Give your customer service agent knowledge
When a customer asks a question, your AI agent searches through the knowledge sources you’ve connected, and uses that information to respond. Connecting knowledge sources helps your agent deliver consistent, high-quality support.
You can use Confluence, public websites, or both as knowledge sources for your agent.
Connect knowledge sources
To connect knowledge sources to your customer service agent:
In your customer service agent’s settings, select Knowledge.
Select Add knowledge.
Choose either Confluence or Website.
For Confluence, select either the space you want to connect or specific content.
For Website, select from the sites that have already been connected in Atlassian Admin.
Select Add.
Repeat steps 2–4 to add more knowledge sources. You can add as many sources as you like.
Using Confluence as a knowledge source
When using Confluence as a knowledge source, keep in mind:
You can add entire Confluence spaces or select specific content within a space.
If you want your agent to access content in your support website, you’ll need to add those Confluence spaces as a knowledge source for your agent – it won’t reference them automatically.
Only spaces that can be viewed by all licensed Confluence users will be available to your agent.
To give your agent access to a restricted space, you’ll need to grant it permission to view the space.
To grant your agent permission to view a restricted space:
Go to the space in Confluence.
Next to the space's name in the sidebar, select More actions (•••), then Space settings.
Select Space access, then Users.
Select Edit.
In the Search for teams and groups field, search for and select your agent’s name. Find out how to give your agent a name.
Select Add.
Using public websites as a knowledge source
If you want to use a public website as a knowledge source, you’ll first need to connect it in Atlassian Admin. Find out how to connect a custom website.
It can take a few hours to fully index a website, so the customer service agent’s responses may be limited until indexing is complete.
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