Knowledge base
Tags & visibility
Organizing sources and controlling what customers can see.
Why tag sources
Tags help you organize a growing knowledge base and, in the case of visibility, control what a customer can actually be told. Open a source's detail panel to edit its tags.
Available tags
- Doc type — auto-detected, or set manually: help, FAQ, policy, transcript, or guide.
- Visibility — public (retrievable in customer-facing answers) or internal (staff-only — retrievable in the Playground/Test drawer for your own team, but excluded from what customers see). Use internal for things like internal escalation runbooks or draft policy you don't want surfaced yet.
- Product — free-text, useful if one agent supports multiple products.
- Region — free-text, useful for region-specific policy (e.g. shipping rules that differ by country).
- Effective date / Expires date — mark when a source becomes or stops being valid, useful for time-bound promotions or policies.
- Source of truth — a checkbox for marking the authoritative version when you have overlapping documents, to hint priority during retrieval.
Practical guidance
Set Visibility deliberately on every source — it's the one tag with a real behavioral effect (public vs. staff-only), not just organizational metadata. The rest are there to help you find and manage sources as your knowledge base grows, and to give retrieval useful signal on which document should win when two sources overlap.