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AurionAI

Organise with tags

4 min readBy Emmanuel Yazbeck

Tags are short labels that you add to knowledge base articles. They help you filter the article list and link related articles. On the Tags page you keep the list of tags: you create, rename, merge and delete them.

Availability: Helpdesk and AI Voice + Helpdesk profiles. The link to the page shows only for users who can manage articles. Tags show on Help Center articles, so creating, renaming and merging tags needs the Owner or Admin role, or the Publish articles permission.

Prerequisites

  • Your organization uses the Helpdesk or the AI Voice + Helpdesk profile.
  • You have the Owner or Admin role, or a custom role with the permission to manage articles. Read Roles and custom permissions. With a custom role that has the Publish articles permission, you can create tags, merge tags and rename your own tags. Renaming tags of other users needs the Owner or Admin role. The Agent and Supervisor roles see the list of tags, but cannot change it.

Open the tags page

  1. In the sidebar, select Knowledge Base.
  2. In the header of the page, select Manage Tags.

The page shows the Create tag card and the list of all tags. For each tag, the list shows how many articles use it, who created it and when.

The Tags page with the Create tag card and the tag list.

Create tags

  1. In the Create tag card, enter the name in the New tag name field.
  2. Select Add.

You can also create a tag while you edit an article: type a new name in the tags field of the article and select the option to create it. An article can have up to 20 tags.

Rename or delete a tag

  1. In the list, find the tag. You can search with the Search tags... field and sort the list.
  2. To rename it, select Rename tag, enter the new name and confirm. The new name applies to every article that uses the tag.
  3. To delete it, select Delete tag and confirm with Confirm. AurionAI removes the tag from all articles.

Administrators can rename and delete every tag. Other users can rename and delete only the tags that they created.

Merge tags

Merge tags when two names mean the same thing, for example "vpn" and "VPN access".

  1. Select the check box of each tag that you want to merge. Select at least two tags.
  2. In Merge into..., select the tag that you want to keep. It must be one of the selected tags.
  3. Select Merge tags.
  4. Read the message and select Confirm merge.

Merge selected tags into target tag? Article references will be updated. The other selected tags are removed.

Tags for contacts and companies

Contacts and companies use a separate list of tags. This list has its own page, the Tag Manager. The page has no link in the sidebar. To open it, add /tags to the address of your dashboard, for example https://apps.aurionai.net/tags. The page opens without the sidebar of the dashboard. It has the same tools to create, rename, merge and delete tags, on two tabs: Contact Tags and Company Tags. On this page, only users with the Owner or Admin role can merge tags and change tags that other users created. A custom role does not change this.

Result

The tag list shows your changes at once. On the Knowledge Base page, you can filter the article list by tag with Filter by tag.

If something goes wrong

  • Failed to load tags Reload the page.
  • Maximum 20 tags per article Remove a tag from the article before you add another one.
  • The merge controls are missing. Only administrators can merge tags.
  • The rename and delete buttons are missing for a tag. You did not create this tag. Ask an administrator.

Still stuck? Submit a request or .