The Knowledge base is where your team writes down how it sells — who you sell to, what you offer, what you never promise. AI drafts to your leads follow it. A page there does nothing on its own, though: the AI follows only the article you link, as the workspace default or on a campaign.
Where it is
Open Knowledge base in the AB Sales menu (the page is at /crm/{workspace}/knowledge). It is your workspace’s own wiki (a set of linked pages your team writes together, with every earlier version kept): create pages with New document, nest them in folders, and edit them as you would any document.
What follows it
Two kinds of AI draft read the article before they write:
AI reply drafting
Replies the Agent drafts when a lead writes back, switched on under AI reply drafting in the Agents tab’s settings.
Generate with AI
An email you write to a lead and click Generate on. Underneath, the composer says which article it followed: Written to follow the Knowledge base article “…”.
The AI takes the article as your approach — what to say, what to offer, what to avoid — not as text to paste. It does not quote it word for word and never tells the lead it exists. The article does not change what a draft costs you.
Which article a draft follows
- If the lead is in a campaign that names an article, that article. A lead is only ever in one campaign, so there is no tie to break.
- Otherwise, the workspace default — for a lead in no campaign, or in a campaign left on Workspace default.
- Otherwise, none. The draft is written as before, without your approach.
Set the workspace default
- Open the Agents tab and click Settings.
- In the Knowledge base section, choose the article under Default article (or No default article to clear it). The list appears once the Knowledge base has at least one page; before that, the section links you to it.
- Click Save settings.
Give a campaign its own
Edit the campaign on the Agents tab and choose its Knowledge base article. Leave it on Workspace default (…) unless that campaign pitches differently — a campaign for a different product, say, or a different market.
What the AI actually reads
| Rule | What it means for you |
|---|---|
| The first 4,000 characters | Formatting is stripped and the rest is cut. Put the approach at the top; a long handbook loses its end. |
| The latest version, at draft time | An edit applies from the next draft written. Drafts already written are not rewritten. |
| Linked by its path | The link is the page’s place in the Knowledge base, not one saved version, so editing the page or retitling it keeps it linked. |
| A page that is gone is not replaced | If the linked page is deleted or moved elsewhere in the tree, the picker shows Article no longer in the Knowledge base, and drafts follow no article — a campaign whose article is missing does not fall back to the default. Choose another one. |
| A failed read never fails a draft | If the article cannot be read for any reason, the draft is written without it rather than not at all. |
Start from the starter playbook
An empty Knowledge base offers Start from a sales playbook. Click Add the starter playbook and it writes six short pages, in the language you are using AB Sales in: an overview, then Who we sell to, Qualifying, First contact, Follow-up rhythm and Handling “no”. They are a starting point to edit into your own — nothing is written until somebody clicks, and nothing is added once the Knowledge base has a page. Prefer a blank page? Click New document instead.
It stays in AB Sales
An AB Support desk can answer customers from another workspace’s wiki, and AB Talent’s help desk quotes a company handbook to every employee. An AB Sales Knowledge base is never offered as either. A sales playbook is written for your team, and those two would quote it to customers and staff. If you want the same text in both places, copy it into the other product’s own wiki.
Using it from an AI assistant
If you connect an AI assistant such as Claude or ChatGPT to AB through MCP (a standard way for an assistant to use your AB data with your permission), five tools work on the Knowledge base. They name articles by path, the same way campaigns do.
| Tool | What it does |
|---|---|
ab_crm_list_knowledge | Lists every article by path, the default article, and which article each campaign follows; a link to a page that is gone is marked missing. |
ab_crm_get_knowledge_article | Reads one article in full. |
ab_crm_create_knowledge_article | Adds an article. Drafts follow it only once it is linked. |
ab_crm_update_knowledge_article | Changes an article, keeping the earlier version with the reason for the change. |
ab_crm_set_knowledge_article | Sets the workspace default, or a campaign’s own article; an empty path clears it. This changes every later draft to the leads it covers, so the assistant is told to confirm with you first. |
Arguments and examples are in the MCP tools reference.