Knowledge Packs

Knowledge packs let you organize your knowledge base content into logical collections. Each pack groups related question-and-answer pairs or documents, making it easier to manage, upload, and maintain the content that powers your AI assistant's responses.

The Knowledge Packs page displays all packs as cards with content type badges, source counts, and action buttons.

Key concepts

Before working with knowledge packs, understand these core concepts:

• Content type — each pack is either QnA (question-answer pairs for direct lookup) or Document (whole documents for agent search without creating QnAs). You choose the type when creating a pack and it cannot be changed later. The console spells the content type QnA and an individual pair Q&A — this page follows the same convention.
• Sources — files you upload to a pack. Each source is first transferred from your browser (Uploading), then goes through the processing pipeline (Queued → Parsing → Chunking → Generating QnA → Indexing) before its content becomes searchable. Per-source progress and failures are shown inside the pack's details modal.
• Status — packs display an overall status derived from their sources: Syncing while any source is Queued, Parsing, Chunking, Generating QnA or Indexing; Error if a source failed and no source is in flight (in-flight work outranks a failure, so a source that is being retried reads Syncing, not Error); Active otherwise. A source that is still Uploading is deliberately not counted as in flight — the bytes are still with the browser — so on its own it does not make the pack Syncing: such a pack reads Active (or Error, if a sibling source failed). Stopped (cancelled) sources are likewise excluded from the in-flight set.
• Bulk actions — you can approve or draft all QnAs or document chunks in a pack at once, controlling whether content appears in search results.
• Searchable on write — there is nothing to sync. Processing embeds each chunk or Q&A as it stores it, so content is searchable the moment it lands. What decides whether the assistant may use an item is its status: only Approved items are retrievable, and approving one takes effect immediately. Past processing runs are listed on the read-only Processing History page.

Browsing Knowledge Packs

The Knowledge Packs page displays all packs as cards in a responsive grid. Each card shows the pack name, description, content type badge (QnA or Document), source and file counts, a Last processed timestamp for that pack (see the field reference), and quick-action buttons. The quick actions are Delete and, for QnA and Document packs only, the ⋮ bulk-actions menu.

Searching and filtering

Use the Search knowledge packs field at the top of the page to find packs by name. For more precise filtering, click Filters to open the advanced filters popover, where you can filter by status — Active, Syncing, or Error (the three states a pack can be in; see the status reference).

Active filter selections appear as chips below the search bar. Click the x on any chip to remove that filter, or use Clear All Filters in the popover to reset all filters at once.

Creating a Knowledge Pack

Managing pack details

Click any knowledge pack card to open its details modal. From here you can edit the pack's name and description, upload files, and manage sources.

The modal opens on the Files tab. The drop zone names the formats this pack accepts, and every source already uploaded to it is listed beneath, with its processing state.

Editing name and description

To rename a pack, hover over (or tab to) the pack name in the modal header and click the pencil button that appears — clicking the name itself does nothing. The description is directly clickable. Make your changes and press Enter to confirm or Escape to cancel, then click Save Changes to persist your edits to the server.

Uploading files

When processing will not start

The transfer and the processing are two separate steps, and the second one can be refused after the bytes have already landed. When that happens the toast names the reason, the file stays safely in storage, and the source waits in Uploading with Retry processing offered — nothing has to be uploaded again.

Source row controls

Every row in the Uploaded Files list carries a Download button that retrieves the original file exactly as it was uploaded — useful for checking what was actually ingested, or for recovering a file whose local copy is gone. It is disabled only while the source is still Uploading, when there is nothing stored yet to fetch. Retry processing and Stop processing appear only for the statuses described above.

In the same list, click the trash icon next to a source to remove it, along with everything derived from it and the uploaded file itself. The trash icon is disabled only while the source is in the processing pipeline (Queued, Parsing, Chunking, Generating QnA or Indexing) — stop it first, then delete it. Completed, failed, stopped and abandoned Uploading sources can all be deleted directly.

Bulk status management

Bulk actions let you approve or draft all items in a knowledge pack at once. This is useful when you have uploaded new content and want to make it all searchable, or when you need to temporarily hide all content from users.

Deleting a Knowledge Pack

To delete a pack, click the trash icon on the pack card. A confirmation dialog warns that the action is permanent and will remove the pack, all Q&A entries, and all uploaded files. Click Delete Knowledge Pack to confirm.

Processing history

There is no index to rebuild and nothing to trigger: each chunk and each Q&A pair is embedded and written as it is processed, so it is searchable as soon as it lands, and changing an item's status to Approved makes it retrievable immediately. What the platform records instead is the ingestion itself — one run per file processed.

Click Processing History at the top of the Knowledge Packs page to open that record. It is read-only, and it shows:

• Active run banner — while a file is being processed, a banner shows the run's status, when it started, who started it, and the file it is working on
• History table — a paginated table of past runs: what was ingested, how long it took, and how much knowledge came out of it

The page polls automatically every 3 seconds while a run is in progress, so you can watch it complete without reloading. Processing continues whether or not the page is open.

A run is recorded for each file that goes through the pipeline, whether it was uploaded to a Document pack, uploaded to a QnA pack for pair generation, or imported as a CSV or XLSX table of pairs. Bulk status changes and deletions are applied directly and are not runs, so they never appear here.

Field reference

Knowledge Pack card

Add Knowledge Base dialog

Source processing statuses

Processing history table

Related pages

• Knowledge Base — browse and manage individual Q&A items and document chunks
• Guardrails — set safety policies for AI responses
• Settings — configure confidence thresholds that affect how knowledge pack content is used
• Sandbox — test your AI assistant's responses using knowledge pack content