Understanding collections and folders
Collections are top-level containers that group related knowledge. Each collection has its own permissions. By default, all users can access the General Knowledge collection. Folders live inside collections and add another layer of organization — for example, “Policies”, “Product Docs”, or “Sales Materials”. Folders inherit permissions from their parent collection. You can nest folders within folders for deeper organization.Create a collection
1
Navigate to the Knowledge Base
Click Knowledge Base in the sidebar.
2
Open the collection dropdown
Click the current collection’s name at the top of the page to open the collection dropdown.
3
Create a new collection
Click + Create New Collection at the bottom of the dropdown.
4
Configure the collection
Enter a name and description for the collection. Set the General Access level:
- Team can edit — anyone in your organization can view and edit
- Team can view — anyone can view but not edit
- Restricted — only specific people and groups can access
5
Save
Click Create.
Create folders
1
Navigate into the collection
Open the collection where you want to add a folder.
2
Add a folder
Click + Add and select New Folder (or click New Folder from the collection homepage).
3
Name and save
Enter a descriptive name for the folder and click Save.
Manage permissions
1
Open the collection
Navigate to the collection you want to manage.
2
Open Share settings
Click Settings then click Share.
3
Adjust access type
Choose one of the following:
- Team — anyone in the organization can access the collection
- Restricted — only specific people and groups can access
4
Add people or groups (if Restricted)
If using Restricted access, add people or groups by typing their names or email addresses. Set each person’s or group’s permission level to Can edit or Can view.
5
Save changes
Click Done to save.
How permissions affect Agents and Workflows
Understanding how collection permissions work across Cassidy:- Users can only see Knowledge Base items within collections they have access to
- When creating an Agent or Workflow, users can only select Knowledge Base items they have permission to access
- If someone shares an Agent or Workflow that references collections the recipient can’t access, Cassidy automatically limits the scope to prevent exposing restricted information
Next steps
Set up your Knowledge Base
Upload documents, import from integrations, and add content.
Verify documents
Review and verify your Knowledge Base content.