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When knowledge items are outdated, incorrect, or no longer needed, you can delete them from your knowledge base. This article covers what can be deleted, how the process works, and what to watch out for when items are linked to assistants.

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What Can Be Deleted

You can delete any knowledge item that you created yourself. System items (auto-generated by VozAgent) cannot be deleted.
Item typeCan be deleted?
Text content (user-created)Yes
Website (user-created)Yes
PDF / Document (user-created)Yes
System items (Business KB, Website KB)No
System items are marked with a System badge and lock icon. They are permanently linked to your assistants and cannot be unlinked.

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How to Delete a Knowledge Item

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From the Knowledge page

  1. Go to Knowledge in your dashboard sidebar
  2. Find the item you want to delete
  3. Click the trash icon button on the item
A confirmation dialog appears titled Delete Document.

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From the documents list view

If you are viewing items inside a specific knowledge base:
  1. Click the three-dot menu on the item row
  2. Select Delete
The same confirmation dialog appears.

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The Delete Confirmation Dialog

When you click delete, a confirmation dialog asks you to confirm. What you see depends on whether the item is linked to any assistants. If the item is not linked to any assistants, the dialog is straightforward:
  • Title: “Delete Document”
  • Message: “Are you sure you want to delete ‘[item title]’?”
  • Warning: “This action cannot be undone.”
  • Click Delete to confirm, or Cancel to go back
The Delete button shows “Deleting…” while the operation is in progress.

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Items linked to assistants

If the item is linked to one or more assistants, the dialog includes extra safety measures to prevent accidental data loss:
  1. An amber warning box appears explaining the impact:
    “This document is linked to [X] assistant(s). Deleting it will remove access to this information from those assistants. They will no longer be able to reference this content when answering questions.”
  2. A confirmation field requires you to type DELETE (in capital letters) before the Delete button becomes active
This extra step protects you from accidentally removing knowledge that your assistants are actively using during calls.

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What Happens When You Delete an Item

When you confirm the deletion:
  1. The item is permanently removed from your knowledge base. This cannot be undone.
  2. All assistant links are removed. Any assistants that were using this item will no longer have access to its content.
  3. Assistants are updated automatically. You do not need to manually update each assistant — VozAgent handles the disconnection.
  4. The assistant count on other items is not affected. Only the deleted item’s links are removed.
Important: Deletion is permanent. If you think you might need the content again, consider copying it somewhere safe before deleting, or simply unlink it from your assistants instead.

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Deleting vs. Unlinking

It is important to understand the difference between deleting and unlinking:
ActionWhat it doesWhen to use it
DeletePermanently removes the item from your knowledge base and all assistantsThe content is outdated, wrong, or no longer useful to any assistant
UnlinkRemoves the item from a specific assistant but keeps it in your knowledge baseYou want one assistant to stop using it, but other assistants still need it
To unlink an item from a specific assistant, go to the assistant’s detail page, find the item in the Knowledge section, and click the X button. See Linking Knowledge to Assistants for details.

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Cleaning Up Unused Items

Over time, your knowledge base may accumulate items that are no longer linked to any assistants. You can identify these by checking the assistant count shown on each item in the Knowledge list:
  • Items showing “0 assistants” are not being used by any assistant
  • These items still take up space in your knowledge base but do not affect any calls
  • Consider deleting them to keep your knowledge base tidy

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Admin Permissions

Only admin users can delete knowledge items. If you have a non-admin role:
  • You can view knowledge items and their content
  • The trash icon / delete option will not appear
  • Contact your organization admin to delete items
For a full breakdown of what each role can do, see Managing Knowledge Items.

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Troubleshooting

The delete button is grayed out.
  • If the item is linked to assistants, you must type DELETE in the confirmation field before the button becomes active. Make sure you type it in capital letters.
I do not see a delete option on an item.
  • Check if the item has a System badge. System items cannot be deleted.
  • Check your user role. Only admins can delete items.
I accidentally deleted an item.