Better AI Replies

A good reply to an ad comment answers the actual question, in a sentence or two, in your voice, with a next step. Three things decide whether Rypl’s replies get there: the knowledge base, the instructions and the rules.

1. The knowledge base decides accuracy

The agent can only state facts it has. Most weak replies trace back to a missing or outdated fact.

Start with Q&A for the 20 to 50 questions you get most, written exactly as you want them answered.
Add prices, variants and offers. “How much?” is the most common question under ads.
Add shipping and returns, by country if they differ.
Add your website for everything else; links in replies point there.
Update the same day something changes. The knowledge base learns when you save.

2. Instructions decide the style

Length: “Two sentences at most for simple questions.”
Next step: “End with the product link when someone asks about a product.”
Words: “Say ‘pieces’, never ‘items’.”
Limits: “Never promise delivery dates.” “Never discuss pricing for wholesale; say a teammate will reply.”
When unsure: “If the answer isn’t in the knowledge base, say a teammate will reply.”

Pick the tone that fits: Neutral, Seller, Positive or Direct. Most consumer brands do well with Neutral or Positive; Seller works for promotions; Direct suits brands with a clipped voice.

3. Rules decide what gets a reply (Pro and Ultra)

Add My text replies for questions asked word for word again and again, so they’re answered the same way every time.
Turn on thank-you replies to answer praise.
Use Don’t reply for topics a person should handle in private.
Turn on Read the post so “how much is this?” gets the price of the product in the ad.
On Ultra, Remember the conversation lets the agent pick up where an earlier conversation with the same person left off.

4. Improve it every week

Read a sample of replies in the inbox: are the facts right, is the tone right, is there a next step?
Run Suggest improvements on the agent. It reads the questions customers really asked, answered and unanswered, and proposes Q&A and instruction edits, leaving gaps in [brackets] where only you know the answer.
Check the suggestions above the agent’s settings: unanswered complaints, repeated questions and emoji reactions your rules don’t cover.
Fix the source (knowledge base or instructions), never just the one reply.

Signs something needs fixing

What you see	Likely cause	Fix
“Check our website” instead of an answer	Fact missing	Add it as Q&A
Wrong price	Outdated document	Update or remove it
Too long	No length instruction	Add one
Wrong product	The post wasn’t read	Turn on Read the post (Pro and Ultra)
Wrong formality in German or French	No instruction	Say du/Sie, tu/vous
Same reply on every emoji	Broad rule	Add several My text variants or narrow the rule