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:

1. In your customer service agent’s settings, select Knowledge.

2. [ナレッジを追加] を選択します。

3. 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.

4. 追加 を選択します 。

5. 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:

1. Go to the space in Confluence.

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

3. Select Space access, then Users.

4. [編集] を選択します。

5. 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.

6. 追加 を選択します 。

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.