Create articles for your support website and customer service agent

Articles are the foundation of your support website and can also power your AI customer service agent. Well-organized articles help customers find answers on their own and enable your AI agent to provide accurate, helpful responses.

Connect or create spaces

Before you can add articles to your support website, you need to connect a Confluence space. You can connect an existing space if you already have support articles, or create a new space if you’re starting from scratch. You can also connect multiple spaces if needed.

To connect or create a space:

1. In your customer experience, select Articles from the sidebar.

2. Select Manage, then Connect a space.

3. Choose to create a new Confluence space or add an existing one.

Add and organize articles

Articles form the basis of your support website’s content. They provide answers to common questions and help customers solve problems on their own.

To create an article:

1. In your customer experience, select Articles from the sidebar.

2. Select Create article. You will land in a new Confluence page.

3. If you have more than one space connected, select the desired space.

4. Write your article. You can use available templates to get started.

5. Select Publish when you’re ready, or Close to save it as a draft.

To keep your articles organized, group related articles into folders. Folders make it easier for customers to browse topics and quickly find the information they need. To add a folder, select Create from the sidebar, then Folder.

How articles appear on your support website

Articles and folders appear as resource tiles on your homepage, in alphabetical order. Customers can browse these tiles to find the information they need. If no space is connected, then no resource tiles will show on your homepage.

Only published articles are visible to customers. Permissions set in the connected space control who can view each article or folder.

Find out how to customize resource tiles.

Use articles as a knowledge source for your customer service agent

Articles you create and publish can also be used as a knowledge source for your AI customer service agent. This helps the agent provide accurate answers to customer questions using your latest support content.

Read more about adding knowledge sources for your agent.

Set permissions for articles

Permissions control who can view articles on your support website. You can set permissions at the space level to make content available to different groups.

View permissions

To set or update view permissions:

1. In your customer experience, select Articles from the sidebar.

2. Select Manage, then Edit spaces.

3. Set the appropriate permissions for your space in the table.

Permissions apply to all articles and folders within a space. Only published articles are visible to users based on these permissions.

Edit permissions

To edit articles or folders for your support website, users need edit permissions in the connected Confluence space. Edit permissions are managed in Confluence, not in Customer Service Management.

To grant edit permissions:

1. Make sure the user is added to your Confluence site in Atlassian Admin.

2. Confirm the user has the Add permission for Pages, live docs, whiteboards, databases, and Smart Links in the Confluence space linked to your support website.

   1. Next to your space's name in the sidebar, select More actions (•••), then Space settings.

   2. Select Space access, then Users.