Your agency can have several AI agents handling different things — for example, one for sales and another for rentals. **Resource tags** are the mechanism for deciding which knowledge, which document templates and which MCP servers each one can use. ## 6.1. What resource tags are A tag is a short word or phrase — for example "Sales", "Internal" or "Rentals" — that groups your agency's resources. They form a single catalog, shared across the whole company: the same "Sales" tag is used to mark knowledge-base documents, document templates and MCP servers alike. | Resource type | Where it lives | | --- | --- | | Knowledge documents | Knowledge base → Documents (Manual 18 · Knowledge and documents). | | Document templates | Documents → Templates (Manual 18 · Knowledge and documents). | | MCP servers | Settings → MCP servers (Manual 26 · Settings and integrations). | ## 6.2. How to tag a resource The tag selector works the same way across all three resource types: type to search for a tag that already exists, or type the name of one that doesn't exist yet and choose the **"Create '…'"** option to create it on the fly — there's no need to create tags separately before using them. | Where to tag | How | | --- | --- | | When uploading a document | The upload zone in **Knowledge base → Documents** has a **Tags** field (optional). | | From a document's detail | Open the already-uploaded document and edit the **Tags** field; the change saves instantly, with no separate "Save" button. | | In the template editor | When creating or editing a template in **Documents → Templates** there's a **Tags** field. | | When registering an MCP server | The **Register server** form in **Settings → MCP servers** has its own **Tags** field (Manual 26 · Settings and integrations). | ## 6.3. Procedure: give an agent access Both when creating an agent and when editing an existing one (sections 2 and 3), the form has a **Resources** section with two mutually exclusive ways to grant access. **Requirements:** Admin role. 1. In the agent's **Resources** section, decide between the two ways to grant access: turn on the **"Access to everything"** toggle, or leave it off and use the **tags** selector. 2. With "Access to everything" on, the agent can use all of your agency's knowledge, all templates and all MCP servers, with no restriction — skip to step 4. 3. With "Access to everything" off, search for or create one or more tags in the "Search or create tag…" box: the agent will only access resources that have at least one of those tags. 4. Check the **live summary** below the selector, which instantly recalculates how many resources the agent would have with the current selection — for example "3 documents, 1 template, 2 servers accessible" — to check the scope before saving. 5. Tap **Save** (if editing) or **Create agent** (if creating). **Result:** the agent ends up with access to exactly the resources you decided — all of them, with "Access to everything", or only the ones sharing any of the chosen tags. > **Warning — The golden rule: no tags and no "Access to everything" means the agent sees nothing** > > A newly created agent has **no access to any** document, template or MCP server until you assign it tags > or turn on "Access to everything" — that's the expected behavior, designed so information never leaks > between agents by accident. The same applies to a channel whose conversations no agent ends up resolving: > it doesn't use any resource either. For example, a sales agent with the "Sales" tag will never be able to > see material tagged only as "Internal", not even by mistake. > **Note — Turning on "Access to everything" doesn't erase your tags** > > If the agent already had tags selected and you turn on "Access to everything", that selection stays > saved — it's only inactive while the toggle is on. If you turn it off later, you get back exactly the > tags you had before, without choosing them again. ## 6.4. Checking what an agent sees: the Playground The **Playground** tab on **Knowledge base** (Manual 18 · Knowledge and documents) has an **Agent** selector to preview exactly the knowledge each one would work with: - If you choose a specific agent, the test query is resolved with the same resource scope that agent has assigned — exactly as it would see it in a real conversation. - If you leave the **"Global (no agent, full catalog)"** option, the query searches across your agency's entire knowledge, with no tag restriction: it's an administrator's view, useful for reviewing the full catalog, not the one any specific agent would use. > **Note — How tags are managed** > > Tags are a single catalog for your whole agency. If one is renamed, the change is instantly reflected on > every document, template, MCP server and agent it was assigned to — there's no need to re-tag anything. > If it's deleted, it disappears from all those resources and agents, but **the resources themselves aren't > deleted**, they just lose that tag. Today, tags are only created "on the fly", as you go, when tagging a > document, a template, an MCP server or an agent (section 6.2): renaming or deleting an already-existing > tag doesn't have its own screen on the Platform yet — contact your provider's team if you need it. ## 6.5. Privacy from the AI: what customer data the agent sees Besides the resources (documents, templates, MCP), your agents receive the customer's **name and phone number** by default in every conversation, to personalize their replies. If you'd rather have more privacy from the AI provider at the cost of less personalization, turn it on from **Settings → Security → Privacy from the AI** (Manual 26 · Settings and integrations): with the **"Don't share the customer's name or phone with the AI"** toggle on, ALL of your agents stop receiving those two fields in the prompt — it's a single setting for the whole agency, not per agent. Features that still need the phone number regardless, like booking an appointment, keep receiving it through their internal channel: nothing breaks, only what the AI model "sees" in the text changes.