A reply is only as good as the facts behind it. ReplyPen does not guess from general knowledge: it reads your own material, and the Check note under each Draft shows which of it a reply relied on.
Which sources does ReplyPen start with?
The three every business already has:
| Source | What ReplyPen takes from it |
|---|---|
| Your mailbox | The replies you already sent: your tone, and how you answered common questions before |
| Your website | Product, shipping, pricing and policy pages, read from its public pages during setup |
| Your help center | Your published articles, connected during setup |
With these three, most repeat questions (orders, delivery, returns, pricing, how-to) get a Draft that matches what you already publish and what you told the last customer.
Which help centers work?
Help centers hosted on Zendesk, Intercom, Help Scout and Freshdesk. You connect yours during setup and ReplyPen reads its published articles. Nothing is installed in your help center and nothing in it changes.
Can you add files?
Yes. Upload the documents a good answer sometimes needs and that are not on your website: price lists, policies, product manuals, terms for business customers.
Which tools can you connect?
During setup you pick the tools you use; you connect them later, when you are ready. Once connected, ReplyPen can read from:
- Store and billing: Stripe, and Shopify once its app review is done (not available yet)
- Customer records: HubSpot, Salesforce
- Documents and notes: Notion, Google Drive, Google Docs, Google Sheets
- Team and calendar: Slack, Google Calendar
- Support content: Zendesk, Intercom (help content as knowledge)
- Code: GitHub
A connected tool adds facts your help center cannot hold, such as the details of one customer’s order or invoice. ReplyPen drafts inside Gmail and Outlook only: connecting Zendesk or Intercom adds their content as knowledge, it does not draft inside those inboxes.
Can a software company connect its code base?
Yes. Connect GitHub and ReplyPen can read your code base, so Drafts can explain how your product actually behaves, not only what the help center says. Access is read-only. This is part of ReplyPen for B2B SaaS; see support answers grounded in your code base for how it works.
Does ReplyPen change anything in these sources?
No. ReplyPen only reads your sources. It does not edit your help center, your website, your files or your tools. The one thing it adds is Drafts in your mailbox, and it never deletes anything there.
What if a source is wrong or out of date?
Fix it at the source. The Check note shows which help article, website page or past email a Draft relied on, so an outdated page shows up before your customer sees it. When you correct a Draft instead, ReplyPen learns from the change and records it in Memory.