Tags control how your agents interact with your knowledge base assets. In environments where you might have multiple agents or a single agent working with multiple unique populations (ie graduate recruitment and undergraduate recruitment), tags ensure the right content is surfaced to your constituent populations.

Tags appear in the Tags column of your knowledge base. Navigate there by clicking Knowledge in the left sidebar. Each asset row displays one or more colored tag pills. If an asset has more than one tag, you'll see the first tag plus a +N indicator showing how many additional tags are applied.

When configuring your agent(s) you identify which assets the agent(s) can access based on these tags. Tags allow you to separate knowledge that is only relevant to distinct populations. For example:

Every single asset in your knowledge base should have at least one tag - even if your agent only works with a single population. If you used our legacy platform, you can continue to apply the existing tags to any new knowledge assets you create in the upgraded platform. As a new partner, work with your Implementation Manager to define the tag(s) that make sense for your organization.

A single asset can carry more than one tag. Applying multiple tags is useful when content is relevant across agents — for example, a shared FAQ or institutional policy that every agent should be able to reference. Assets with multiple tags appear to all agents whose tag is present.

Use the Filters button at the top of the Knowledge page to narrow the asset list by tag. Filtering by tag is helpful for reviewing which assets are assigned to a specific agent or auditing coverage across your knowledge base.

Note: You can search and apply existing tags directly from the knowledge base. To create a tag or change your agent's tag configuration, contact your success manager.