Knowledge tags let you organize articles and control which knowledge each agent can access.
Tags are labels you apply to knowledge articles. They serve two purposes:
1. Organization
Group related articles together:
- Find articles by topic
- Keep knowledge base organized
- See what content exists for each area
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)
Navigate to Knowledge
Go to Train → Knowledge.
Open Tag Manager
Click Manage Tags in the page header.
Create Tag
Click Create Tag, enter a name, and save.
- Open the tag manager
- Click on a tag to edit
- Rename or change color
- Save changes
- Open the tag manager
- Click delete on the tag
- Confirm removal
Deleting a tag removes it from all articles that use it. This may affect agent knowledge access.
Tagging Articles
When Creating
- In the article editor, find the Tags field
- Click to open the tag selector
- Check the tags that apply
- Save the article
Bulk Tagging
To tag multiple articles at once:
- Select articles in the list view
- Click Add Tags
- Choose tags to apply
- Confirm
Auto-Tagging from Sources
Tag all content from a source automatically:
- Edit the knowledge source
- Set default tags
- All synced articles receive these tags
Filtering Agent Knowledge
Control which knowledge an agent can access:
Open Agent Configuration
Go to Build → Agents and click on an agent.
Go to Knowledge Tab
Select the Knowledge tab.
Select Tags
Choose tags to include. The agent will only search articles with these tags.
Save
Save the agent configuration.
How Filtering Works
| Configuration | What Agent Searches |
|---|
| No tags selected | All articles |
| ”billing” selected | Only articles tagged “billing" |
| "billing” + “faq” | Articles tagged with either |
Tagging Strategies
By Topic
Organize by subject matter:
billing, payments, invoices
technical, api, troubleshooting
account, login, security
shipping, returns, delivery
By Product
Useful for multi-product companies:
product-a, product-b
platform, mobile-app
enterprise, free-tier
By Team
Match your organizational structure:
support, sales, engineering
tier-1, tier-2, escalation
By Audience
Control visibility:
customer-facing, internal-only
public, confidential
Combined Approach
Most organizations use multiple dimensions:
billing + customer-facing
technical + product-a + tier-1
Example Setup
Company with multiple products and support tiers:
Tags created:
product-a, product-b, platformbilling, technical, accounttier-1, tier-2internal
Agents configured:
| Agent | Tag Filter | Can Search |
|---|
| Product A Support | product-a | Only Product A articles |
| Billing Agent | billing | Only billing articles |
| Tier 1 Agent | tier-1 | Only tier-1 appropriate articles |
| Internal Agent | All tags | Everything including internal |
Best Practices
Naming
- Use lowercase, hyphenated names:
customer-support, not Customer Support
- Be consistent across your organization
- Keep names short but descriptive
Organization
- Don’t over-tag — 2-3 tags per article is usually enough
- Review tags periodically for cleanup
- Remove unused tags
Access Control
- Start broad, then narrow as needed
- Test that agents can find the knowledge they need
- Balance restriction with usefulness
Next Steps
