RK Item Types
The five types of knowledge that power AI conversations across every channel
What It Is
The Reusable Knowledge Base contains five distinct item types. Each type serves a different conversational purpose — and SI, Phona, and Live Chat use them at different moments during engagement.
Understanding the distinction between types helps you build a balanced RK library. A library heavy on Talking Points but empty on Objections means SI can pitch well but struggles when prospects push back. A library full of FAQs but missing Conversation Starters means SI answers questions but never initiates meaningful dialogue.
Here is what each type does, when it gets used, and what makes a good item of that type.
Why It Matters
Each item type maps to a different moment in a conversation:
Objections surface when a prospect resists — "too expensive," "not the right time," "I'm happy with my current tool." Without Objection items, SI either agrees (undermining your position), deflects vaguely (frustrating the contact), or escalates immediately (losing the chance to address the concern).
Talking Points are needed when SI must articulate *why* your product matters. During active nurturing, email outreach, and sales conversations, SI needs concrete value propositions to reference — not generic claims.
FAQs handle the questions that come up repeatedly. When a contact asks "Do you integrate with Salesforce?" in live chat, you want a consistent, accurate answer — not a different response every time depending on which AI model phrased it.
Rapport Questions keep conversations human. After the product details have been covered, SI needs ways to deepen the relationship — showing interest in the contact's situation rather than always steering toward a sale.
Conversation Starters solve the hardest problem in long-term nurturing: what to say when you have nothing to sell. When a contact has been in the pipeline for three months and every feature has been discussed, Conversation Starters give SI a reason to reach out that feels natural and relevant.
How It Works
Objections
An Objection item has a title (the objection itself, e.g., "Too expensive") and a response (how to address it). SI uses Objections reactively — when it detects pushback in a reply, a chat message, or a call transcript, it searches the RK for a matching Objection and uses the response strategy.
Good Objection items acknowledge the concern before countering it. "I understand budget is a consideration" is a better opening than "Actually, our pricing is very competitive." Scope Objections to specific wares when the objection is product-specific (e.g., pricing objection for the Enterprise plan vs. the Starter plan).
Talking Points
A Talking Point has a title (the value proposition or differentiator) and a response (the full articulation). SI uses Talking Points proactively — when composing outreach emails, nurture sequences, or proposal content, it selects relevant Talking Points based on the contact's segment, stage, and engagement history.
Good Talking Points are specific and outcome-focused. "Agency-Level Polish" with a response about the Design Hub producing professional visuals is better than a generic "We have great design tools." Tag Talking Points with categories like `value_proposition`, `differentiation`, or `social_proof` to help SI select the right one for the moment.
FAQs
An FAQ has a question (what the contact asks) and an answer (the accurate response). SI, Phona, and Live Chat all reference FAQs when a contact asks a direct question. FAQs are the most literal RK type — the answer should be factually precise and consistent.
Good FAQs cover the questions your team answers repeatedly. Check your support inbox, live chat transcripts, and call logs for patterns. If the same question comes up 10 times a month, it belongs in the RK as an FAQ.
Rapport Questions
A Rapport item has a question (designed to build relationship) and context for when to use it. SI uses Rapport Questions during conversational moments — mid-call on Phona, in a live chat after the main question is resolved, or in an email when the contact has been responsive.
Good Rapport Questions show genuine curiosity about the contact's situation. "What is the biggest challenge you are facing with client follow-up right now?" is better than "How is business going?" The more specific the question, the more likely it generates a meaningful response.
Conversation Starters
A Conversation Starter has a hook (the opening line or theme) and a response (the full message). SI uses Conversation Starters when initiating contact — re-engaging dormant leads, starting a new nurture thread, or reaching out after a significant gap.
Good Conversation Starters reference something relevant: an industry trend, a seasonal theme, a new feature announcement, or a question that invites the contact to share their perspective. "Just checking in" is the opposite of a Conversation Starter. "We just published a report on lead response times in real estate — curious if the data matches your experience" is a Conversation Starter.
When SI Uses Each Type
| RK Type | When SI Reaches for It | Primary Channels | Example Title |
|---|---|---|---|
| Objections | Contact pushes back, raises concerns, or expresses hesitation | Email replies, Phona calls, Live Chat | "Too Expensive" / "Not the Right Time" |
| Talking Points | Composing outreach, nurture emails, or sales content | Email, SMS, Proposals | "Agency-Level Polish" / "Automated Prospecting Team" |
| FAQs | Contact asks a direct question about your product or service | Live Chat, Phona, Email replies | "What payment methods do you accept?" |
| Rapport | Conversational moments where deepening the relationship matters | Phona calls, Live Chat, Email | "What is your biggest follow-up challenge?" |
| Conversation Starters | Initiating contact, re-engaging dormant leads, breaking silence | Email, SMS | "Industry report on lead response times" |
Examples
A prospect replies to an email saying "This looks great but we cannot justify the cost right now"
SI detects a pricing/timing objection. It searches the RK for Objection items matching "cost" or "budget" — finds "Not the Right Time" and "Price Sensitivity." It composes a reply that acknowledges the budget concern, references a Talking Point about ROI from similar businesses, and suggests a lower-commitment entry point. All from the RK, personalized by SI.
SI needs to re-engage a realtor who has been quiet for 6 weeks
SI has exhausted product-focused messaging. It searches Conversation Starters scoped to the realtor audience and finds "Local market data just released — curious how your pipeline is tracking this quarter." SI uses this as the hook for a re-engagement email that feels relevant and timely rather than generic.
Phona is on a discovery call and the prospect has answered all qualification questions
The call is going well but the structured questions are done. Phona references a Rapport Question: "What is the one thing you wish you could automate tomorrow if you could snap your fingers?" This keeps the conversation flowing naturally and often reveals pain points the structured questions missed.
