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The Knowledge base page on its Canned responses tab: six folders of reply templates, each with its response count and language, under the tabs Knowledge base, Voice & style, Canned responses, and AI instructions
Knowledge base is the dashboard page (Reviews > Knowledge base in the sidebar) where you manage everything AppReply draws on to write replies in your voice: uploaded documents and crawled help sites, your brand-voice settings, and folders of reusable canned responses. It’s organized into four tabs: Knowledge base, Voice & style, Canned responses, and AI instructions, which has its own guide.

Knowledge base

The knowledge base grounds AI-generated replies with real product facts, so MAX can point a user at an actual fix instead of a generic apology. There are two ways to add to it:
A rich-text editor (bold, headings, lists, quotes, links) for writing guidance directly. There is no per-article length limit, and an organization can have up to 100 written articles. Scope each article to a specific app or to “All apps” across your organization.
Upload PDF, TXT, MD, DOC, or DOCX files, up to 5MB each and 10 files per batch.
Point AppReply at a docs site or help center (Pro plan). It previews the pages it can find, lets you pick which to include, or skip the picker and crawl the whole site (Skip picker, crawl all). It re-crawls on a schedule you set so the knowledge base stays current as your docs change.
Every document and URL source shows a status and can be filtered by app. Documents show Processing while indexing, then Ready (or Failed). URL sources show Pending, Crawling, then Ready (or Paused, Error). Documents & sources shows the tab and explains how both are processed.
Writing articles and uploading files need an active paid plan. Add URL source needs the Pro plan. An organization can have up to 5 URL sources (1 during the free trial; Ultimate has no cap).

Voice & style

Two settings live on this tab: AI reply disclosure is an optional phrase (up to 150 characters) appended to the end of every AI-generated reply that auto-posts to a store. You can set a default phrase and override it per language; leave it blank to disable the disclosure entirely. It’s excluded from reply quality scoring, so it can’t trip a signature or length check. Voice & style shows AppReply’s derived voice profile for the selected app: a customer-scoped tone profile built from your own published replies (sign-offs, phrasing, recurring details), used to steer generated replies toward sounding like your team rather than a generic assistant. The voice profile (Agentic Memory) is enabled per organization by AppReply, on request. Until it is enabled, the section shows a locked card with a Chat to us button.
Voice & style tab: the AI reply disclosure form above a locked Agentic Memory voice profile panel

Canned responses

Canned responses are organized into folders, one language per folder. Each folder card shows how many saved responses it holds and its language; open one to add, edit, or delete individual responses, or use Generate responses with AI to draft a batch at once. The menu on a folder card offers Edit folder and Delete folder.
Canned response folders with one folder's menu open, offering Edit folder and Delete folder
Inside a folder: four saved canned responses with their preview text
From the Reviews Feed, the composer’s Select template picker searches across your folders and applies whichever response you choose. In automations and bulk actions, you select a whole folder rather than a single response. AppReply picks a response from it at random each time, so reviewers matched by the same rule don’t all receive an identical reply.

AI instructions

Reusable guidance the AI follows when generating manual replies

AppReply MAX

How AppReply learns your team’s voice from replies you’ve already sent