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After adding training resources to your knowledge base, you may need to update them as your business information changes. This article explains which items can be edited and how to make changes.

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What Can Be Edited

Not all knowledge items can be edited after creation. The type of item and whether it was created by the system determines what you can change:
Item typeEditable?What you can change
Text content (user-created)YesTitle and text content
Website (user-created)NoCannot be edited — delete and re-add instead
PDF / DocumentNoCannot be edited — delete and re-upload instead
System items (auto-generated)NoUse the sync button to refresh instead

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Editing a Text Content Item

Text items are the most flexible — you can update both the title and the full text content at any time.
  1. Go to Knowledge in your dashboard sidebar
  2. Find the text item you want to edit
  3. Click the pencil icon (Edit) on the item
A side panel opens titled Edit Text Content:
  • Title — Update the name of the item (up to 200 characters). This is how the item appears in your knowledge list.
  • Text Content — Edit the full content in the large text area. This is the actual information your assistant will reference during calls.
  1. Make your changes
  2. Click Update Content to save
The button shows “Saving…” while the update is processing. Once saved, the panel closes automatically and your changes are live.
Tip: After editing, your assistant will use the updated content on the very next call. There is no delay or re-processing step for text items.

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Editing from the Documents View

If you are viewing items inside a specific knowledge base (the documents list view), you can also edit text items from there:
  1. Click the three-dot menu on the item row
  2. Select Edit
  3. The edit dialog opens with the same fields described above
  4. Make your changes and click the save button
This option appears for text content items only. Website and PDF/document items do not show the Edit option in the menu.

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What to Do When You Cannot Edit

For item types that cannot be directly edited, here are your options:

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PDF / Document items

Uploaded documents cannot be modified after upload. To update the content:
  1. Delete the existing item
  2. Upload the updated document as a new item
  3. Re-link the new item to any assistants that were using the old one

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System items (auto-generated)

System knowledge items are fully locked by VozAgent. Their content is not viewable, they cannot be edited, and they cannot be unlinked from assistants. Instead of editing them directly:
  • Business KB — Update your business profile in Settings > Business Profile, then click the sync button (refresh icon) on the item to regenerate it
  • Website KB — Update your actual website, then click the sync button on the item to re-scrape the latest content
For more details on syncing system items, see Managing Knowledge Items.

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Admin Permissions

Only admin users can edit knowledge items. If you have a non-admin role:
  • You can view knowledge items and their content
  • The edit button (pencil icon) will not appear
  • Contact your organization admin to make changes

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Tips for Keeping Knowledge Current

  • Review after business changes — Whenever you update your hours, pricing, services, or policies, update the matching knowledge items so your assistant stays accurate.
  • Check the content after editing — Use the view content button (eye icon) to verify the saved content looks correct.
  • Update titles for clarity — A clear, descriptive title helps you find items quickly and makes the knowledge list easier to manage.
  • Re-add after website updates — Website items cannot be edited after creation. If you need to update a website knowledge item, delete it and add the URL again. For system website items, use the sync button from the knowledge list to re-scrape.