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Organize your Knowledge Base content into collections and folders, and control access with granular permissions so the right people see the right information.

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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.

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Create a collection

1

Navigate to the Knowledge Base

Click Knowledge Base in the sidebar.
Sidebar with Knowledge Base highlighted
2

Open the collection dropdown

Click the current collection’s name at the top of the page to open the collection dropdown.
Collection name at top of Knowledge Base page with dropdown open
3

Create a new collection

Click + Create New Collection at the bottom of the dropdown.
Dropdown showing Create New Collection option at the bottom
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
Create collection dialog with name, description, and General Access options
5

Save

Click Create.
Use collections to separate content by team or department — for example, “Customer Support”, “Sales”, “HR”.

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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).
Add dropdown with New Folder option
3

Name and save

Enter a descriptive name for the folder and click Save.
New folder dialog with name field
You can move documents between folders by dragging and dropping, or by selecting documents and clicking Move.

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Manage permissions

1

Open the collection

Navigate to the collection you want to manage.
2

Open Share settings

Click Settings then click Share.
Collection settings with Share option visible
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
Share dialog showing General access set to Restricted with Team and Restricted options
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.
Share dialog with people and groups added showing Can edit and Can view permission levels
5

Save changes

Click Done to save.

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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
For more on managing user groups and permissions, see Roles and groups.

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Next steps

Set up your Knowledge Base

Upload documents, import from integrations, and add content.

Verify documents

Review and verify your Knowledge Base content.