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

1. Go to the Inbox and click a call.

2. Scroll to the Knowledge citations section.

3. 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• Improve content - If citations reference outdated passages, update the source document.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.