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.
- 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.
- Search index sync — after content changes, the search index must be synced so the AI assistant can find the updated content. You can trigger a sync manually or it happens automatically when files are processed or content is bulk-updated.
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 sync timestamp (tenant-wide, not per-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.
Syncing is tenant-wide, not per-pack. There is no per-pack sync control — indexing runs per tenant × content-type, and a tenant-wide run already reprocesses only what changed. To re-index content, use the page-level Sync Index button (or Sync Now on the Sync Status page) described under Syncing the Search Index — both run the indexers across every pack in the tenant.
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
Click Add Knowledge Pack
Click the Add Knowledge Pack button in the top-right corner of the page.
Select a Content Type
Choose between QnA and Document using the toggle buttons. QnA packs store or generate question-answer pairs for direct lookup. Document packs store whole documents for agent search without creating QnAs.
The Add Knowledge Base dialog lets you choose a content type and provide a name and description.
Enter Name and Description
Provide a descriptive Name (up to 200 characters) and Description (up to 1,000 characters) for the pack. Both fields are required.
Create the Pack
Click Create to save the new knowledge pack. The dialog closes automatically and the pack appears in the grid.
The content type cannot be changed after creation. If you need to switch between QnA and Document, create a new pack with the correct type.
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 details modal opens on the Files tab. Connectors and Settings are placeholders for future releases.
Files is the only working tab. The Connectors and Settings tabs are disabled and cannot be opened — they are reserved for a future release.
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
Open the Files Tab
In the details modal, select the Files tab (selected by default).
Add Files
Drag and drop files onto the upload area, or click Select Files to browse. You can upload multiple files at once. Accepted formats depend on the content type:
- QnA packs: CSV, plus everything a Document pack accepts
- Document packs: PDF, DOCX, PPTX, XLSX, and images (PNG, JPG, JPEG, TIFF, BMP)
Legacy .doc files are not supported — only the modern .docx format. The file picker will let you select a .doc file, but the upload is rejected by the server with Unsupported file type. Convert it to .docx first.
Review Selected Files
Selected files appear in the Selected Files list below the drop zone. Remove any unwanted files by clicking the x button next to each file, or click Clear All to remove all pending files.
Upload and Process
Click Upload Files to start the upload. Each file is uploaded to Azure Blob Storage, then processing begins automatically. You can track the processing status in the Uploaded Files list:
- Uploading / Queued — file is being transferred or waiting to process
- Parsing / Chunking / Generating QnA / Indexing — file is being processed through the pipeline
- Completed — file has been fully processed and content is searchable
- Error — processing failed. The chip shows the beginning of the error message inline (it is truncated, and there is no tooltip with the full text)
You can stop a source that has entered the processing pipeline (Queued, Parsing, Chunking, Generating QnA or Indexing) by clicking the stop button next to it. Stopped sources show a Stopped status and their content is not included in search results.
A source stuck in Uploading cannot be stopped or deleted. The stop button is shown for it, but the server rejects the cancel and the console reports "Failed to stop processing"; the trash icon is disabled for the same source. So if an upload is abandoned — the browser tab was closed, or the file transfer failed — the source stays in Uploading in the list, and the backend's stuck-source recovery scan deliberately never rescues it. An abandoned upload does not make the pack read Syncing — the pack reads Active (or Error, if another source failed) — but the only way to clear the source from the console is to delete the whole knowledge pack.
Deleting Sources
In the Uploaded Files list, click the trash icon next to any completed, failed or stopped source to remove it. The trash icon is disabled while a source is still uploading or being processed: for a source in the processing pipeline, stop it first and then delete it; for a source stuck in Uploading, neither is possible (see the warning above).
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.
Open the Bulk Actions Menu
On the knowledge pack card, click the three-dot menu icon (⋮) to open the bulk actions menu. This option is only available for QnA and Document type packs.
Choose an Action
Select either:
- Bulk Approve All — marks all QnAs or document chunks as approved, making them available in search results
- Bulk Draft All — marks all items as draft, removing them from search results
Confirm the Action
A confirmation dialog explains the impact of the action. Click the confirm button to proceed, or Cancel to abort.
Approving all items makes them immediately visible in AI assistant responses. Review your content before bulk-approving to avoid surfacing incomplete or inaccurate information.
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.
Deleting a knowledge pack is permanent and cannot be undone. All associated content — including Q&A entries, document chunks, and uploaded files — is permanently removed.
Syncing the Search Index
When you upload files, change content statuses, or delete packs, the search index needs to be updated so the AI assistant reflects those changes. Sync operations update both the QnA index and the document index.
Syncing is tenant-wide: both indexers run across every pack in the tenant, and there is no way to sync a single pack.
Triggering a Manual Sync
Click the Sync Index button below the search bar on the Knowledge Packs page to start a sync immediately. The button shows a spinning indicator and changes to Syncing... while a sync is in progress. You cannot trigger a new sync while one is already running.
Syncs are also triggered automatically by:
- File processing completion (document processing)
- Bulk status updates (approve all / draft all)
- Source or pack deletion — note that the indexer runs, but this kind of sync is not recorded in the sync history, so it will not appear as a row on the Sync Status page
Viewing Sync Status
Click the Sync Status button next to the Sync Index button to open the Sync Status page. This page shows:
- Active sync banner — if a sync is currently running, an alert banner shows the status, when it started, who triggered it, and per-indexer progress (QnA and Document)
- History table — a paginated table of past sync operations with details about each run
The page polls automatically every 3 seconds while a sync is in progress, so you can watch the progress in real time.
Triggering a Sync from the Status Page
You can also start a sync from the Sync Status page by clicking the Sync Now button in the page header. This button is disabled while a sync is already in progress.
Sync operations run in the background. You can navigate away from the Sync Status page and return later to check the results. The sync continues regardless of whether the page is open.
Field Reference
Knowledge Pack Card
| Field | Description |
|---|---|
| Name | Display name for the knowledge pack |
| Description | Brief summary of the pack's content (truncated to 2 lines on cards) |
| Content Type | QnA or Document — determines how uploaded files are processed |
| Status | Active, Syncing, or Error — derived from the state of the pack's sources. A source that is still Uploading does not count as in flight, so it does not make the pack Syncing |
| Files | Number of uploaded files in the pack |
| Sources | Number of sources connected to the pack |
| Last Sync | When the tenant's last recorded sync completed — that is, the most recent run listed on the Sync Status page. The QnA and document indexers are tenant-wide, so a completed run stamps every pack in the tenant with the same timestamp; it does not tell you when this individual pack's content was last indexed. The unrecorded indexer runs triggered by source or pack deletion do not move it, and neither does a sync that fails outright. Reads Never until the first sync completes, except on a just-created card, which shows its creation time ("a few seconds ago") until the grid is refreshed and then reverts to Never |
The card gives you the summary; the details modal gives you the detail. If a pack reads Error, open it — the Files tab shows which source failed and why.
Add Knowledge Base Dialog
| Field | Description | Required |
|---|---|---|
| Content Type | Toggle between QnA and Document | Yes |
| Name | Name for the knowledge pack (max 200 characters) | Yes |
| Description | Description of the pack's purpose (max 1,000 characters) | Yes |
Source Processing Statuses
| Status | Description |
|---|---|
| Uploading | File is being transferred to storage |
| Queued | File is waiting for processing to begin |
| Parsing | File content is being extracted |
| Chunking | Content is being split into searchable segments |
| Generating QnA | QnA pairs are being generated from document content |
| Indexing | Content is being added to the search index |
| Completed | Processing finished — content is searchable |
| Failed | Processing encountered an error |
| Stopped | Processing was manually cancelled |
Sync History Table
| Column | Description |
|---|---|
| Started | Date and time when the sync operation began |
| Duration | How long the sync took to complete (e.g., "12s" or "2m 5s") |
| Status | Overall sync status: In Progress, Completed, Partial Failure, or Failed |
| Trigger | What initiated the sync. In practice one of Manual, Bulk Status Update, or Document Processing |
| Triggered By | The user who initiated the sync, or system for syncs the platform started itself |
| QnA | Status of the QnA indexer: syncing, done, or an error state |
| Document | Status of the document indexer: syncing, done, or an error state |
Sync Operation Statuses
| Status | Description |
|---|---|
| In Progress | Sync is currently running — one or both indexers are still processing |
| Completed | Both indexers finished successfully |
| Partial Failure | One indexer succeeded but the other encountered an error |
| Failed | The sync operation failed entirely |
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