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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.

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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.

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Manage DialNexa Knowledge Base Documents

These actions keep knowledge content current.

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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. DialNexa Knowledge Base detail page with the selected collection, uploaded PDF, download control, edit action, and delete action. 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.

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Wait For Document Processing

An accepted upload is not yet ready for retrieval. DialNexa processes and indexes the document after accepting the file. Keep the Knowledge Base page open until processing finishes before relying on the document in agent answers. The visible page refreshes processing status about every five seconds. Background tabs pause these checks and refresh when you return. A tab that has been hidden may therefore show an older state briefly. Record any failure message before reloading or leaving the page. Upload notifications are tracked in the tab that started the upload and may not remain after a reload. If a document disappears after a failed upload, do not assume it is available to the agent. Review document formats and limits, correct the cause, and upload the corrected file.

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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.

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Document Management Mistakes

Duplicate content can confuse review and maintenance.
The agent may lose an answer path.
Reviewers need to know what each document contains.
Add source labels when documents come from different teams or systems.

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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.

Documents And Limits

Prepare uploads.

Using Knowledge In Agents

Connect knowledge to callers.

Call Detail Page

Review answers.