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Connecting Confluence as a knowledge source lets the AI agent search and reference Confluence pages when answering employee inquiries.

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Connection types

Two connection types are available for Confluence.
TypeDescriptionBest for
Confluence (OAuth)Connect a Confluence Cloud workspace via Atlassian OAuthGetting started quickly with Confluence Cloud
Confluence (API Key)Connect by entering your Confluence base URL, email, and API tokenConfluence Server / Data Center, or fine-grained control with API tokens
Both types allow the AI agent to search Confluence after connection.

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Prerequisites

  • Admin role in AI Helpdesk is required
  • Confluence (OAuth): Confluence Cloud admin rights required
  • Confluence (API Key): Requires the ability to generate an API token in Atlassian account settings (Atlassian security settings)

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Connect via Confluence (OAuth)

Connect a Confluence Cloud workspace using Atlassian OAuth.
1

Open Knowledge Integration settings

Select Settings from the left navigation, then open the Integration tab. Click Add Integration in the Knowledge Integration section and select Confluence (OAuth).
2

Authenticate with Atlassian

You are redirected to the Atlassian OAuth page. Log in with your Atlassian account and grant access to AI Helpdesk.
3

Confirm connection

Once authentication succeeds, a connected Confluence (OAuth) card appears in the Knowledge Integration section. Confirm the card status shows Connected.

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Narrow the crawl scope (optional)

By default, all spaces, pages, and blog posts are crawled. To restrict crawling to specific entities, configure the following.
  1. Click the Configure (gear icon) on the connected card
  2. Enter the URLs of the spaces, pages, or blog posts to crawl in the Entity URLs field, one URL per line (up to 100 URLs)
  3. Select at least one content type to index under Object Types to Crawl (Space / Page / BlogPost / Attachment / Comment)
  4. Click Save

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Connect via Confluence (API Key)

Connect by entering your Confluence base URL, email address, and API token.

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Required information

FieldDescriptionExample
Confluence Base URLURL of your Confluence instancehttps://yourcompany.atlassian.net/wiki
EmailEmail of the account that generated the API tokenbot@example.com
API TokenToken generated in Atlassian account settings—
1

Open Knowledge Integration settings

Select Settings from the left navigation, then open the Integration tab. Click Add Integration in the Knowledge Integration section and select Confluence (API Key).
2

Generate an API token

Open Atlassian account security settings and click Create API token. Copy the generated token.
API tokens can only be viewed immediately after creation. If you miss it, generate a new one.
3

Enter connection details

Fill in the Confluence Base URL, Email, and API Token in the connection form.Click Save. A connection test runs automatically.
4

Confirm connection

When the test succeeds, a connected card appears in the Knowledge Integration section. Confirm the status shows Connected.
If the status shows Error, verify the URL, email, and API token.

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Narrow the crawl scope (optional)

After connecting, all spaces, pages, and blog posts are crawled by default. To restrict crawling to specific entities, configure the following.
  1. Click the Configure (gear icon) on the connected card
  2. Enter the URLs of the spaces, pages, or blog posts to crawl in the Entity URLs field, one URL per line (up to 100 URLs)
  3. Select at least one content type to index under Object Types to Crawl (Space / Page / BlogPost / Attachment / Comment)
  4. Click Save

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Using Confluence with the AI Agent

Once connected, the AI agent includes Confluence in knowledge searches automatically. To explicitly reference Confluence in a Playbook step, use the {{document_search}} tool. 
### Step 2: Search internal documents

Use {{document_search}} to find relevant procedures.
Include the Confluence IT space in the search.

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Disconnect Confluence

1

Open Knowledge Integration settings

Go to Settings > Integration tab and open the Knowledge Integration section.
2

Disconnect

Click the trash icon on the Confluence card you want to disconnect. Click Delete in the confirmation dialog.
After disconnecting, the AI agent will no longer search Confluence.

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Troubleshooting

Status remains “Error”
  • Confluence (OAuth): Click the Reconnect button to re-run the OAuth flow
  • Confluence (API Key): The token may be expired or revoked. Generate a new token in Atlassian account settings and update the configuration
Certain pages do not appear in search results If entity URLs are configured, only those spaces, pages, and blog posts are searched. Check the entity URL configuration and confirm the correct URLs are included.
Last modified on July 10, 2026