# Knowledge bases

> The specification of the Jason AI knowledge base — product information added as text, documents (100 MB per file), and links, plus Reply Handling with Auto, Draft, and Stop & notify modes and Re-engagement follow-ups.

**A knowledge base stores product information — text entries, uploaded documents, and links — that Jason AI draws on when handling replies. Its Reply Handling tab defines per-question handlers with Auto, Draft, or Stop & notify delivery modes; its Re-engagement section schedules follow-ups to silent leads. Linking it to an AI SDR sequence activates it.**

_Status: Reviewed — human-edited, facts not yet confirmed against the product._

> **Jason AI knowledge base vs the in-app assistant's knowledge source.** This page specifies
> the AI SDR knowledge base you build for your own outreach. Reply's in-app chat assistant
> answers product questions from its own bundled help-center source — a separate mechanism,
> not configured here.

## At a glance

| Aspect | Detail |
| --- | --- |
| **What it is** | Key information about your product — features, guides, FAQs, benefits, pricing — that [Jason AI](/capabilities/ai-sdr) uses when handling replies |
| **Belongs to / Contains** | Contains sources (text, documents, links), Reply Handling handlers, and Re-engagement follow-ups; linked to AI SDR [sequences](/specifications/sequences) |
| **Surfaces** | UI · REST API · MCP |
| **Key limit** | **100 MB** per uploaded document file; only PDF, DOC, and DOCX documents are accepted |
| **Lifecycle** | Created and named on the **AI SDR → Knowledge Bases** page → content added → handlers and re-engagement configured → linked to a sequence |
| **Does not** | Write the outbound sequence steps — its content is used when Jason handles replies and re-engages silent leads, not to build the sequence itself |

## Definition

The knowledge base gives [Jason AI](/capabilities/ai-sdr) key information about your product
so it can respond to prospects accurately and handle different types of questions — product
features, guides, FAQs, benefits, pricing, and more. Two configuration layers live inside
it: **Reply Handling** (custom answers for common questions) and **Re-engagement**
(follow-up messages to leads who stop responding).

## Purpose

The knowledge base gives Jason the core information about your product; Reply Handling adds
an extra layer by letting you decide how Jason should answer certain types of questions —
more control over reply scenarios and over the tone and structure of answers.
Re-engagement keeps conversations going without tracking every lead manually.

## Relationships

| Relationship | Object |
| --- | --- |
| Linked to | AI SDR [sequences](/specifications/sequences) — click **New AI SDR Sequence** right after creating the knowledge base, or select it from the library when setting up a sequence |
| Contains | Sources (text, documents, links), reply handlers, and re-engagement follow-ups |
| Works with | [Offers](/specifications/offers) and [playbooks](/specifications/playbooks), which drive outbound generation — the knowledge base covers what happens after a prospect replies |
| Governed by | The Jason AI reply settings — whether AI-generated replies are sent automatically, saved as drafts, or **Mixed** when handlers use different modes |

## Creation

1. Go to the **AI SDR → Knowledge Bases** page.
2. Click **New Knowledge Base** and name it.
3. Upload product guides, FAQs, PDFs, or links with key details.
4. Add commonly asked questions on the **Reply Handling** tab.
5. Set up **Re-engagement** follow-ups for leads who stop responding.
6. Link the knowledge base to a sequence — click **New AI SDR Sequence**, or select the knowledge base from the library when setting up a new AI SDR sequence.

## Configuration

### Sources

Content is added in three ways:

| Method | Detail |
| --- | --- |
| **Text** | Enter details directly — product descriptions, FAQs, instructions |
| **Documents** | Upload PDF, DOC, or DOCX files, max **100 MB** per file; other file types are rejected |
| **Links** | Add direct links to helpful resources; each link is added individually |

### Reply handlers

A reply handler describes a common prospect question (for example, *"Do you offer a free
trial?"*) and how Jason should answer it:

| Field | Detail |
| --- | --- |
| Question | The common question type this handler covers |
| Delivery mode | **Auto**, **Draft**, or **Stop & notify** — each question type can use a different mode |
| Instructions | What the AI should include in its answer, with any prompts or guidance to shape the response |
| Sample answer | Optional example of a well-written reply to set tone and structure |
| Tone of voice | Confident, persuasive, witty, straightforward, or empathetic |
| Response length | Super short, short, medium, or long |
| Resources | Links the AI can share — pricing pages, documentation, onboarding guides |
| Media | Attachments the AI sends when this question is asked |

The three delivery modes:

- **Auto** — the AI sends the reply immediately without human review. Suited to low-stakes, well-defined scenarios such as unsubscribe confirmations, meeting links, or FAQ answers.
- **Draft** — the AI composes the reply and saves it as a draft for human review before sending. Suited to sensitive but repeatable replies where a rep may want to adjust the wording.
- **Stop & notify** — no AI response is generated or sent. All further sending to the contact pauses, the conversation is flagged, and the assigned rep is notified to take over. Suited to high-stakes question types such as legal review.

If some handlers use Auto and others Draft, select **Mixed** under *What would you like to
do with the AI-generated reply?* in the Jason AI settings.

### Re-engagement

Re-engagement follow-ups reach leads who stopped responding. Each follow-up defines:

| Field | Detail |
| --- | --- |
| Send after (days) | How many days after the last reply Jason should follow up |
| Delivery mode | **Auto** (send automatically) or **Draft** (generate for review); mixing modes requires **Mixed** under *What would you like to do with AI-generated re-engagement follow-ups?* in the Jason AI settings |
| Instructions | A short guideline — tone of voice and key points to include |
| Sample answer | An example message to set the style |
| Tone of voice | Confident, persuasive, witty, straightforward, or empathetic |
| Response length | From super short to long |
| Resources | Helpful links to support the follow-up |
| Media | A PDF or DOC file that could help re-engage the lead |

You can create multiple follow-ups — for example, one after 2 days and another after 5 —
and pause any of them with the toggle next to it.

## Processing behavior

Once the knowledge base is attached to a sequence, Jason draws on its content when handling
replies. When a prospect's message matches a reply handler, the handler's instructions,
tone, length, resources, and media shape the response, and its delivery mode decides
whether the reply is sent automatically, saved as a draft, or stops sending and notifies
the rep. Re-engagement messages go out (or are drafted) the configured number of days after
the last reply, as an email or LinkedIn message that refers to the previous conversation.

Rating or editing AI-suggested replies in the Inbox also feeds Jason's self-learning. Those
inferred writing-style rules are separate from reply handlers, which are answers you author.

## Limits

| Limit | Value |
| --- | --- |
| Document upload size | **100 MB** per file |
| Document formats | PDF, DOC, DOCX — other file types are rejected |
| Links | Added one at a time |

The product documentation does not state caps on the number of knowledge bases, sources per
knowledge base, reply handlers, or re-engagement follow-ups.

## Edge cases

- A **Stop & notify** match produces no AI response at all — sending to that contact pauses and the assigned rep takes over.
- Handlers can mix Auto and Draft delivery modes, but only when **Mixed** is selected in the Jason AI settings — the documentation calls this out for both reply handlers and re-engagement follow-ups.
- Each link source needs to be added individually.
- A re-engagement follow-up can be paused with its toggle without deleting it.

## FAQ

### Are AI-generated answers sent automatically?

Per handler: **Auto** sends immediately, **Draft** queues the reply for your review, and
**Stop & notify** sends nothing and hands the conversation to the assigned rep. Whether
Jason drafts or sends also depends on the AI Replies settings — select **Mixed** there when
handlers use different modes.

### What does Stop & notify do?

It pauses all further sending to the contact, flags the conversation, and notifies the
assigned rep to take over; no AI response is generated or sent. It is meant for high-stakes
question types such as legal review.

### What are re-engagement follow-ups?

Messages Jason sends (or drafts) when a lead stops responding — a set number of days after
the last reply, as an email or LinkedIn message that refers to the previous conversation.
Several can be chained, for example one after 2 days and another after 5. See
[Process positive replies](/workflows/process-positive-replies) for the wider reply
workflow.

### What content can a knowledge base hold?

Text entered directly, links added individually, and PDF, DOC, or DOCX documents up to
100 MB per file. Other document file types are rejected.

### How do I connect a knowledge base to a sequence?

Click **New AI SDR Sequence** right after creating the knowledge base, or select it from
the library when setting up a new AI SDR sequence — see
[Build an AI SDR](/workflows/build-an-ai-sdr).

## Related

- [Offers](/specifications/offers) · [Playbook (Jason AI object)](/specifications/playbooks)
- [AI SDR](/capabilities/ai-sdr) · [Reply management](/capabilities/reply-management)
- [Reply detection](/behavior/reply-detection) · [Reply classification](/learn/reply-classification)
- [Process positive replies](/workflows/process-positive-replies)

## Build with Reply

- REST API: [docs.reply.io](https://docs.reply.io/api-reference/introduction) — knowledge-base operations
- MCP: [agents.reply.io/mcp](https://agents.reply.io/mcp) — create knowledge bases, add sources, and configure reply handlers and re-engagement from an agent