Jason AI objects
In short
What is a knowledge base in Reply and what does Jason AI use it for?
A knowledge base stores product information — text, documents, and links — that Jason AI draws on when handling replies. Reply Handling defines handlers with Auto, Draft, or Stop & notify delivery modes; Re-engagement holds flows of follow-ups to silent leads, one marked Default. Linking it to an AI SDR sequence activates it.
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 uses when handling replies |
| Belongs to / Contains | Contains sources (text, documents, links), Reply Handling handlers, and Re-engagement flows of follow-ups; linked to AI SDR 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 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 — 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 flows — each flow an independent set of follow-ups, one of them the Default |
| Works with | Offers and 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
- Go to the AI SDR → Knowledge Bases page.
- Click New Knowledge Base and name it.
- Upload product guides, FAQs, PDFs, or links with key details.
- Add commonly asked questions on the Reply Handling tab.
- Set up Re-engagement — pick or create a flow, then add the follow-ups for leads who stop responding.
- 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. They are organized into flows: each knowledge base has its own set, and a Default flow is always present. A flow is an independent sequence of follow-ups with its own delays and delivery modes, so one knowledge base can hold a gentle three-touch flow and an aggressive two-touch one side by side and decide per lead which applies.
Follow-ups belong to the flow selected in the Flows panel when you create them — pick the flow first, then New Re-engagement. There is no limit on how many flows a knowledge base can have, and a search field finds one by name.
| Flow action | What it does |
|---|---|
| New | Creates a blank flow with no follow-ups. The name is required and must be unique within the knowledge base |
| Rename | Changes the name only |
| Duplicate | Copies the flow with all its follow-ups, named Copy of {flow name} |
| Make Default | Marks it as the knowledge base's default; only one flow is default at a time, and the previous one stays in the list without the mark |
| Delete | Removes the flow — see the reassignment rules under Edge cases |
Which flow a lead gets. A lead with no manual assignment uses the Default flow. Assign a specific one from the Inbox: the reply composer shows a re-engagement flow chip on both email and LinkedIn threads, and it opens a dialog listing the flows of the knowledge base linked to that lead's sequence. The chip names the flow currently in effect and, once a flow has been assigned by hand, the date and time of that assignment in your local timezone. A thread whose sequence has no knowledge base has no re-engagement at all, and no chip.
Reassignment restarts the flow. Moving a lead to a different flow discards the previous flow's progress and starts the new one from step 1, with the timer counting from the moment of reassignment — so the first message arrives no earlier than that flow's own Send after (days). The dialog states this before you confirm.
Rolling out. Flows are being enabled progressively. If the Re-engagement section shows a flat list of follow-ups with no Flows panel, and threads in the Inbox show no flow chip, the feature is not on for your workspace yet — the follow-ups you already configured keep running.
Each follow-up, in any flow, 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.
- Deleting a flow that has leads in it moves them to the Default flow, in the background, and the Default flow then restarts for them from step 1 — the warning names how many leads are affected. Deletion cannot be undone.
- The Default flow can only be deleted when it is the last one left. While other flows exist, the option is disabled until another flow is made default. Deleting the last remaining flow stops re-engagement for that knowledge base entirely.
- Changing which flow is default does not move leads already in re-engagement — they finish on the flow they are on. Only re-engagement triggered after the change picks up the new default.
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. They live in a flow: a knowledge base can hold several flows, a lead uses the Default one unless someone assigns another from the Inbox, and reassigning restarts the new flow from step 1. See 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.
Related
- Offers · Playbook (Jason AI object)
- AI SDR · Reply management
- Reply detection · Reply classification
- Process positive replies
Build with Reply
- REST API: docs.reply.io — knowledge-base operations
- MCP: agents.reply.io/mcp — create knowledge bases, add sources, and configure reply handlers and re-engagement from an agent