A knowledge base of ten items needs no organisation. A knowledge base of two hundred, built up over months and topped up by imports, is a list nobody can find anything in.
Tags are labels you put on knowledge items so you can filter the list down to one topic. They exist for you, not for the agent.
Before you start
Tags are yours to invent. Bookboost suggests five, and you can type anything else you want.
Tags are per agent. Tagging an item in one AI Agent does not tag anything in another.
An item can carry more than one tag.
You do not have to tag everything. An untagged item works exactly as well as a tagged one, because the agent treats them identically. Tagging earns its keep once the list is long enough that you scroll to find things, which for most properties is somewhere past thirty or forty items.
Adding a tag to a knowledge item
Open the AI Agent and click the Knowledge tab.
Find the item you want to tag and click + Tags at the top of it.
In the Tags dialog, either click one of the suggested tags or type your own into Type to search or add tags.
Click Confirm.
The tag then sits at the top of the item as a chip with a small ×. Click the × to remove it; + Tags stays alongside so you can add another.
One tag is usually enough. Add a second when an item genuinely sits in two topics: a late arrival charge belongs under both Check-in and Payment. There is no benefit to the agent in adding more, so add only what helps you find things.
The suggested tags
Five tags are offered on every item:
Tag | What it is for |
Room & Facility | Room types, bed configurations, the gym, the pool, the spa, accessibility |
Reservation | Booking, changing and cancelling; group bookings; deposits |
Check-in | Arrival, early check-in, late arrival, luggage, keys, directions |
Payment | How to pay, what is charged when, invoices, city tax |
Availability | What is open when — reception hours, breakfast, restaurant, room service |
They are a starting point, not a fixed set. Most teams end up adding a few of their own. Common additions are a tag per property when one agent covers several, a tag for the questions that come in on one channel, and a tag for the entries that need reviewing seasonally.
A tag per property works, but consider the alternative. Some teams organise a multi-property agent this way. If the properties differ enough that most items need a property tag, a separate AI Agent per property is usually the cleaner answer. See Running multiple AI Agents for different scenarios.
Filtering the list
Click the filter icon in the Knowledge toolbar, between Import and the preview panel button. A Filters panel opens with:
an Untagged checkbox at the top, which shows only the items carrying no tags at all
a Tags section with a Search box, and a checkbox for each tag
Reset, Cancel and Apply at the bottom
Tick as many boxes as you like and click Apply. Selecting more than one shows the items matching any of your choices, not only those matching all of them — which is why Untagged can sit alongside the tags without contradiction.
Only tags you have actually used appear in the panel. The five suggestions do not clutter the filter until something carries them, so an agent whose items are all untagged has an almost empty filter. That is the clearest sign that tagging has not started yet.
Three moments where this pays for the tagging effort:
After an import. Filter to what you have just tagged and check a whole topic at once, rather than scrolling.
When a policy changes. If breakfast moves an hour later, filter to Availability and you are looking at every item that might mention it. Untagged, you are searching by eye.
When the agent answers badly. A guest was told the wrong thing about parking; filter to the tag covering parking and read everything the agent has on it.
Untagged is worth using on its own from time to time. It is the backlog: the items nobody has classified yet, usually the ones that arrived in bulk from an import.
What tags do not do
Tags do not change the agent's answers. They are purely organisational. The AI Agent matches on the text of your knowledge items — it does not read tags, does not prefer a tagged item over an untagged one, and will not be more likely to use an item because you gave it a Check-in tag. Tagging is for the people maintaining the knowledge base, not for the agent.
Tags are not a permission or a scope. Tagging does not limit an item to a channel, a property or a team.
Tags do not replace good writing. If two items on the same topic contradict each other, a shared tag makes them easier to find but does not stop the agent quoting the wrong one. See Writing effective knowledge entries.
Tags do not carry across agents. Each agent has its own.
Need Help?
Please contact us through the 'Talk to Us' option on the left menu in the platform, or through the Bookboost Support email at support@bookboost.io if you have questions or need additional support.