Category Management: Knowledge Base

When generating an AI Reply, ReplyFabric's RAG (retrieval-augmented generation) system scans your uploaded reference documents — together with your FAQs — to ground its answer in your actual policies and product details, rather than guessing. (AI Forward drafts don't use Knowledge Base or FAQ content — see Category Management: Understanding Intents.) This is configured per category, per language, from that category's Knowledge Base tab in Category Management — not a single global settings page.

Upload PDF, DOC, DOCX, or TXT files, up to 10MB per file, per language. Excel files (XLS/XLSX) aren't supported for security reasons — convert them to PDF first. Common uploads include product guides, policies (returns, refunds, shipping), and SLAs.

What's next

• Category Management: FAQs — direct question-and-answer pairs, the other source the AI draws from alongside the Knowledge Base.
• Category Management: Understanding Intents — how ReplyFabric narrows down an email's purpose within a category before drafting a reply.