Knowledge - AI Assistant

Overview

The Knowledge page is where you define what your assistant should know about your business. This information helps your assistant answer questions and provide accurate support during conversations.
Key points:

• The more details you provide, the more helpful your assistant will be
• You can add information manually, upload documents, or provide websites for automatic analysis
• Each assistant requires at least one Knowledge Set with one item to function properly

What is Knowledge?

Knowledge is the factual information your AI assistant uses to answer questions about your business. It includes details like:

• What services you offer
• Where you’re located
• Your pricing structure
• Your policies and procedures
• Product or service descriptions
• Company facts and FAQs

Knowledge vs. Rules

Knowledge refers to facts and details about your business that your assistant uses to answer questions.
Rules are instructions that shape how your assistant behaves or communicates. For information on rules, see Custom Rules.

Knowledge helps your assistant know what to say. Rules help your assistant know how to say it.

Knowledge Examples

Service Information:

We offer personal training, HIIT classes, and nutrition consultations at our Los Angeles and Long Beach locations.

Pricing Information:

New members get one free trial class. After that, sessions are $25 each or $90 for a 5-class pack.

Knowledge Sets

A Knowledge Set is a collection of related information that your assistant can use to answer questions. Think of it as a folder for organizing your business information.

Benefits of Knowledge Sets

• Organization: Group related information together (e.g., “Pricing,” “Policies,” “Los Angeles Location”)
• Flexibility: Assign different sets to specific assistants
• Management: Easily update or remove related information as a group

Creating a Knowledge Set

1. Select Add Knowledge Set to create a new collection
2. Enter a name and description for the set
3. Add content to the set using any of these methods:
   • Text snippets — Type or paste information directly
   • Website URLs — Add up to 3 URLs for automatic analysis
   • Documents — Upload up to 3 files (PDF, DOCX, TXT, CSV, XLSX, 25MB max each)

Once added, each entry appears as a separate knowledge item that your assistant can reference.
More detailed information leads to more accurate and natural answers from your assistant.

Adding Knowledge Content

You can add knowledge to your sets in three ways:

Text Snippets

Add short or long pieces of information about your business directly in the knowledge editor.
Best for:

• Services, pricing, and policies
• FAQs
• Product descriptions
• General facts about your company

How it works:

• Each new line or paragraph is saved as a separate knowledge item
• You can add multiple snippets at once to save time
• Edit or delete individual snippets at any time

Websites

Automatically analyze your website content and extract relevant information.
How it works:

1. Add up to 3 website URLs at a time
2. After saving, the site will be scanned automatically
3. All readable content is added as knowledge items
4. The process usually takes less than a minute

Tracking:

• The Sources tab shows the analysis status
• View how many items were added from each website

Your assistant does not monitor websites for changes. To refresh the content, remove the website source and then re-add it.

Why website analysis fails

When you add a website to a knowledge set, Replify sends an automated scraper to read the page and import its content. Sometimes that scraper gets blocked, and you’ll see a We couldn’t import this website message.
Why this happens
The most common cause is a security service on the website, such as Cloudflare, that blocks automated access. Less often, the page requires a login, or the site’s structure prevents our scraper from reading it. In all of these cases, the fix is the same: get the content into your knowledge set another way.

Workaround 1: Use an AI assistant (fastest)

You can use an AI assistant like ChatGPT, Claude, or Perplexity to pull the content for you.

1. Open your AI assistant of choice.
2. Paste this prompt, replacing the URL at the end with your page:

Take this website, including all of the FAQs (expand all collapsed sections), and turn them into a clean list of text-only FAQs in this format: question, answer, line break. No links, formatting, or anything else. Be thorough: https://www.yoursite.com/page/

3. Review the output for accuracy.
4. Paste the result into a knowledge set in Replify.

Creating one knowledge set per website page keeps things easier to manage and review. Once you’ve added the content, flip the toggle to make the knowledge set active.

Workaround 2: Ask your website team to pause the block

If you work with a website team or agency, they can temporarily pause the security service (such as Cloudflare’s bot protection) that is blocking automated access. Once it’s paused:

1. Return to Replify and re-run the website analysis.
2. Confirm the import completed.
3. Let your team know they can turn the protection back on.

Workaround 3: Print to PDF and upload

For a small number of pages, you can skip scraping entirely:

1. Open the page in your browser.
2. Print the page and choose Save as PDF.
3. Upload the PDF directly to your knowledge set.

This works well for a handful of pages but gets tedious for large sites, so we recommend Workaround 1 for anything more than a few pages.

Documents

Upload files that contain business information for automatic processing.
Supported formats:

• PDF
• DOCX
• TXT
• CSV
• XLSX

Limits:

• Up to 3 files at a time
• Each file up to 25MB in size

Best for:

• Brochures and service guides
• Policies and procedures
• Training materials
• Product catalogs

How it works:

• Each document is automatically processed to extract key facts
• Extracted content becomes knowledge items your assistant can use
• View processing status in the Sources tab

Managing Knowledge

Once you’ve added knowledge, use these tabs to manage it:

All Knowledge Items Tab

View, edit, or delete all knowledge items in one place. For each item, you can see:

• Source type — Text, website, or document
• Original source — Where the information came from
• Status — Active or inactive

Actions:

• Toggle on/off — Disable items without deleting them
• Edit — Update the content
• Delete — Remove items permanently
• Schedule — Set a start and/or end date to control when the item is active

Scheduling Knowledge Items

You can schedule individual knowledge items to activate or deactivate automatically at specific times.
Scheduling a single item:
Select a knowledge item and click the clock icon under Actions. You can set a start date, an end date, or both — both fields are optional:

• Start date only — the item stays off until the start date, then remains active indefinitely.
• End date only — the item is active now and turns off at the end date.
• Both — the item activates at the start date and deactivates at the end date.

Bulk scheduling: Select multiple knowledge items and use the bulk clock action to apply a shared schedule to all of them at once.

Bulk scheduling will overwrite any existing schedule on each selected item.

Each knowledge item can have at most one start date and one end date at a time.

Copying Knowledge Items

Click Copy knowledge, select an assistant, choose whether to include active, inactive, or all items, then click Copy to clipboard. This copies items from all active sets for that assistant at once into a single clipboard snapshot. It’s useful for spotting conflicting or duplicate information across sets without opening each one individually.

Sources Tab

Get a summary of all connected sources:

• Websites — Analysis status and item counts
• Documents — Upload status and processing information

Settings Tab

Control access to your Knowledge Set:

• Assign to assistants — Choose which assistants can use this Knowledge Set
• Manage permissions — Control how different assistants access the information