How knowledge citations work

When your agent answers a caller's question using information from your knowledge base, VoiceCraft tracks which documents grounded the answer. These appear as source chips directly below each agent reply in the call transcript.

What are citations?

Each citation chip shows the title of the knowledge document the agent drew from. If the document came from a scraped website, the chip also links to the source URL. Citations only appear on turns where the agent actively retrieved from your knowledge base.

Viewing citations

1. Go to Inbox and click a call.

2. Scroll to the Transcript section.

3. Look below each agent reply for source chips. A note at the top of the transcript reads "Sources below agent replies show what grounded the answer."

If an agent reply has no chips, either no knowledge was retrieved for that turn or the retrieval confidence was below the display threshold.

Why citations matter

• Verify accuracy. Confirm the agent gave correct information based on your documents.

• Find gaps. If a caller asked a knowledge question but no chips appear, you may need to upload more content.

• Improve content. If a chip references an outdated passage, update the source document in your knowledge base.

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.