Organize Your Knowledge Base with Tags

Tags let you group the content in your Knowledge Base by topic — Shipping, Returns, Sizing, Warranty, or anything else that fits how your business works. Create a tag once, apply it to any item across File Sources, URL Sources, and Custom FAQs, and filter any of those tabs down to just the content you care about.

Tags are an organizational layer for you. They change how you navigate and manage your knowledge; they do not change how your AI answers customers.

Go to AI Training → Knowledge Base. Tags are available on three tabs:

• File Sources

• URL Sources

• Custom FAQs

On each of these tabs you'll see two things: a Tags column in the table, and a Tags filter button next to the search bar.

The Promotions tab does not use tags.

You create tags in the same place you use them — there's no separate setup screen.

1. Click the Tags filter button next to the search bar, or click the Tags cell on any row in the table.

2. Type the name you want in the search box at the top of the popup.

3. If no existing tag matches what you typed, a + Create "your name" option appears. Click it.

The new tag is created immediately and is checked and ready to use.

Naming rules:

• Up to 30 characters

• Each tag name must be unique — Shipping and shipping count as the same name

• Names cannot be blank

If a name breaks one of these rules, a message tells you what to fix.

There is no limit on how many tags you can create.

Tags are applied from the table, one item at a time.

1. Find the item you want to tag on any of the three tabs.

2. Click the + button in its Tags column. If the item already has tags, click its tags instead.

3. Check every tag you want on that item, and uncheck any you want to remove.

4. Click Apply.

Click Cancel to close without saving.

You can apply as many tags to a single item as you like, and the same tag can cover a PDF, a URL, and an FAQ at the same time — tags are shared across your whole Knowledge Base, not per tab.

The Tags column keeps rows compact:

• An item with no tags shows an outlined + button.

• An item with tags shows the first tag, and any additional tags collapse into a +N marker.

• Hover over the tags to see the complete list for that item.

1. Click the Tags button next to the search bar.

2. Check one or more tags.

3. Click Apply.

The table narrows to items carrying any of the tags you selected. Selecting Shipping and Returns shows items tagged with either one.

A few things worth knowing:

• The filter works with search. Type in the search bar while a tag filter is active and results have to match both.

• The filter carries across tabs. Filter by Shipping on Custom FAQs, switch to File Sources, and the Shipping filter is still applied — so you can see everything on a topic across your content types.

• The button shows how many tags are active, so you always know when a filter is narrowing what you see.

• Clear removes the tag filter and restores the full list.

• Leaving the Knowledge Base page clears the filter, so you always come back to a complete list.

• If you have a long list of tags, use the search box inside the popup to jump to the one you want.

Deleting removes a tag from your account and from every item it was applied to. The items themselves are untouched — only the tag comes off.

1. Open the tag popup from either the Tags filter button or an item's Tags cell.

2. Hover over the tag you want to remove. An X appears on the right of its row.

3. Click the X.

4. A confirmation appears telling you exactly how many items will lose this tag.

5. Click Delete to confirm, or Cancel to keep the tag.

The Delete button becomes available once the item count has loaded, so you always confirm with the full picture in front of you. A confirmation message appears when the tag is gone.

If you delete a tag that is currently being used as a filter, the filter clears itself and your list refreshes automatically.

Deleting a tag cannot be undone. To recover, create the tag again and reapply it.

Tags are for you, not for your AI. Applying, changing, or deleting tags:

• Does not change which content your AI uses to answer questions

• Does not re-process or re-index anything in your Knowledge Base

• Does not affect the answers your customers receive

Your AI continues to search across all of your Knowledge Base content exactly as it did before, whether items are tagged or not. Use tags freely — there's no risk to AI performance.

• Tag by customer topic, not by file type. Shipping, Returns, and Sizing are more useful than PDFs or Pages, because they match how you think when you're looking something up.

• Keep the list short. A handful of broad tags is easier to work with than dozens of narrow ones.

• Tag across content types. Putting Returns on your returns policy PDF, your returns page URL, and your returns FAQs lets you review everything your AI knows about returns in one filtered view.

• Use tags for review cycles. A tag like Seasonal or Review Quarterly makes it easy to pull up the content that needs a refresh.

• Combine tags with search when you know roughly what you're after — filter to the topic, then search within it.

I typed a name but no Create option appeared.
A tag with that name already exists. Look at the list below the search box — it's there, ready to check.

My tag name was rejected.
Names are limited to 30 characters and must be unique. Shorten the name or pick a different one.

A tab looks empty.
A tag filter may still be active from another tab. Check the Tags button for an active count and click Clear to see everything again.

I don't see the Tags column.
Tags appear on File Sources, URL Sources, and Custom FAQs. The Promotions tab doesn't use them.

I want to rename a tag.
Renaming isn't available. Create a tag with the new name, apply it to the relevant items, and delete the old one.

1. Go to AI Training → Knowledge Base.

2. Open any of the three tabs and click the Tags button next to the search bar.

3. Type your first topic name and create it.

4. Work down the table, clicking the + in the Tags column to apply tags to your items.

5. Use the Tags filter to pull up a single topic across all your content.

A few minutes of tagging turns a long list into something you can navigate by topic — and makes reviewing and updating your AI's knowledge much faster.