Managing Knowledge Items

Once you’ve added training resources to your knowledge base, you’ll want to keep them organized and up to date. This article covers everything you can do with your knowledge items from the Knowledge page.

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The Knowledge List

The Knowledge page shows all training resources in your organization in a single list. Items are sorted with system items at the top (Business KB first, then Website KB), followed by your manually added items sorted newest first. Each item in the list shows:

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Viewing Item Content

You can view the full extracted content of any user-created knowledge item:

1. Find the item in your Knowledge list
2. Click the eye icon button (tooltip: “View content”)

Note: System items (marked with a lock icon) have locked content that is not viewable. Clicking the view button on a system item shows a lock icon with a message instead of the content.

A dialog opens with the full content rendered as formatted text with Markdown support. The dialog header shows the resource type:

• Website Training Resource — for URL items
• Document Training Resource — for uploaded PDFs and other files
• Text Content Training Resource — for manually created text items

The dialog also shows the date the item was added (e.g., “January 15, 2025”). If the content is still being processed, you’ll see the message: “Content is being processed…” If there was an error, the error message is displayed instead. Click Close to dismiss the dialog.

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Editing Items

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What can be edited

Only text content items created by you (not system items) can be edited. Website items and uploaded documents cannot be modified after creation.

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How to edit a text item

1. Find the text item in your Knowledge list
2. Click the pencil icon button (tooltip: “Edit”)

A side panel opens with the title “Edit Text Content”:

• Title — update the name of the item (max 200 characters)
• Text Content — edit the full content in a large text area

3. Make your changes
4. Click Update Content to save

The button shows “Saving…” while the update is in progress.

Note: Only admin users see the edit button. If you have a non-admin role, you can view content but not modify it.

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Deleting Items

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What can be deleted

You can delete any user-created item. System items (marked with the System badge and lock icon) cannot be deleted or unlinked from assistants.

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How to delete an item

1. Find the item in your Knowledge list
2. Click the trash icon button (tooltip: “Delete”)

A confirmation dialog appears with the title “Delete Training Resource”:

• The dialog asks: “Are you sure you want to delete ‘[item title]’? This action cannot be undone.”
• Click Delete to confirm, or Cancel to go back

The button shows “Deleting…” while the operation is in progress.

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Deleting items linked to assistants

If the item is linked to one or more assistants, the delete dialog includes an extra warning:

• An amber warning box explains: “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.”
• You must type DELETE in the confirmation field before the Delete button becomes active

This extra step protects you from accidentally removing knowledge that your assistants are actively using.

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Syncing System Items

System knowledge items have a sync button (refresh icon) that lets you refresh their content. There are two types of system items, and each syncs differently:

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Business KB (no source URL)

This item is generated from your business profile information. Clicking the sync button re-generates it from your current profile data.

• Button tooltip: “Sync with business profile”
• Use this after you update your business profile to make sure the knowledge reflects your latest information

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Website KB (has source URL)

This item is scraped from your business website. Clicking the sync button re-scrapes the website to pull in the latest content.

• Button tooltip: “Re-scrape website”
• Use this after you update your website to make sure the knowledge reflects your latest web content

The refresh icon spins while the sync is in progress. You cannot click it again until the current sync completes.

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Understanding the Assistant Count

Each knowledge item shows how many assistants it’s connected to (e.g., “0 assistants”, “1 assistant”, “3 assistants”). This helps you understand which items are actively in use. An item with 0 assistants still exists in your knowledge base but isn’t being used by any assistant. You can link it to an assistant at any time from the assistant’s detail page. For instructions on linking knowledge to assistants, see Assistant Knowledge Base.

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Processing Errors and Retry

If a knowledge item fails to process, it shows an Error status badge in red. A brief error message appears below the title explaining what went wrong. Common reasons for errors:

• The URL is inaccessible or returns an error page
• The document file is corrupted or password-protected
• The document contains only images with no extractable text
• A temporary server issue occurred during processing

To retry a failed item from the documents list view, click the three-dot menu on the item and select Retry. This re-processes the content from the original source.

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Admin Permissions

Knowledge management is restricted to admin users. Here’s what each role can do: If you’re not an admin, the Add Knowledge button and edit/delete icons won’t appear. The empty state message for non-admins reads: “Only admins can manage the knowledge base. Contact your organization admin.”

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Best Practices

• Review regularly — check your knowledge items periodically to make sure the information is still accurate
• Clean up unused items — if an item has 0 assistants and you don’t plan to use it, consider removing it to keep things tidy
• Sync after website updates — whenever you update your business website, use the sync button on your system website item to pull in the latest content
• Check error items — don’t leave items in error status. Either retry them or delete and re-add them
• Use the view button — always verify that the extracted content looks correct, especially for website and document items where the extraction may not capture everything perfectly

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Related Articles

• Knowledge Base Overview
• Adding Website Content
• Uploading Documents
• Adding Text Content
• Assistant Knowledge Base