Objective
This article shows you how to review, refresh, edit, disable, and delete the knowledge sources behind your Twilio Flex AI features, so agents are answering from current content and nothing stale stays in use.
Product
Twilio Flex
Environment
Twilio Console
Procedure
- In the Twilio Console, select Orchestration in the left sidebar.
- Select Flex, then AI features.
- Open the knowledge sources area. Each source lists its name, description, type, status, and when it was created and last updated.
- Choose what you want to do:
- Refresh a source to re-read its content immediately, rather than waiting for its next scheduled crawl. Its status and last-updated time change once the refresh completes.
- Edit a source to change its name, description, or configuration — for example a new site address, a different crawl depth, or updated database credentials.
- Disable a source to stop agent-facing features using it while keeping it configured, and enable it again when you are ready.
- Delete a source to remove it permanently.
Additional Information
- Disabling is the safer option when you are unsure: it takes the content out of use immediately but keeps the configuration, whereas deleting cannot be undone.
- A source that shows a failure status includes the reason, which tells you whether to fix the URL, replace the file, or correct the database credentials before refreshing.
- For web sources, the crawl report shows how many URLs succeeded, failed, or were ignored, and whether the maximum page limit was reached — useful for confirming a refresh actually picked up the pages you expected.
- Changes to a knowledge source affect every Flex AI feature that uses it, including Ask Copilot and suggested responses.
This content was generated by AI and reviewed, edited, and verified by a human.