Reply handling lets you create custom answers in your Knowledge base for the most common questions your prospects ask. Once set up, these instructions help your AI SDR respond accurately and consistently to frequent inquiries.
Reply handling works hand-in-hand with your AI SDR knowledge base. The knowledge base gives Jason the core information about your product – features, benefits, pricing, FAQs, guides, and more – while reply handlers tell Jason how to respond when certain questions are detected.
This gives you more control over AI-generated replies and lets you choose whether replies are sent automatically, saved as drafts, or paused so your team can reply manually.
Create a Reply handler
To create a Reply handler:
Go to the AI SDR → Knowledge Bases page.
Select your knowledge base.
Open the Reply Handling tab.
Click on New handler.
Describe a common question your prospects might ask (e.g., “Do you offer a free trial?” or “How much does it cost?”)
Choose a delivery mode
Select how you'd like this type of reply to be handled:
Auto – Jason generates and sends the reply automatically.
Draft – Jason generates a draft for you to review and send manually.
Stop & notify [Beta] – AI SDR pauses communication with the contact and sends a notification to the mailbox that started the conversation. You can also add additional email addresses to receive these notifications, so someone from your team can review the message and reply manually.
💡 You can use different delivery modes for different Reply handlers. For example, common pricing questions can be answered automatically, while more complex questions can be saved as drafts or handled with Stop & notify.
If you use multiple delivery modes, make sure to select Mixed under What would you like to do with the AI-generated reply? in the Jason AI settings.
Configure the reply
Complete the remaining fields:
Instructions – Explain what the AI should include in its answer and provide any prompts or guidance to shape the response.
Sample answer (Optional) – Add an example of a well-written reply to help the AI understand the tone and structure you want.
Tone of voice – Choose from confident, persuasive, witty, straightforward, or empathetic.
Response length – Select how long the reply should be: super short, short, medium, or long.
Resources – Include any links you want the AI to share, such as pricing pages, documentation, or onboarding guides.
Media – Upload any attachments (PDF, DOC, DOCX) you want the AI to send when this question is asked.
Once your Knowledge base is attached to a sequence, AI SDR will use your Reply handlers whenever a prospect asks a matching question and handle each reply according to its configured delivery mode.