Build your knowledge base
Teach the agent your process, pricing, and policies so its answers sound like you.
The knowledge wiki is the single biggest lever on answer quality. Every page you write is injected into the agent's prompts, so it answers from your facts instead of guessing. Manage it under Settings → Knowledge.
What belongs here
Anything a new team member would need to answer leads well. Pages are grouped by category:
| Category | Put here |
|---|---|
market | Areas you cover, building knowledge, price bands, current trends. |
process | How you work — viewings, offers, paperwork, timelines. |
pricing | Fees, commission, payment plans, mortgage basics. |
client_pattern | Common buyer types and how to handle them. |
compliance | What the agent must and must not say (RERA, disclosures). |
product | Your services, guarantees, what makes you different. |
Steps
Add a page
Click Add page, pick a category, and give it a clear title. Write in plain language — short paragraphs and bullet points beat long prose, because the agent reads it the way a person skims.
Keep each page to one topic
One page, one subject. "Payment plans for off-plan" is a good page; "Everything about buying" is not. Small, focused pages retrieve better and are easier to keep current.
Test it in the Playground
Open the Playground and ask a question your new page should answer. If the agent gets it right, you're done. If not, tighten the page and try again — no leads are involved.
The nightly curator
Reply First runs a curator each night that refines your pages from real conversations — tightening wording and filling gaps it saw the agent struggle with. You always stay in control: review and edit any page it touches.
Don't put secrets or per-lead data in knowledge pages. They're org-wide context for the agent, not a place for credentials or a single client's details.