Using Tags in Knowledge Base

This tutorial explains how to use tags in the Knowledge Base and in the Ask Knowledge Base action. The goal is to control which contents the AI Agent can search when answering a question.

What you will have at the end

At the end of this setup, your AI Agent will search only inside KB contents that match the selected tag, such as approved.

What this feature does

Tags are simple labels applied to Knowledge Base contents. You can add one or more tags when creating or editing a content item.

Please note: you have to press Enter after writing the Tag.

Then, inside the Ask Knowledge Base action in Design Studio, under AI Settings, you can add the same tag in the Tags field. When you do that, the search runs only on contents that match that tag.

Tags can be applied to different Knowledge Base content types, including website URLs, synchronized sitemaps, FAQs, plain text, and uploaded files in supported formats. This means you can organize and filter many kinds of content using the same tag logic.

When to use it

This option is useful when you want more control over what the AI Agent can use in production.

• Use only reviewed content with the tag approved

• Exclude self-learned content until a human reviews it. (Read more about self learning module here: Self-Learning AI Agent )

• Separate content by language, team, or use case

• Create different filtered experiences for different AI Agents

Typical approval workflow

1

New content created

New self-learned content is created without the tag approved.

2

Human review

A human reviews the new content.

3

Tag if valid

If the content is valid, the reviewer adds the tag approved.

4

Configure Ask Knowledge Base

The Ask Knowledge Base action is configured with the tag approved.

5

AI uses approved knowledge

The AI Agent uses only approved knowledge.

How to use it

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Step 1: Add a tag to a Knowledge Base content

Open your Knowledge Base and create or edit a content item.

In the content form, add the tag you want to use, for example approved, then save the content.

This tag is now attached to that specific KB item.

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Step 2: Open the Ask Knowledge Base action

In Design Studio, open the flow where your AI Agent searches the Knowledge Base.

Select the Ask Knowledge Base action. This is the step that retrieves answers from the KB during the conversation.

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Step 3: Add the same tag in the Tags field

Inside the Ask Knowledge Base action, scroll to the Tags field.

Type the same tag used on the KB content, for example approved.

Once added, the action will search only within contents tagged approved. Contents without that tag will be ignored.

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Step 4: Test the flow

Now test the AI Agent with a question that should be answered from the tagged content.

If the relevant KB item has the tag approved, it can be used in the answer. If another KB item does not have that tag, it will not be considered.

Hope it helps,

If you need further assistance, feel free to contact us at [email protected].

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