Connect third-party knowledge sources for customer service agents
Third-party knowledge sources let your customer service AI agent use information stored outside Atlassian apps, such as Google Drive or SharePoint. Setting this up has two parts: first an organization admin adds the Rovo connector in Admin Hub, then a customer experience admin or Customer Service Management project admin connects that source to an agent in Studio.
Who does what
Organization admin: adds the Rovo connector for the third-party provider in Admin Hub.
Customer experience admin or Customer Service Management project admin: connects that source to the agent in Studio.
Before you begin
You need organization-admin access for the connector setup and project-admin access for the agent setup.
You need a supported third-party provider, such as Google Drive or SharePoint.
You need Customer Service Management Standard, Premium, or Enterprise.
Two accounts are involved, and they do different jobs. In Admin Hub, you connect the provider with a bot or service account that indexes the third-party content into Atlassian, so it should have access to a broad set of documents. In Studio, you connect a separate third-party account that has a one-to-one relationship with the agent and defines what that agent is allowed to use.
Step 1: Add the Rovo connector in Admin Hub
First, an organization admin adds the Rovo connector for the third-party provider in Admin Hub so it is available to use later in agent setup.
Open Admin Hub and go to the connectors area.
Select the provider you want to connect, such as Google Drive or SharePoint.
Sign in with the bot or service account that indexes the content into Atlassian. Give this account access to a broad set of documents, because it controls what can be indexed. This is not the account that limits what the agent can use.
Finish the connection flow and confirm the source appears on the Admin Hub connectors page.
Step 2: Add the source to an agent in Studio
After the source is connected, a customer experience admin or Customer Service Management project admin adds it to the agent that will use it.
Open Studio and choose the agent you want to update.
Open Knowledge.
Select Add knowledge, then choose the connected third-party source.
When prompted, sign in with the third-party account for this agent. Use a separate account from the one you used in Admin Hub, not the same one. This account has a one-to-one relationship with the agent and defines the content the agent is allowed to use, so give it access only to the content you want the agent to use.
Save the change and test the agent after the source becomes available.
Permissions and connected-account behaviour
Two accounts control third-party knowledge, and they set different boundaries:
The indexing account you use in Admin Hub controls what content can be indexed into Atlassian. Give it access to a broad set of documents so the source is complete.
The agent account you connect in Studio has a one-to-one relationship with the agent and defines what that agent is allowed to use. Give it access only to the content you want the agent to use.
If the agent account cannot access a file or folder, the agent cannot use it either.
Indexing and availability
After you connect a source in Admin Hub, it can take up to 24 hours before the content is indexed and available to use. This wait applies to the Admin Hub connector setup, not to the agent step in Studio.
Indexing time can vary by connector. Use 24 hours as a general guide.
To check connection and sync status, use the Admin Hub connectors page rather than relying on indexing details inside the agent setup flow.
Troubleshooting
If the source does not appear in Studio, check the Admin Hub connectors page to confirm the connector is set up correctly.
If the agent does not use the content you expect, remove the connection and add it again. You cannot see which account was used to connect a source, so reconnecting with the right account is the reliable fix. Reconnecting in Studio usually takes about a minute; only the Admin Hub indexing step takes up to 24 hours.
If you connected the source recently in Admin Hub, wait for indexing to finish before you troubleshoot further.
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