FAQ
Getting Started
Section titled “Getting Started”What is Know Reply?
Section titled “What is Know Reply?”Know Reply turns no-reply emails into conversations. When someone replies to your campaigns, newsletters, or transactional emails, an AI agent reads the message, searches your knowledge base, checks connected tools, and sends an accurate response in seconds.
How long does setup take?
Section titled “How long does setup take?”Most users are up and running in under 10 minutes. Connect your email, point the crawler at your website, and your agent is ready to respond.
Do I need technical skills to use Know Reply?
Section titled “Do I need technical skills to use Know Reply?”No. Everything is configured through a visual interface. No coding required.
Can I test before going live?
Section titled “Can I test before going live?”Yes. The Simulator lets you send test emails and see exactly how your agent responds before activating it on real traffic.
Email & Connectivity
Section titled “Email & Connectivity”Which email providers are supported?
Section titled “Which email providers are supported?”- Gmail and Google Workspace via OAuth
- Microsoft 365 and Outlook via OAuth
- Any provider with IMAP/SMTP access (Zoho, Fastmail, Yahoo, custom domains)
- ESP webhooks for Postmark, SendGrid, Mailgun
Can I use my existing email infrastructure?
Section titled “Can I use my existing email infrastructure?”Yes. If you send through an ESP, use the webhook integration. Know Reply receives replies without changing your sending setup.
Will Know Reply send from my email address?
Section titled “Will Know Reply send from my email address?”Yes. Replies come from the connected inbox, so customers see your address, not ours.
What if I use multiple email addresses?
Section titled “What if I use multiple email addresses?”Create multiple agents, each connected to a different inbox. A support agent handles support@, a sales agent handles sales@, etc.
Can I forward emails instead of connecting my inbox?
Section titled “Can I forward emails instead of connecting my inbox?”Yes. Set up auto-forwarding to the agent’s inbound address. Replies still go back to the original sender.
AI & Responses
Section titled “AI & Responses”How does the agent know what to say?
Section titled “How does the agent know what to say?”It pulls from your knowledge base (website content, uploaded docs, FAQs) and connected integrations. Responses are grounded in your actual information, not generic AI output.
What if the agent doesn’t know the answer?
Section titled “What if the agent doesn’t know the answer?”It escalates to a human. You configure where escalations go and what types of questions trigger them.
Can I control the agent’s tone?
Section titled “Can I control the agent’s tone?”Yes. Choose a role with a preset persona, or write a custom persona to define exactly how the agent communicates.
How do I teach the agent to respond a certain way?
Section titled “How do I teach the agent to respond a certain way?”Use the Special Instructions step when creating or editing an agent. Set goals, “always do” and “never do” rules, and additional instructions. You can also write a custom persona to define the agent’s personality and approach.
Will the agent make things up?
Section titled “Will the agent make things up?”Responses are grounded in your knowledge base and connected tools. If the agent can’t find relevant information, it escalates rather than guessing.
Can I review responses before they’re sent?
Section titled “Can I review responses before they’re sent?”Yes. Depending on your plan, you can require human approval for all responses or let the agent auto-send.
Knowledge Base
Section titled “Knowledge Base”What content should I add?
Section titled “What content should I add?”Start with your website—the crawler indexes it automatically. Then add:
- Product or service information
- Policies (returns, shipping, terms)
- FAQs you already have
- SOPs and internal docs
How does the website crawler work?
Section titled “How does the website crawler work?”Enter your URL and click Add Site. The crawler discovers pages, ranks them by relevance, and extracts content. You choose which pages to include.
Can I exclude certain pages from crawling?
Section titled “Can I exclude certain pages from crawling?”Yes. Use Advanced Options to exclude branches (like /admin or /login) or filter by URL pattern.
How deep does the crawler go?
Section titled “How deep does the crawler go?”You control this with Max Depth (1–5 levels). Default is 2 levels, which covers most sites without pulling in irrelevant deep pages.
What is Link Discovery?
Section titled “What is Link Discovery?”An optional setting in Advanced Options. When enabled, the crawler follows links on rendered pages to find URLs that aren’t in your sitemap. Useful for sites with incomplete sitemaps, but may pick up locale-specific or duplicate URLs on international sites. Disabled by default.
How do I update the knowledge base when my content changes?
Section titled “How do I update the knowledge base when my content changes?”Re-crawl your website or upload updated documents. The agent always uses the latest content.
Can I add content that isn’t on my website?
Section titled “Can I add content that isn’t on my website?”Yes. Upload PDFs, documents, or text files. You can also add answers directly from the Insights > Knowledge Base & FAQ report when you spot questions the AI isn’t handling well.
Integrations
Section titled “Integrations”What tools can I connect?
Section titled “What tools can I connect?”Shopify, Stripe, Zendesk, WooCommerce, Calendly, Klaviyo, Mailchimp, and others. New integrations are added regularly.
What can the agent do with integrations?
Section titled “What can the agent do with integrations?”Look up live data (order status, payment history, booking availability) and take actions (process refunds, update records, send confirmations). Capabilities depend on the integration.
Can I limit what the agent does with a connected tool?
Section titled “Can I limit what the agent does with a connected tool?”Yes. Each integration shows a list of capabilities you can enable or disable. You can also add usage instructions like “don’t process refunds over $100.”
Do I need API keys to connect?
Section titled “Do I need API keys to connect?”Some integrations use OAuth (just click Connect and authorize). Others require an API key from the tool’s settings.
Escalation
Section titled “Escalation”When does the agent escalate to a human?
Section titled “When does the agent escalate to a human?”When it detects conversations that need human attention: complaints, legal requests, urgent issues, buying signals, or questions it can’t answer confidently.
Can I customize escalation rules?
Section titled “Can I customize escalation rules?”Yes. Enable or disable built-in types, create custom types, and route different escalations to different email addresses.
What does the human receive when something escalates?
Section titled “What does the human receive when something escalates?”The original email, full conversation thread, the agent’s suggested draft, and the reason for escalation.
Will the customer know their message was escalated?
Section titled “Will the customer know their message was escalated?”You choose. Each escalation type has a “Notify Sender” toggle.
Analytics
Section titled “Analytics”What metrics can I see?
Section titled “What metrics can I see?”- Agent performance: response rates, confidence scores, escalation rates, response times
- Campaign feedback: which email subjects drive replies, sentiment, topics
- Customer insights: individual contact history, sentiment over time, trust status
- Knowledge gaps: questions your content doesn’t answer well, with customer feedback
- FAQ performance: positive/negative feedback counts, customer comments, underperforming FAQ detection
- Integration health: per-server and per-function stats, success rates, latency percentiles, errors
Can I filter analytics by date or agent?
Section titled “Can I filter analytics by date or agent?”Yes. All dashboards support date range filtering (presets like Last 7 Days or custom ranges) and agent/account filters.
Can I see individual customer conversations?
Section titled “Can I see individual customer conversations?”Yes. Click any contact to see their full history: every email, every reply, sentiment changes, escalations, and their trust & safety profile.
How does FAQ feedback tracking work?
Section titled “How does FAQ feedback tracking work?”When customers rate your agent’s responses (thumbs up/down), Know Reply maps that feedback to the FAQ questions that were answered. FAQs with 3 or more negative responses in 30 days are flagged as underperforming. Click any FAQ row to see feedback details and customer comments, then edit the answer or mark it as reviewed.
Can I see why an email wasn’t delivered to my agent?
Section titled “Can I see why an email wasn’t delivered to my agent?”Yes. The Undelivered dashboard shows every email that wasn’t processed, with a specific status explaining why (trust blocked, rate limited, unmapped, inactive agent, etc.). Use the “Group by sender” toggle to spot patterns across senders.
Sender Trust & Safety
Section titled “Sender Trust & Safety”How does Know Reply decide which emails to process?
Section titled “How does Know Reply decide which emails to process?”Every inbound email is evaluated with a trust score (0–100) based on authentication (SPF/DKIM/DMARC), whether the sender is a known contact, sending rate, reputation history, and content risk. Emails scoring above the threshold are processed normally; low-scoring emails are quarantined or blocked.
Can I block a specific sender?
Section titled “Can I block a specific sender?”Yes. Go to Insights > Customers, select the contact, and click Block Sender. All future emails from that address will be rejected immediately. You can unblock them at any time.
What happens to quarantined emails?
Section titled “What happens to quarantined emails?”Quarantined emails are held in the Undelivered dashboard for your review. The agent does not process them. You can retry, hide, or delete them from there.
Can I adjust the trust thresholds?
Section titled “Can I adjust the trust thresholds?”Yes. Trust score thresholds (block, quarantine) are configurable per organization, allowing you to be stricter or more lenient based on your needs.
Does sender reputation recover over time?
Section titled “Does sender reputation recover over time?”Yes. Only the last 30 days of trust events are considered. If a sender stops triggering safety blocks or negative escalations, their reputation gradually returns to baseline. You can also manually clear trust incidents from a contact’s profile.
Security & Privacy
Section titled “Security & Privacy”Is my data secure?
Section titled “Is my data secure?”Yes. All data is encrypted in transit (TLS 1.2+) and at rest (AES-256). Email content, tokens, and credentials are stored in isolated encrypted fields.
Is Know Reply GDPR compliant?
Section titled “Is Know Reply GDPR compliant?”Yes. We process data per GDPR requirements. Data Processing Agreements available on request. Email content is used only to generate replies, not for AI training.
Does Know Reply support 2FA?
Section titled “Does Know Reply support 2FA?”Yes. Enable from Settings > Profile > Security. Works with authenticator apps like Google Authenticator, Authy, and 1Password.
Can I delete my data?
Section titled “Can I delete my data?”Yes. Delete individual agents, connections, or knowledge base entries anytime. To delete everything, go to Settings > Workspace Settings > Danger Zone > Delete Workspace.
Billing & Plans
Section titled “Billing & Plans”Is there a free tier?
Section titled “Is there a free tier?”Yes. The free plan lets you try Know Reply with limited volume. No credit card required.
What’s the difference between free and paid plans?
Section titled “What’s the difference between free and paid plans?”Free plans require human review of all drafts before sending. Paid plans unlock auto-send, more agents, more knowledge documents, and additional integrations.
How do I upgrade?
Section titled “How do I upgrade?”Go to Settings > Billing. Upgrades take effect immediately with prorated billing.
Can I cancel anytime?
Section titled “Can I cancel anytime?”Yes. Cancel from Settings > Billing. Your workspace stays active until the end of the billing period, then reverts to the free tier. No data is deleted.
Troubleshooting
Section titled “Troubleshooting”The agent isn’t responding to emails
Section titled “The agent isn’t responding to emails”Check that:
- The agent is set to Active
- The email account is connected (green indicator)
- The inbox is receiving emails (check in your email provider)
Responses aren’t accurate
Section titled “Responses aren’t accurate”Improve your knowledge base:
- Check the Knowledge Base & FAQ dashboard in Insights to see what questions come up
- Add or update content covering those topics
- Use the Special Instructions in agent settings to guide behavior
The crawler missed pages on my site
Section titled “The crawler missed pages on my site”Try:
- Increasing Max Depth in Advanced Options
- Checking that pages aren’t excluded by your URL filter
- Ensuring pages are publicly accessible (not behind login)
An integration isn’t working
Section titled “An integration isn’t working”Check the Toolkit dashboard for error messages. Common issues:
- Expired API key—reconnect with a fresh key
- Missing permissions—reauthorize with the required scopes
- Rate limits—the tool may be throttling requests
Emails are going to spam
Section titled “Emails are going to spam”This is usually a sender reputation issue with your email provider, not Know Reply. Check your SPF, DKIM, and DMARC settings.