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.
Any articles you publish on your support website will be available as a knowledge source for your agent. You can also use Confluence and public websites as knowledge sources.
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.
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 Users.
The Users view will differ based on what version of Confluence you’re using.
If your site doesn’t have roles enabled:
Select Edit.
In the Search for internal users field, search for and select your agent’s name.
Select Add, then Save.
If your site has roles enabled:
Select Add people.
In the Search users or groups field, search for and select your agent’s name. Find out how to give your agent a name.
Give the agent the Viewer role
Select Add, then Save.
When searching for your agent's name in Confluence, make sure you use the name of the most recently published version.
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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