Knowledge documentation
The knowledge base is what ARIA Voice and ARIA Agent answer from. This page explains how it's structured, who can manage it, and how to keep it accurate.
Who this is for
Admins and managers responsible for keeping ARIA's answers accurate — the people who know your services, pricing, hours, and policies.
What the knowledge base is Available now
A per-organization library of documents your business provides — service descriptions, pricing, policies, and FAQs — that ARIA Voice and ARIA Agent draw from when answering questions, instead of relying on general knowledge alone.
How documents are structured
Each knowledge document has a title, a source type (for example, manually written content), a status, and one or more content sections. Longer documents are automatically split into sections so relevant parts can be matched to a specific question.
Viewing knowledge in the dashboard Available now
- Sign in and open the Knowledge section.
- Review each document's title, source type, section count, and status.
This view is read-only today — see Adding and updating content below.
Adding and updating content Planned
A self-service "add document" or "edit document" form inside the dashboard is planned but not yet available. Today, new or updated knowledge content is sent to your implementation contact, who adds it on your behalf.
How it's used by ARIA Voice and ARIA Agent Available now
Both products search the same organization knowledge base when answering a question, so a policy documented once is answered consistently whether a customer asks by phone, on your website, or through ARIA Agent.
Permissions
Knowledge is visible to Admin and Manager roles. Member accounts see a clear "Limited access" notice rather than an error. Knowledge is always scoped to your own organization.
Realistic examples
- A "Returns Policy" document so both ARIA Voice and ARIA Agent give the same answer about return windows.
- A "Service Pricing" document so a caller asking about cost gets an answer grounded in your actual rates, not a guess.
- An "Hours & Locations" document referenced when a visitor asks whether you're open.
Known limitations
- No self-service add/edit/delete controls in the dashboard yet — changes go through your implementation contact.
- No file upload for source documents yet — content is added as structured text.
Troubleshooting
Example: ARIA gives an outdated answer about pricing. Check the relevant document in the Knowledge section to confirm it's current, then send updated content to your implementation contact. For access issues, see the general troubleshooting guide.