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Knowledge Base

Resly’s Knowledge tab (the Knowledge Sources page) provides powerful tools to build and maintain your knowledge base. Upload content once and it automatically powers both chat and search experiences.

Adding Content

File Upload

Upload documentation files directly to your knowledge base.

Supported formats:

  • PDF - Product guides, manuals, brochures
  • Markdown (.md) - Documentation, README files
  • HTML - Web content, help articles
  • TXT - Plain text documentation

How to upload:

  1. Navigate to the Knowledge tab in the admin
  2. Click Upload Files or drag and drop
  3. Select multiple files at once
  4. Files are automatically processed and indexed
  5. Ready to use in minutes

File size limit: Individual files up to 10MB. Larger documents should be split into smaller files.

URL Crawling

Import content directly from your website.

How it works:

  1. Enter any public URL
  2. Resly automatically crawls the page
  3. Can crawl multiple pages from your site
  4. Respects robots.txt and website permissions
  5. Clean text extraction for best results

Best for:

  • Documentation sites
  • Help centers
  • Product pages
  • FAQ pages
  • Blog posts

Only public URLs are supported. Password-protected or login-required pages cannot be crawled.

When customers ask questions, Resly uses hybrid search to find the best answers.

How Search Works

Semantic Search:

  • Understands meaning, not just exact words
  • Connects related concepts
  • Finds relevant content even with different phrasing

Keyword Matching:

  • Exact phrase matching for precision
  • Important for technical terms and product names

Hybrid Approach:

  • Combines both methods for best results
  • Ranks results by relevance
  • Returns top matches with confidence scores

If a customer asks “How do I get my money back?” and your docs say “Refund policy,” Resly connects the dots through semantic understanding.

Source Management

Viewing Sources

The Knowledge Sources view displays all your knowledge sources with:

  • Source name and type (file or URL)
  • Status indicators: pending, processing, completed, failed
  • Upload date and last updated
  • Document count for each source
  • Actions: retry, update, delete

Source Status

StatusMeaning
PendingQueued for processing
ProcessingCurrently being ingested
CompletedReady to use
FailedError occurred during processing

If a source fails, check the error message and retry. Common issues include:

  • File format not supported
  • URL not accessible
  • Content too large
  • Malformed document

Managing Sources

Update Sources:

  • Re-crawl URLs to refresh content
  • Upload newer versions of files
  • Changes reflect immediately

Delete Sources:

  • Remove outdated or irrelevant content
  • Deletion removes all associated documents and chunks
  • Cannot be undone - use carefully

Retry Failed Sources:

  • One-click retry for failed imports
  • Useful if temporary network issues occurred
  • Check error logs before retrying

Source Citations

Every AI response includes citations linking to source documents.

Why citations matter:

  • Builds trust - Customers see where information came from
  • Enables verification - Customers can click through to read more
  • Improves transparency - No “black box” AI responses
  • Helps debugging - You can verify the AI used correct sources

Citations are automatic and always included. You don’t need to configure anything—just upload content and Resly handles the rest.

AI Guidance Configuration

Control how your AI agent behaves and responds.

Tone Selection

Choose the communication style that matches your brand:

  • Professional - Formal, precise, business-appropriate
  • Friendly - Warm, approachable, helpful
  • Casual - Relaxed, conversational, informal
  • Empathetic - Understanding, supportive, caring

Test different tones in preview mode to see which works best for your customers.

Custom Instructions

Add specific guidance for your AI agent:

Examples:

  • “Always mention our 30-day guarantee when discussing returns”
  • “Never promise refunds without manager approval”
  • “Escalate billing questions over $500 to human support”
  • “Use our brand voice: professional but not stuffy”

Best practices:

  • Be specific and clear
  • Use examples when possible
  • Set boundaries (what AI should/shouldn’t do)
  • Iterate based on real conversations

Don’t contradict your knowledge base content. AI guidance should complement, not override, your documented information.

Content Best Practices

Writing for AI

Do:

  • Write in clear, simple language
  • Include specific examples
  • Keep articles focused on one topic
  • Use consistent terminology
  • Update when policies change

Don’t:

  • Use technical jargon without definitions
  • Include contradictory information
  • Write 5000-word articles when 500 will do
  • Leave gaps in critical workflows
  • Forget to update outdated content

Knowledge Base Size

Minimum: 5-10 well-written articles covering common questions

Recommended: 20-50 articles covering:

  • Getting started guides
  • Common troubleshooting
  • Policy information
  • Account management
  • Product/service details

Maximum: Unlimited, but quality > quantity

Start small: Upload your top 20 most-asked support questions first. Add more content as you identify gaps through customer conversations.

Monitoring Performance

Track how your knowledge base performs:

  1. Review tickets in ANALYZE tab
  2. Look for patterns - What do customers ask?
  3. Identify gaps - Questions the AI can’t answer
  4. Add content to fill those gaps
  5. Iterate and improve continuously

The best knowledge bases evolve based on real customer questions.

Next Steps

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