Remove outdated or incorrect knowledge from your system. This article explains how to delete knowledge entries.
When to Delete Knowledge
Consider deleting when:
- Content is no longer accurate
- Information is obsolete
- You want to start fresh
- Duplicate entries exist
Deleting a Knowledge Entry
- Go to AI Config > Knowledge
- Find the knowledge card to delete
- Click the Delete button (trash icon)
- Confirm the deletion
What Happens When You Delete
If Status was "Configured"
- Entry is immediately removed
- Nothing changes on your live agent
- The slot becomes "Not Added"
If Status was "Published"
- Entry is marked as "Removed"
- Still active until next publish
- Removed from agent on next publish
- Shows "Pending Updates" indicator
Completing Deletion of Published Content
After deleting published knowledge:
- Delete marks it as "Removed"
- Click Publish to complete removal
- Content is removed from your agent
- The slot returns to "Not Added"
Recovering from Accidental Deletion
Before Publishing
- If you deleted published content but haven't republished, the content is still live
- Add new content before publishing to replace it
After Publishing
- Deleted content cannot be recovered
- You'll need to re-add the knowledge
Alternative to Deletion
Instead of deleting, consider:
- Editing — Update rather than remove
- Replacing — Upload new content over old