, so customers get an answer plus a page they can come back to.

It's a single switch per mailbox. For the core ReplyRabbit setup, use How to set up ReplyRabbit.

What you need

• FreeScout's Knowledge Base module installed, with at least one published article.
• ReplyRabbit Pro or Team. Knowledge base grounding is part of the paid build.
• An AI provider already set up in ReplyRabbit.

Turn on the FreeScout Knowledge Base source

1. Open the mailbox's ReplyRabbit settings

   In FreeScout, open the mailbox, go to its Settings, and choose ReplyRabbit from the settings menu.

2. Find Knowledge sources

   Scroll to the Knowledge sources card. It lists every place ReplyRabbit can look for answers when it drafts a reply.

3. Switch on FreeScout Knowledge Base

   Turn on FreeScout Knowledge Base and save. If the switch is greyed out with "Install the Knowledge Base module to use this feature", install the module first, then come back.

4. Test a draft

   Open a conversation that asks something one of your articles answers, and generate a draft. The reply should use the article's answer and link to it.

Choose a primary knowledge source

If you also use documentation sources, such as your docs site or an Outline knowledge base, a Primary knowledge source setting appears in the same card:

• Automatic (best match): leads with whichever source fits the question best, and leans on your documentation when it's a close call.
• Documentation: leads with your docs and uses the knowledge base to fill gaps.
• FreeScout Knowledge Base: leads with your help articles and uses the docs to fill gaps.

Choosing a primary source needs ReplyRabbit Pro.

What customers see

Knowledge base articles are public help pages, so drafts can quote them and link to them. That's the main difference from Outline sources, which stay internal by default. As with every ReplyRabbit draft, your team reviews the reply before it's sent.

If drafts don't link articles

• Check the article is published in the Knowledge Base module, not a draft.
• Check the switch is on for this mailbox. Each mailbox has its own setting.
• Rephrase the article title or opening lines to use the words customers use. Titles carry extra weight when ReplyRabbit looks for a match.