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Knowledge-source expiry helps keep time-limited policies, offers, and procedures out of the active knowledge used by agents. Expired items remain available for review in the Expired tab so an administrator can inspect old material without treating it as current guidance.

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Review expired sources

Open Knowledge Base and select Expired. Search or filter the list, then open a source to inspect its content and details. The list includes the expiry date so you can distinguish old material from a source that needs renewal.

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Approve a source again

  1. Select one or more expired sources and choose Approve.
  2. Choose the knowledge bases that should receive the approved content when applicable.
  3. Set a future expiry date if the renewed content has a validity period.
  4. Confirm approval.
The row checkmark action preloads that source’s existing expiry date. The toolbar Approve action starts with a blank date, even when you select only one source. A blank date makes the renewed source never expire. Set a future date before approving time-limited content. Approve only after checking the content itself. Extending a date does not update a rate, promotion, or policy embedded in the document. If the source should no longer be used, reject it instead of renewing it.

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Use dates in answers

Keep effective dates and version references in the source text when callers need them. Expiry controls source availability; it does not invent an effective date for a response. For a live balance or transaction status, use an API tool to retrieve the current value. See Adding Web Pages and Documents for ingestion and approval, and Knowledge Base Settings for retrieval configuration.