Your knowledge base is what makes SmartReplyAssistant's drafts accurate instead of generic. Every reply the AI suggests is grounded in the entries you add here - your products, policies, tone and FAQs. This guide walks through the three ways to add knowledge, how to activate and deactivate entries, what the free plan allows, and how approved corrections quietly grow your knowledge base over time.
The three ways to add knowledge
SmartReplyAssistant gives you three complementary ways to teach the AI. Most workspaces use a mix: a manual entry for hard facts, the guided interview to capture tone, and a URL scan to pull in an existing site. Pick the method that matches the source of your knowledge.
| Method | What it does | Best when |
|---|---|---|
| Manual | You paste any text the AI should know | You already have the wording - products, policies, FAQs, return rules |
| Guided interview | You answer a few questions, the AI builds a profile and tone | You are starting from scratch and want structure |
| Scan URL | You paste up to 30 links, the AI distills one summary | Your knowledge already lives on a website or help center |
Method 1: Manual entry
The manual method is the most direct. You paste any text the AI should know and save it as an entry. There is no required format - the AI reads plain language well, so write the way you would explain something to a new colleague.
- Open Knowledge base in your workspace and choose Add entry → Manual.
- Give the entry a clear title, for example Return policy or Pricing and plans.
- Paste the text. This can be product details, shipping rules, opening hours, a tone description, or a block of FAQs.
- Save. The entry is active immediately and the AI can use it in the next draft.
Good candidates are the facts you find yourself retyping: warranty terms, refund windows, or how you want to address customers.
Method 2: Guided interview
If you are not sure what to write, let the guided interview lead. The AI asks a short series of questions about your business, your products and how you like to sound, then turns your answers into a structured profile and tone entry.
- Answer in your own words - short, honest answers work better than polished marketing copy.
- The interview captures tone especially well: formal or casual, brief or detailed, warm or neutral.
- When it finishes, you get one editable entry. Review it, fix anything that is off, and save.
The guided interview is the fastest way to give the AI a voice that sounds like you, even before you have written a single FAQ.
Method 3: Scan URL
When your knowledge already lives on the web, let the AI fetch it. Paste up to 30 links - product pages, your help center, an about page, terms - and the AI reads them all and distills one clean summary into a single entry.
- Choose Add entry → Scan URL.
- Paste one link per line, up to 30.
- Start the scan. The AI visits each page and condenses everything into one summary entry.
- Review the result - URL scans are a starting point, so trim anything outdated and confirm the facts are current.
Because the scan produces a single distilled entry rather than 30 raw copies, it stays readable and counts as one entry against your plan.
Activate and deactivate entries
Every entry has an active switch. An active entry is part of the knowledge the AI draws on; a deactivated entry stays saved but is ignored while you draft. This is useful for seasonal information, a policy you are revising, or testing whether an entry improves your replies.
- Deactivate an entry to take it out of consideration without deleting it - your wording is preserved.
- Reactivate it any time to bring it back into the AI's context.
- Deactivating does not free a slot on a limited plan; only deleting does.
Free plan limits
The free plan includes three knowledge entries. That is enough to cover your core facts: a profile-and-tone entry, your most common FAQ, and one policy. Because a URL scan collapses many pages into one entry, you can still capture a lot within three slots.
If you reach the limit, you can delete an entry to make room, deactivate ones you do not currently need, or upgrade for more capacity. Deactivated entries still occupy a slot, so delete the ones you have truly finished with.
The change-log learning loop
Your knowledge base does not only grow by hand. SmartReplyAssistant learns from your corrections through a change-log loop. When you edit a draft before sending, that correction is logged. Once it is approved by an owner, manager or editor, it becomes a new knowledge entry automatically.
- The AI drafts a reply from your current knowledge base.
- You edit it to be more correct or better phrased, then send.
- The edit is recorded in the change log for review.
- An owner, manager or editor approves it - and the corrected answer is saved as knowledge.
This keeps the knowledge base accurate without extra busywork: the answers you actually write become the answers the AI suggests next time. Approval gating means only trusted roles turn a one-off edit into shared knowledge.
Tips for good entries
- One topic per entry. Keep returns, pricing and tone separate so the AI pulls the right facts cleanly.
- Be specific. Write exact numbers, windows and names - "30-day returns" beats "we accept returns".
- Write plainly. Short sentences and plain language read better for the AI than marketing prose.
- Date what changes. Note prices and seasonal rules so you know when to refresh them.
- Review URL scans. Treat a scan as a draft, not a final source - confirm the facts before relying on it.
- Use the interview for tone. It is the easiest way to make drafts sound like you.
Ready to set up yours? The free plan gives you a workspace and three knowledge entries - enough to feel the difference today. Create your free SmartReplyAssistant account and teach the AI your products, policies and tone in minutes.