Knowledge Base Sync Issues

If your knowledge base items aren’t updating, documents are stuck in a “Scanning” state, or your assistant isn’t using the latest information during calls, this guide will help you identify and fix the issue.

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Item Stuck in “Scanning” Status

Symptoms: A knowledge item shows a “Scanning” badge with a spinner that never goes away, even after several minutes. Solutions:

1. Wait a few minutes. Processing time depends on the size and complexity of the content. A short document may take a few seconds, while a large PDF or a website with many pages can take up to a couple of minutes.
2. Refresh the page. Sometimes the UI doesn’t update after processing completes. Do a hard refresh (Cmd+Shift+R on Mac, Ctrl+Shift+R on Windows) and check the status again.
3. Check if it changed to “Error.” If processing failed, the status will switch from “Scanning” to “Error” with a brief explanation below the title. See the next section for how to handle errors.
4. Delete and re-add the item. If the item has been stuck in “Scanning” for more than 10 minutes:
   • Click the trash icon to delete the item
   • Re-add it using the same source (re-upload the document, re-enter the URL, or re-paste the text)
   • This starts a fresh processing job

Note: System items (marked with a lock icon) cannot be deleted, unlinked, or viewed. Their content is locked. If a system item is stuck, use the sync button (refresh icon) to restart processing, or contact support.

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Item Shows “Error” Status

Symptoms: A knowledge item displays a red “Error” badge, and the assistant may not be able to reference that content during calls. Common causes and solutions:

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Website Items

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Document Items

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For any error type

1. View the error message. The error description appears below the item title on the Knowledge page. It tells you what went wrong.
2. Retry processing. In the documents list view, click the three-dot menu on the item and select Retry to reprocess the content.
3. Delete and re-add. If retrying doesn’t work, delete the item and create it again with the corrected source.

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Supported File Formats and Size Limits

Before uploading a document, make sure it meets VozAgent’s requirements: Maximum file size: 10 MB. If your file exceeds this limit, you’ll see an error: “File size must be less than 10MB.” Tips for large files:

• Break large documents into smaller, focused files (e.g., split a 50-page manual into chapters)
• Use the text content option to paste the most important sections manually
• Remove images and heavy formatting to reduce file size

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Knowledge Not Reflecting on Calls

Symptoms: You added or updated knowledge, but your assistant still gives outdated answers or doesn’t reference the new content. Solutions:

1. Verify the item finished processing. Go to Knowledge in the sidebar and make sure the item shows no status badge (meaning it’s ready). If it still shows “Scanning” or “Error,” the content isn’t available to your assistant yet.
2. Check that the item is linked to your assistant. Adding an item to your knowledge base doesn’t automatically make it available to all assistants. Each item must be linked to the specific assistant that should use it.
   • Open your assistant’s detail page
   • Go to the Knowledge tab
   • Verify the item appears in the linked list
   • If not, add it
3. View the extracted content. Click the eye icon on the knowledge item to see what text was actually extracted. Sometimes website scraping or document extraction misses content or captures it incorrectly. If the extracted text doesn’t include the information you need, consider adding it as a separate text item.
4. Allow time for sync. After adding or updating knowledge, it can take a minute or two for the changes to be fully available during calls. Try testing after a short wait.

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System Knowledge Items Not Updating

Symptoms: The auto-generated system knowledge items (Business KB or Website KB) contain outdated information.

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Re-syncing the Business KB

The Business KB item is generated from your business profile information. If you’ve updated your profile but the knowledge doesn’t reflect the changes:

1. Go to Knowledge in the sidebar
2. Find the item marked with a System badge and no source URL (this is the Business KB)
3. Click the sync button (refresh icon) — tooltip says “Sync with business profile”
4. Wait for the spinner to complete

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Re-syncing the Website KB

The Website KB item is scraped from your business website. If you’ve updated your website:

1. Go to Knowledge in the sidebar
2. Find the system item with a source URL (this is the Website KB)
3. Click the sync button (refresh icon) — tooltip says “Re-scrape website”
4. Wait for the re-scrape to complete

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

Tip: Get in the habit of syncing your system knowledge items whenever you make changes to your business profile or website. This keeps your assistant’s information fresh and accurate.

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Manual Resync of All Knowledge

If your assistant’s behavior suggests it’s not using any knowledge at all, or multiple items seem out of sync:

1. Check the assistant’s knowledge links. Open the assistant, go to the Knowledge tab, and verify which items are linked. If no items are linked, the assistant has no knowledge to reference.
2. Re-link items if needed. Remove and re-add knowledge items to the assistant. This forces the system to rebuild the assistant’s knowledge index.
3. Contact support. If you’ve verified that items are linked and processed, but the assistant still isn’t using them, email support@vozagent.ai with your account email and the assistant name. Our team can investigate the knowledge sync pipeline for your account.

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Next Steps

• Knowledge Base Overview — How knowledge bases work in VozAgent
• Uploading Documents — File upload guide with format details
• Managing Knowledge Items — Edit, delete, and sync your knowledge
• Getting Support — Contact VozAgent support for additional help