The app’s Knowledge editor can import a combined CSV of information and question-and-answer entries. Review the preview and choose Add or Replace deliberately. Import changes the editor’s pending knowledge; it does not publish the agent by itself.
These instructions follow the Android app version 1.0.46, build 272. Available actions depend on your account permissions and current service state. Other installed versions may present different controls.
1. Export a private copy first
- Open the intended Voice Agent and its Knowledge editor.
- Export the current entries using the offered file workflow.
- Save the file privately and check that it belongs to the correct agent.
- Keep that copy until the new knowledge has been reviewed and applied.
Knowledge may include private business information. Do not use a public file-sharing link for a backup. If the file contains disabled entries, keep their state rather than treating every exported row as approved for callers.
2. Prepare the supported CSV columns
Use UTF-8 text with the headers type, title/question and information/answer. The optional enabled column accepts true, false, 1 or 0; omitting it enables imported entries. Entry types are information and qa.
type,title/question,information/answer,enabled
information,Support hours,"Our example support desk opens at 09:00 on weekdays.",true
qa,Can I change an appointment?,"Contact the support team to request a change.",true
information,Old promotion,"This is a retired example and must stay disabled.",false
These are fictional examples, not IllyVoIP service hours or policy. Replace them with approved facts. Quote fields containing commas or newlines correctly and double embedded quotation marks. Do not add extra header columns or duplicate a header name.
3. Respect the actual document limits
The reviewed app validates a maximum 120,000-byte knowledge document and a 3,800-byte entry limit. Bytes are not the same as visible characters, especially for accented or non-Latin text. Leave room for the document’s structure and check the editor’s own validation after combining entries.
A CSV small enough to select can still produce an oversized combined document when added to existing knowledge. Shorten or split the facts meaningfully rather than removing punctuation until a file happens to fit.
4. Read the import preview
- Use Import and select the intended CSV through the file picker.
- Read the entry count, preview and validation messages.
- Inspect any duplicate notice. Duplicates are kept unless you remove them; they are not automatically merged.
- Choose Add to retain existing entries, or Replace only when the import should replace the complete current set.
Replace has an additional confirmation because it discards the editor’s existing knowledge set in favor of the imported one. Compare with your backup before confirming. A preview that looked correct before another edit is not authority to overwrite newer work blindly.
5. Review entries and disabled state
Check factual accuracy, conflicting answers, enabled toggles and formatting after import. Keep retired or unapproved entries disabled. Remove duplicates deliberately and make sure a disabled old fact was not reintroduced as a new enabled row because the CSV omitted its enabled column.
6. Save through the parent agent workflow
Return the reviewed knowledge to the parent agent editor and complete its intended Update or Publish action. Follow the saved version and publishing result using the app’s agent-editing guide. A completed import dialog is not proof that callers use the new information.
Reopen the same agent to verify the applied entries and state. During an authorized conversation test, ask about changed facts and an unknown question. For an import failure, retain the sanitized row number and message; do not send the entire private knowledge file unless it is necessary through an approved support channel.
Related guides
- Build and maintain your Voice Agent knowledge
- Prepare an AI voice agent
- Set up the IllyVoIP mobile and Windows apps
Reviewed 13 October 2026 against the current IllyVoIP controls, implementation and applicable references. Available options depend on account permissions and service state.