Managing Knowledge Base Access Controls
Overview
Access control determines who, and what, can use the content stored in your Knowledge Base. This includes your internal Console users, your Concierge chat bots, any 3rd party interfaces you have connected, and your voice lines.
Access can be set at three levels: the Knowledge Base itself, folders inside a Knowledge Base, and individual files. Each level supports a slightly different set of access controls, described below.
Where you can set access
Capacity's Knowledge Base is organized into three levels:
- Knowledge Base: the top level container you see listed in the left sidebar (for example, "General" or "CEO+EA").
- Folder: a folder created inside a Knowledge Base to organize your content.
- File: an individual document, spreadsheet, or other file inside a folder.
The table below shows which access tabs are available at each level.
| Level | Console Access | Concierge Access | 3rd Party Interfaces | Line Access |
|---|---|---|---|---|
| Knowledge Base | Yes | Yes | Yes | Yes, if voice is enabled for your org |
| Folder | Not available | Yes | Yes | Yes, if voice is enabled for your org |
| File | Not available | Yes | Yes | Yes, if voice is enabled for your org |
Console Access is only available at the Knowledge Base level. It cannot be set on individual folders or files.
Opening the Access Control panel
To open Access Control for any Knowledge Base, folder, or file:
- Navigate to Knowledge Management.
- Open the Knowledge Base, folder, or file you want to manage.
- Click the eye icon in the header. The number next to the icon shows how many groups, interfaces, or lines currently have access. This opens the Access Control panel, with a tab across the top for each type of access available at that level.
What each tab controls
Console Access
Controls which internal Console teams can view and manage this Knowledge Base from within the Capacity Console. This does not affect what your AI Agents, Concierge bots, or voice lines can search. It is purely about who on your team can see and edit this content in the Console itself.
Concierge Access
This tab is split into two lists:
- Content Groups: the general access groups your org uses to control who and what can reach this content.
- Concierge Groups: the specific Concierge (chat) bots configured for your org. Checking a bot here allows that bot to search this content when answering questions.
3rd Party Interfaces
Lists the 3rd party interfaces connected to your org, for example a chat widget embedded on an external site or a third party integration. Checking an interface here allows it to search this content.
Line Access
Lists the voice lines connected to your org. Checking a line here allows calls on that line to reach this content. This tab only appears if voice is enabled for your organization.
Why this matters for AI Agents
AI Agents are configured separately, with their own list of Data Sources (the folders and files they are allowed to search). That configuration lives on the agent itself, not here in Access Control.
However, the interface an agent is running on, whether that is a voice line, a Concierge widget, or a 3rd party interface, must also have access to that same content here in the Knowledge Base. If an interface does not have access to a folder or file an agent is trying to search, that agent will return no results through that interface, even though the agent itself is configured correctly.
Before publishing or testing a new AI Agent, check that every interface it will run on, such as its assigned voice lines or Concierge widgets, has access to all the content referenced in that agent's Data Sources. If a test call or chat is not returning the results you expect, this is one of the first things to check.
Granting or removing access
Within any tab, use the checkbox next to an item to grant or remove its access. Changes save automatically and take effect immediately. Use the search box at the top of the panel to quickly find a specific group, interface, or line in a long list.