Each FAQ article can be tagged to a particular keyword. Tags can be used to filter articles and directly launch a specific article or list of articles using the tag. For example, 'login' would act as a keyword to an article that helps troubleshoot login issues. 

On the app, the developer can add a button which will have a link to launch FAQs. The admin sets it with filter = login, that is, filtering all login related FAQ articles. That way, only that specific FAQ will show up. 

To add a tag to a FAQ:

After creating the FAQ in the 'tags' field, add the tag that is closely related to this article. 

This article, for instance is about 'Halal' and 'delivery' and hence those tags are added. In case the tag has already been used, say 'delivery' for instance, it shows up in the dropdown list of already used tag names.   

Similarly, 'halal' is being added as a tag for the first time and doesn't show up in the list of tags. A new 'halal' tag is created and can be used later to tag another halal related article if any. 

Once the tags are added, this is how it will look to the agent. 


  • Special characters other than '_' and '-' are not supported for tag names. 
  • Tags are added by the admin and will not be visible to end-users. 
  • There are no limits to the number of tags an admin can create. 

Filter FAQ by Article Tags

To filter and display only FAQs tagged with a specific term, use the filterByTags option in FAQOptions instance passed to showFAQs() API as below.

Eg: To link to FAQs related to payment failure, those specific FAQs can be tagged with the term "payment_failure" and can be linked to from Payments page in the app. 

Code samples for Android:


List<String> tags = new ArrayList<>();
FaqOptions faqOptions = new FaqOptions()
				.filterByTags(tags, "Payment Failure"); 

Hotline.showFAQs(MainActivity.this, faqOptions);


Code sample for iOS:


FAQOptions *options = [FAQOptions new];
[options filterByTags : @[ @"payment_failure", @"billing" ] withTitle:@"Payment Failure and Billing"];
[[Hotline sharedInstance]showFAQs:self withOptions:options];


Note: The list of tags need to be entered only in lowercase.