Knowledge base

What's included

Replify's knowledge base lets you write help articles inside WordPress and surface them to visitors through the widget, the public KB page, or AI-suggested answers. The free tier includes the full block editor, hierarchical categories, article health scoring, AI summaries, and up to 100 published articles. Pro removes the article limit and adds analytics, feedback management, content gap detection, and bulk operations.

The block editor

Articles are written in a block editor that supports:

• Rich text. Bold, italic, links, inline code.
• Headings. H2 through H4 for article structure.
• Lists. Ordered and unordered, with nesting.
• Code blocks. Syntax-highlighted fenced code.
• Images. Upload or drag-and-drop. Renders inline with alt text support.
• Links. Internal cross-links to other articles, or external URLs.

Every save creates a revision. You can view past revisions and restore any previous version.

Categories

Articles are organised into categories. Categories are hierarchical (parent/child) and can be reordered with drag-and-drop. Each category has a name, slug, and optional icon. Visitors browsing the public KB see articles grouped by category.

Article visibility and drafts

Every article has one of three visibility states:

• Public. Visible to all visitors on the front-end widget and public KB page.
• Internal. Visible only to logged-in agents. Use for internal SOPs or troubleshooting guides that should not be customer-facing.
• Draft. Not visible anywhere. Work in progress.

Article health badge

Each article shows a health badge that scores three dimensions:

• SEO. Title length, meta description, heading structure, slug quality.
• Readability. Sentence length, paragraph density, jargon detection.
• Completeness. Word count, image presence, internal links.

The badge updates in real time as you edit. Aim for green on all three before publishing.

AI summaries

When you have a BYO-AI provider configured, Replify can generate a one-paragraph summary for any article. The summary appears at the top of the article on the public KB and inside widget search results. You can regenerate or manually edit the summary at any time.

Free tier limits

The free tier supports up to 100 published articles. Drafts and internal articles count toward this limit. If you hit 100, you can still edit existing articles but cannot publish new ones until you upgrade or delete some.

Pro additions

• Unlimited articles. No cap on published, draft, or internal articles.
• KB analytics. See which articles are most viewed, what visitors search for, and which searches return no results.
• Feedback management. Visitors can rate articles (helpful / not helpful) with optional comments. View and respond to feedback from the admin.
• Content gap detection. Replify identifies search queries and chat topics that have no matching article, then suggests new articles to write.
• Bulk operations. Multi-select articles to change category, visibility, or delete in batch.

To expose your knowledge base on the front-end, see Public knowledge base.