Managing DialNexa Knowledge Base Documents

Manage DialNexa knowledge base documents by uploading, listing, updating, deleting, downloading, and extracting content for a knowledge base.

Managing DialNexa knowledge base documents means keeping source content accurate, searchable, and safe to use in agent responses. Users can upload documents, list documents by knowledge base, update metadata, soft-delete one or many documents, extract merged content, and download source files.

Knowledge management is mostly deciding what not to let the agent keep believing.

Document Actions

These actions keep knowledge content current.

Action	Purpose
Upload	Add a PDF, TXT, or supported file with title, description, and source.
List by knowledge base	See all documents attached to one collection.
Update	Change document metadata or content fields.
Delete one	Soft-delete a document.
Delete multiple	Remove several documents from the same knowledge base.
Download	Retrieve the stored source document when available.
Extract and upload	Merge knowledge base content for downstream storage.

Maintain Knowledge Quality

1. Review content owner

   Know who approves each document.

2. Replace stale documents

   Update or delete documents when policies change.

3. Retest agent answers

   Ask questions covered by changed documents.

4. Use call evidence

   If the agent answered incorrectly, compare transcript and knowledge content.

Document Management Mistakes

Uploading duplicates

Duplicate content can confuse review and maintenance.

Deleting without retesting

The agent may lose an answer path.

Using vague titles

Reviewers need to know what each document contains.

Ignoring source

Add source labels when documents come from different teams or systems.

Related Reading

Documents And Limits

Prepare uploads.

Using Knowledge In Agents

Connect knowledge to callers.

Call Detail Page

Review answers.