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 create knowledge bases, rename them, upload documents, list documents by knowledge base, delete documents, download source files, and soft-delete one or many knowledge bases.

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

Before You Begin

Confirm the document is current, permitted for agent use, readable without missing context, and free of secrets or content the agent should not disclose.

Manage DialNexa Knowledge Base Documents

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.
Rename knowledge base	Change the collection name without changing its documents.
Add documents	Upload files into an existing knowledge base.
Delete one	Soft-delete a document.
Delete multiple	Remove several documents from the same knowledge base.
Download	Retrieve the stored source document when available.

Knowledge Base Page Actions

The Knowledge Base page shows workspace knowledge bases in the sidebar. Selecting a knowledge base opens its details, document list, and actions.

Action	What happens
Copy ID	Copies the knowledge base ID for support or API-adjacent troubleshooting.
Edit	Lets you rename the knowledge base and upload more documents.
Delete document	Removes the selected document from future retrieval.
Download document	Downloads the stored source file when available.
Delete knowledge base	Checks whether the current draft or latest published version of any agent still uses the knowledge base before deletion.

Knowledge base deletion is blocked while any agent still references it in the current draft or latest published version. The conflict response lists the affected agent IDs. Remove the knowledge base from those agent versions, publish any replacement draft when needed, then retry deletion.

Maintain Knowledge Quality

1. Review content owner

   Know who approves each document.

2. Replace stale documents

   Update or delete documents when policies change.

3. Check affected agents before deletion

   Review the affected agent IDs before deleting a knowledge base. Unlink the knowledge base from each current draft or latest published version first.

4. Retest agent answers

   Ask questions covered by changed documents.

5. 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.

Verify Document Changes

Confirm the document reaches the expected processing state, then ask the attached agent a question whose answer exists in the document and one whose answer does not.

Related Reading

Documents And Limits

Prepare uploads.

Using Knowledge In Agents

Connect knowledge to callers.

Call Detail Page

Review answers.