What is the Reusable Knowledge Base?
The substance behind every AI conversation — objections, talking points, FAQs, rapport, and conversation starters
Your brand definition tells SI how to sound. Your mandates tell SI how to behave. The Reusable Knowledge Base (RK) tells SI what to *say*.
The RK is a library of pre-crafted content items — organized into five types — that SI, Phona (voice AI), and Live Chat draw from during every interaction. When SI writes a follow-up email to a prospect who raised a pricing concern, it pulls from your Objections. When Phona opens a discovery call, it draws from your Conversation Starters. When Live Chat answers a common question, it references your FAQs.
As of the April 2026 update, RK items are fully embedded in every SI pass. This means SI does not just reference them reactively — it uses them proactively to construct micro-conversations that keep engagement meaningful over time, even in long nurturing cycles where product-focused messaging has been exhausted.
The RK lives in Library > Reusable Knowledge and can be populated manually or generated by AI from your brand context in one click.
Key Concepts
Pre-crafted responses to common pushback your prospects raise — pricing concerns, competitor comparisons, trust hesitations, timing objections. SI uses these to handle resistance confidently instead of deflecting.
Key value propositions, differentiators, and proof points that reinforce why your product or service matters. SI weaves these into emails, calls, and chats to keep messaging substantive.
Answers to frequently asked questions about your products, services, processes, and policies. Used by Live Chat, Phona, and SI to give accurate, consistent answers across all channels.
Conversation builders designed to deepen the relationship — questions that show genuine interest in the contact's situation rather than jumping straight to selling.
Openers designed to initiate meaningful dialogue — icebreakers, thought-provoking questions, or contextual hooks that give SI a reason to reach out beyond "just checking in."
Capabilities
AI Generation
Click **Generate with AI** to produce items from your brand context. Choose the type, number of items (3, 5, 10, or 15), optional product scope, and additional context. Review and select which items to keep.
Manual Creation
Click **+ Add Item** to create items manually. Define the type, title/question, response/answer, product scope, persona scope, severity, category, and internal notes.
Product & Persona Scoping
Scope items to a specific ware (product/service) or persona. SI uses scoped items only when engaging contacts that match — ensuring the right material reaches the right audience.
Severity Weighting
Set severity to Low, Medium, or High. Higher severity items carry more weight in SI's decision-making — a High objection response takes priority over a Low talking point when both could apply.
Cross-Channel Usage
RK items are consumed by SI (email, SMS), Phona (voice calls), and Live Chat — ensuring consistent, informed communication regardless of which channel the contact prefers.
How It All Fits Together
The RK sits alongside your brand definition and mandates as the third pillar of SI's communication intelligence:
Brand Definition → How SI sounds (voice, tone, personality)
Mandates → How SI behaves (rules, restrictions, cadence)
Reusable Knowledge → What SI says (substance, content, responses)
Without RK, SI can write emails that sound like your brand and follow your mandate rules — but the content may lack the specific talking points, objection responses, and conversational depth that turn generic outreach into meaningful engagement.
With a well-populated RK, SI has a library of substantive material to draw from. When a prospect goes quiet after seeing pricing, SI does not send a generic follow-up. It pulls a relevant Objection response about pricing concerns, pairs it with a Talking Point about value, and crafts a message that addresses the specific hesitation — all in your brand voice, following your mandate rules.
This three-layer system — voice, behavior, and substance — is what allows SI to produce communication that no template sequence can match. Templates run out after six emails. RK gives SI an ever-growing library of material to draw from, ensuring communication stays fresh and relevant across months of nurturing.
