Knowledge Base

The knowledge base is what a Rypl agent knows about your business: prices, products, shipping, returns, opening hours. Agents answer from it instead of guessing, so the quality of replies depends on what you put in. The knowledge base is on every plan and belongs to the agent, so each brand or client has its own.

Sources

Website

Add your site’s address. Links in replies point here, and the agent can learn from the page. Start with the page that answers the most questions, often the FAQ or a product page.

Q&A

A question customers ask, and how the agent should answer it. Best for anything you want answered the same way every time:

“Do you ship to Canada?” → “Yes, in 5–8 business days. Shipping is free over $60.”
“Is it true to size?” → “Yes. If you’re between sizes, go one up.”
“Can I pay in instalments?” → “Yes, with Klarna at checkout.”

Documents

Upload up to 3 files, 3 MB each: PDF, TXT, DOC, DOCX or CSV. Good for price lists, size charts, a returns policy, a service menu. Use text-based files: a scanned image of a page can’t be read, and Rypl marks such a file as unreadable.

It learns when you save

There is no train button. When you save a change, the knowledge base learns it, so an updated price or shipping time is in the next reply.

What to put in first

The questions you get most, as Q&A. They cover the biggest share of comments.
Prices, including variants and current offers.
Shipping: countries, delivery times, costs.
Returns: window, conditions, how to start one.
Your website for everything else.

Keep it current

Update the same day prices, stock or offers change.
Before a launch or a sale, add the offer, its dates and its conditions.
Remove what’s no longer true. Two documents with different prices confuse the agent.

Suggest improvements

On the agent screen, Suggest improvements reads the questions real customers asked on the agent’s channels, answered and unanswered, and proposes new Q&A and instruction edits. You add each with a click. It doesn’t invent facts about your business: where an answer needs something only you know, it leaves a gap in [brackets] for you to fill in.

Next Steps

Moderation.