A knowledge base is a collection of your policies, product details and answers to common questions that your team, and any AI drafting replies, rely on to answer customers correctly.
Useful contents for a shop are your returns and refund policy, delivery times and costs by country, warranty terms, size guides, care instructions and how discount codes work. Write each policy once, in plain words, with the actual numbers.
An AI can only be as accurate as what you give it. If your returns window is not written down anywhere, a draft about returns has to guess, and guessing about policy is how refunds go wrong.
In Hobson, the knowledge base is what drafts answer from. Policy-heavy categories such as refunds, returns and delivery cannot auto-send until the knowledge base covers that policy. If you do not have a returns policy yet, the refund policy generator gives you a starting point.