Grant Managers Access to AI Knowledge Sources

Introduction

This guide explains how users with a role exposing the Recordings & Reports rights can be allowed to enrich AI Knowledge Base data without requiring admin involvement or access.

Managing AI Knowledge Sources

Rights & Entry Point

A user is allowed to enrich AI Knowledge Base data as long as they have been assigned a role with the Recordings & Reports capability enabled under Admin > Departments. Access is granted to said users under the Admin > Reports > Knowledge Sources section.

The roles that can be granted the Recordings & Reports right are:

  • System Owner
  • System Admin
  • Owner
  • Manager
  • Supervisor

Role Capabilities

System Owner & System Admin Capabilities

These roles have comprehensive access to AI knowledge sources. They can manage sources via both Admin > Integrations > AI > Knowledge Sources and Admin > Reports > Knowledge Sources. They are authorized to:

  • Create new knowledge sources.
  • Rename and update existing sources.
  • Assign knowledge sources to AI agents.
  • Delete knowledge sources.
  • Manage all files within knowledge sources:
  • View and open existing knowledge sources.
  • Add new files to existing sources.
  • Refresh existing file lists.
  • Delete selected files.

Owner, Manager, & Supervisor Capabilities

Users with these roles can manage knowledge source files if they possess the Recordings & Reports right (visible in Admin > Users > User > Options). They can manage sources via Admin > Reports > Knowledge Sources, where they can:

  • View and open existing knowledge sources.
  • Add new files to existing sources.
  • Refresh existing file lists.
  • Delete selected files.

Note: These roles cannot create, rename, delete, or assign knowledge sources.

Open Knowledge Sources From Reports

  1. Go to Admin > Reports > Knowledge Sources.
  2. Review the list of existing knowledge sources.
  3. Note that Add is greyed out on the list page.

  1. Open an existing knowledge source to manage its files and knowledge.

Add Files To An Existing Knowledge Source

  1. Open an existing knowledge source.
  2. Click the Add button.

Recommended Content Workflow

In order to have a high-quality knowledge base tuned to your own environment, you can turn your own call transcripts and call summaries or exported reports into focused Markdown (.md files) using an AI tool. Allowing an AI tool to condense the knowledge from the calls into an .md file rather than feeding it raw .txt or .csv data can boost the quality and speed of the responses.

  • Ensure different knowledge sources contain different/distinct topics.
  • Incorporate company-specific documentation, including routing notes, FAQs, product guides, and internal policies.
  • Use Markdown formatting whenever possible.
  • Standard supported file formats for this process are MD, TXT, PDF, and CSV.

See Also

Last Updated

This document was last updated 5 Aug 2026

https://www.3cx.com/docs/ai-knowledge-source-access/