Supported source types
Each Agent can combine files, web pages, websites, Google Drive, GitHub repositories and text. Files can be PDF, Word, Excel or Markdown. A website import finds pages through the sitemap or home page and lets you pick which ones to import. Text entries suit short answers that are not written down anywhere else.
| Source | What you add | Limits |
|---|---|---|
| File | PDF, Word (.docx), Excel (.xlsx) or Markdown | Up to 10 MB per file |
| Web page | The address of one page | The content of that page when it is imported |
| Website | A site address; Replai lists pages from the sitemap or home page and you choose which to import | Up to 200 pages per import |
| Text | Answers you type or paste | 2,000 characters per entry, 8,000 per Agent |
Knowledge source types and their limits
File
- What you add
- PDF, Word (.docx), Excel (.xlsx) or Markdown
- Limits
- Up to 10 MB per file
Web page
- What you add
- The address of one page
- Limits
- The content of that page when it is imported
Website
- What you add
- A site address; Replai lists pages from the sitemap or home page and you choose which to import
- Limits
- Up to 200 pages per import
Text
- What you add
- Answers you type or paste
- Limits
- 2,000 characters per entry, 8,000 per Agent
Google Drive asks you to connect your Google account first, then pick the files to import. A GitHub repository gives the Agent its READMEs, docs and release notes, which suits teams that keep product docs next to the code.
What to add first
Start with the material your team already sends to customers: the getting-started guide, help center articles, plan and billing rules, and the answers you type most often. Add them before you connect a channel, then ask the preview the questions customers ask most and check each answer.
- Prefer the page customers would read over an internal draft of it.
- Leave out material customers should not see. The Agent can quote anything you give it.
- Use text entries for facts that live only in your team’s heads, such as how refunds are handled.
- Describe topics the Agent must not discuss in the off-limits topics setting rather than in a document.
Keeping knowledge current
Replai does not recrawl on a schedule. When a page or document changes, use Re-import on that source. A source that is already published serves its refreshed content without another publish, while a newly added source reaches customers after you publish. Deleting a source removes it from answers straight away.
| Change | When customers see it |
|---|---|
| Re-import a published source | As soon as the import finishes |
| Add a new source | After the next publish |
| Delete a source | Immediately |
When a knowledge change reaches customers
Re-import a published source
- When customers see it
- As soon as the import finishes
Add a new source
- When customers see it
- After the next publish
Delete a source
- When customers see it
- Immediately
Find what is missing
Unanswered questions lists what the Agent could not answer over the last 7 days, with similar wordings counted as one question. From that list or a conversation, you can add the answer as a text entry and save the question as a test, so the next change to your knowledge shows whether that answer still holds.
If the Agent keeps handing off the same kind of question, the gap is usually in the knowledge rather than the settings. The troubleshooting guide walks through wrong or outdated answers.
Keep reading
- How Replai worksReplai answers customers from your product knowledge and hands off to a person when needed. Setup steps, answer settings and ways to improve answers.
- TroubleshootingWhat to check when a Replai Agent does not reply on LINE, the website widget does not show, answers are wrong, or the monthly allowance runs out.
- Human handoffWhen Replai hands a conversation to a person, the two reply modes, each handoff condition and its default, and what your team and customers see.
Replai · AIthentic LLC Last updated