Training Tags

Content tagging lets you organize your knowledge base with categories and automatically show visitors only the most relevant information based on their needs.

Content tagging is not enabled by default. See Enabling Tagging below to turn it on.

How to get there: Once enabled, go to AI agents in the left menu → click your chatbot → Knowledge → View → Manage tags, or use Knowledge settings → Manage tags.

Overview

Instead of searching through all your content, your chatbot can focus on exactly what each visitor is looking for. Tags solve a specific problem: when your chatbot serves content that overlaps or conflicts between topics. Without tags, the AI mixes up answers from different contexts. If your content is naturally distinct (e.g., different products with unique names), the chatbot can usually tell them apart on its own.

How It Works

1. Tag Management

Create tags for your chatbot to categorize your content:

  • Tag Label: A human-readable name (e.g., "Belgium", "Netherlands", "Premium Support")
  • Tag Slug: An automatically generated identifier (e.g., "be", "nl", "premium-support")

Tags are unique per chatbot.

2. Tagging Content

Assign tags to your knowledge base content:

  • Webpages: Tag individual crawled pages
  • Files: Tag uploaded documents
  • Text snippets: Tag training text entries

When you tag a source, all of its content gets that tag automatically. Content without tags remains general knowledge. Enable Restrict tagged content if visitors without a selected tag should only receive this general content.

3. Pre-Chat Questions

Let visitors self-select their topic with interactive questions:

  • Create questions that visitors answer at the start of a conversation
  • Each answer maps to a tag
  • Display as buttons or a dropdown
  • Make questions required or optional
  • Add conditional logic: show follow-up questions based on previous answers

Conditional (Dependent) Questions

Questions can depend on a previous answer. For example:

  1. Question 1: "Which insurance product do you need help with?" (Car, Home, Travel, Liability)
  2. Question 2: "Which car insurance tier do you have?" (Basic, Limited, Fully Comprehensive)
    • Only appears if the visitor selected Car Insurance in question 1

4. Dynamic Filtering

Based on selected tags, the chatbot searches only:

  • Content matching the active tags
  • General (untagged) content

Content with other tags is excluded.

Real-World Examples

Insurance Company: Multiple Products

  • Tags: car, home, travel, liability
  • Pre-chat question: "Which insurance product do you need help with?"
  • Result: Customer asking "Am I covered for windshield damage?" gets car insurance policy terms only

Event Company: Multiple Festivals

  • Tags: summerbeats, electronight, harvest-fest
  • Pre-chat question: "Which event are you attending?"
  • Result: Visitor asking "What's the bus schedule?" gets the right event's shuttle info

International Service Platform

  • Tags: netherlands, germany, france, australia
  • Pre-chat question: "Which country are you in?"
  • Result: User asking "How do background checks work?" gets country-specific requirements

Multi-Location Business

  • Tags: store-amsterdam, store-rotterdam, store-utrecht
  • Pre-chat question: "Which store location?"
  • Result: "What are your opening hours?" returns only the selected store's hours

Tag Behavior

OR Logic for Multiple Tags

When multiple tags are active, the chatbot uses OR logic. Active tags ["be", "nl"] means: content tagged "be" OR "nl" OR untagged content. Content tagged "de" is excluded.

General Content is Always Included

Untagged content is treated as general knowledge and is always included, regardless of active tags. Use this for universal information like company info, general FAQs, and refund policies.

Tag Inheritance

When you tag a webpage or file, all of its content gets that tag automatically, including any content added later.

Passing Tags from Your Website Code

Instead of pre-chat questions, you can pass tags directly when your application already knows the visitor's context.

Boei Widget (JavaScript SDK)

<script>
  Boei({tags: 'au-pair,nl'});
</script>

Boei Widget (Hidden Input)

<input type="hidden" id="boei_prefill_customer_tags" value="au-pair,nl" />

Iframe Embed

<iframe
  src="https://app.boei.help/p/bot/YOUR_CHATBOT_ID?tags=au-pair,nl"
  width="100%" height="600">
</iframe>

Dynamic Example

<script>
  var userCountry = getUserCountry();
  Boei({tags: userCountry === 'NL' ? 'nl' : 'be'});
</script>

Tags must be comma-separated slugs (lowercase alphanumeric with hyphens) matching existing tag slugs in your chatbot.

Enabling Tagging

Content tagging is not enabled by default:

  1. Go to AI agents → click your chatbot
  2. Open Knowledge
  3. Click the Knowledge settings gear
  4. Enable Use knowledge for different audiences

If you don't have access on your current plan, contact support at [email protected].

Best Practices

  • Tag only content that varies by context. Country-specific regulations, product-specific details. Keep universal content (company info, general FAQs) untagged.
  • Keep tags simple. Use short slugs (be, nl, not belgium-country-specific).
  • Don't over-tag. Over-tagging fragments your knowledge base. General content is available to everyone.
  • Test your tags. After tagging, test conversations with different tag combinations to verify the chatbot finds the right content.

Common Questions

Can I tag content after it's been crawled/uploaded? Yes, you can add tags to existing content anytime.

Can a source have multiple tags? Yes, you can assign multiple tags to the same content.

What happens if I delete a tag? Content tagged with it becomes untagged (general content).

Can visitors see tag names? No, tags are internal. Visitors only see pre-chat questions (if configured).