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 public websites, Confluence or other third-party apps as knowledge sources.
Connect knowledge sources
To use websites or third-party apps as knowledge sources, they must be connected in Atlassian Admin first. See instructions below.
To connect knowledge sources to your customer service agent:
In your customer service agent’s settings, select Knowledge.
Select Add knowledge.
Choose either Confluence, Website or Third-party apps.
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.
For Third-party apps, select from the apps that have already been connected in Atlassian Admin, then authenticate via OAuth using a 3P account. See more information below.
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. Only organization admins can do this. Find out how to connect a custom website.
It can take a few hours to fully index a website, so the agent’s responses may be limited until indexing is complete.
Using third-party apps as a knowledge source
If you want to use a third-party as a knowledge source, you’ll first need to connect it in Atlassian Admin. The process for doing this varies slightly for different apps. Only organization admins can connect third-party apps. Find out how to connect various third-party apps.
Once a third-party app has been connected in Atlassian Admin, it will become available to select as a knowledge source for your agent.
When you select a third-party app to use as a knowledge source for your AI agent, you’ll need to authenticate via OAuth using a 3P account. This account determines what the agent can see and use when answering customer questions. We strongly recommend that customers use a dedicated service account for this – not a personal user account.
It can take a few hours to fully index a third-party app, so the agent’s responses may be limited until indexing is complete.
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