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Knowledge tags let you organize articles and control which knowledge each agent can access.

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What are Knowledge Tags?

Tags are labels you apply to knowledge articles. They serve two purposes:

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1. Organization

Group related articles together:
  • Find articles by topic
  • Keep knowledge base organized
  • See what content exists for each area

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2. Access Control

Restrict which knowledge agents can search:
  • Billing Agent → Only “billing”, “payments” tagged articles
  • Technical Agent → Only “technical”, “api” tagged articles
  • General Agent → All articles (no tag filter)

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Managing Tags

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Creating Tags

1

Navigate to Knowledge

Go to Train → Knowledge.
2

Open Tag Manager

Click Manage Tags in the page header.
3

Create Tag

Click Create Tag, enter a name, and save.

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Editing Tags

  1. Open the tag manager
  2. Click on a tag to edit
  3. Rename or change color
  4. Save changes

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Deleting Tags

  1. Open the tag manager
  2. Click delete on the tag
  3. Confirm removal
Deleting a tag removes it from all articles that use it. This may affect agent knowledge access.

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Tagging Articles

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When Creating

  1. In the article editor, find the Tags field
  2. Click to open the tag selector
  3. Check the tags that apply
  4. Save the article

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Bulk Tagging

To tag multiple articles at once:
  1. Select articles in the list view
  2. Click Add Tags
  3. Choose tags to apply
  4. Confirm

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Auto-Tagging from Sources

Tag all content from a source automatically:
  1. Edit the knowledge source
  2. Set default tags
  3. All synced articles receive these tags

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Filtering Agent Knowledge

Control which knowledge an agent can access:
1

Open Agent Configuration

Go to Build → Agents and click on an agent.
2

Go to Knowledge Tab

Select the Knowledge tab.
3

Select Tags

Choose tags to include. The agent will only search articles with these tags.
4

Save

Save the agent configuration.

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How Filtering Works

ConfigurationWhat Agent Searches
No tags selectedAll articles
”billing” selectedOnly articles tagged “billing"
"billing” + “faq”Articles tagged with either

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Tagging Strategies

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By Topic

Organize by subject matter: 
billing, payments, invoices
technical, api, troubleshooting
account, login, security
shipping, returns, delivery

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By Product

Useful for multi-product companies: 
product-a, product-b
platform, mobile-app
enterprise, free-tier

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By Team

Match your organizational structure: 
support, sales, engineering
tier-1, tier-2, escalation

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By Audience

Control visibility: 
customer-facing, internal-only
public, confidential

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Combined Approach

Most organizations use multiple dimensions: 
billing + customer-facing
technical + product-a + tier-1

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Example Setup

Company with multiple products and support tiers: Tags created:
  • product-a, product-b, platform
  • billing, technical, account
  • tier-1, tier-2
  • internal
Agents configured:
AgentTag FilterCan Search
Product A Supportproduct-aOnly Product A articles
Billing AgentbillingOnly billing articles
Tier 1 Agenttier-1Only tier-1 appropriate articles
Internal AgentAll tagsEverything including internal

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Best Practices

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Naming

  • Use lowercase, hyphenated names: customer-support, not Customer Support
  • Be consistent across your organization
  • Keep names short but descriptive

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Organization

  • Don’t over-tag — 2-3 tags per article is usually enough
  • Review tags periodically for cleanup
  • Remove unused tags

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Access Control

  • Start broad, then narrow as needed
  • Test that agents can find the knowledge they need
  • Balance restriction with usefulness

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Next Steps

Custom Knowledge

Create tagged articles

Agent Configuration

Set up agent knowledge access