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If you no longer require a knowledge base, you can delete it permanently from your system. Deleting a knowledge base will also remove all its associated content and data.
Note: To delete a knowledge base, you must have the Manage Knowledge Base permission.

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Topics covered:

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Steps to Delete a Knowledge Base

  • Navigate to Setup.
  • From Setup move to Library > Knowledge Base.
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  • Select the knowledge base you want to delete.
  • Click on the Actions button at the top right of the screen.
  • Choose the Delete option from the dropdown.
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  • A confirmation dialog will appear with a message “Are you sure you want to delete the knowledge base permanently?”
  • A knowledge base serves as a crucial data source for AI Pilot and AI Copilot to operate effectively. To proceed, type the exact name of the knowledge base you are deleting to confirm.
Note: The name must be entered the same as the Knowledge Base name, as it is case-sensitive.
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  • After entering the correct name, click Delete .
  • A success alert will appear indicating Deleted successfully .

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AI Pilot and AI Copilot Dependency

If the knowledge base is actively used in AI Pilot or AI Copilot, you will see a warning message during deletion: “Are you sure you want to delete this knowledge base? Deleting it may result in feature failures.”

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Data That Will Be Permanently Deleted

Deleting a knowledge base will remove all of the following:
  • Articles
  • Categories
  • Sub-categories
  • Article statistics and performance data
  • Knowledge base visibility in chat and Messenger layout
  • Copilot and AI Pilot configurations tied to this knowledge base
If this knowledge base were configured for display in chat, the Article section would be removed from the Messenger layout automatically. The toggle button will also switch off.