When Knowledge Edits Reach the Live Agent

After you update your knowledge base — adding an article, editing an FAQ, or updating your business information — those changes don't automatically apply to calls in progress. Here's when they reach the live AI.

The knowledge publish cycle

Knowledge base changes follow the same publish pattern as other AI settings:

  1. Save your changes — writing or editing a knowledge article saves it as a draft in the dashboard.
  2. Publish — click Publish to send the updated knowledge to the live AI system.
  3. Goes live — once the publish completes, new calls will reflect the updated knowledge.

Calls in progress are not interrupted by a knowledge publish. The update applies to calls that start after the publish completes.

Why changes aren't instant

The AI uses a processed version of your knowledge base content during calls — not the raw text you type in the dashboard. When you publish, the content is processed and indexed so the AI can retrieve it accurately during conversations.

This processing takes anywhere from a few seconds to a minute or more, depending on the amount of content.

What the AI knows before publishing

Until you publish knowledge changes:

  • The AI uses the last published version of your knowledge base.
  • Any edits you've saved in the dashboard are not reflected in live calls.
  • Callers asking questions that relate to your new content will get answers based on the old content — or no answer if it's a new topic.

Knowledge publish vs full publish

You can publish only the knowledge base (a "knowledges" publish) without needing to publish the full AI configuration. This is faster and doesn't affect your greetings, voice, personality, or tools.

When you save a knowledge article, a Publish button typically appears at the top of the page — click it to trigger the knowledge-only publish.

⚠️ Important: Seasonal updates (holiday menus, special offers, changed prices) require a knowledge publish to go live. Many businesses forget to publish after updating content, then wonder why the AI is saying something outdated.

💡 Tip: After making important knowledge updates (e.g. a menu change or new FAQ), publish immediately and make a test call to confirm the AI answers correctly.