How knowledge citations work
What are citations?
When your agent answers a caller's question using information from your knowledge base, VoiceCraft tracks which documents were referenced. These appear as citations on the call detail page.
Viewing citations
Go to the Inbox and click a call.
Scroll to the Knowledge citations section.
You will see the specific document excerpts the agent used to formulate its response.
Why citations matter
Verify accuracy - Confirm the agent gave correct information based on your documents.
Find gaps - If a call has no citations but the caller asked a knowledge question, you may need to upload more content.
Improve content - If citations reference outdated passages, update the source document.
Tips
Upload focused, well-structured documents for better retrieval accuracy.
If the agent is not citing the right content, try splitting large documents into smaller, topic-specific files.
Check citations regularly during the first few days after going live to ensure quality.
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