Integrations
Confluence
How your agents answer from the Confluence spaces you select, and stay in step as your teams publish changes.
On this page
Many organisations keep their operating procedures and service rules in Confluence, written and signed off by the teams responsible for them. Your agents can answer customers from the spaces you select, and only from those spaces. When your team publishes a change, the agent's knowledge follows, so the rule a customer hears is the rule your team published.
What the connection lets the agent do
| Action | What it means for you | Example |
|---|---|---|
| Answer from your pages | The agent finds the relevant passage in your spaces and answers from it | The cabin baggage allowance on an economy fare |
| Keep in step with changes | When a page is updated, added or removed, the agent's knowledge is updated to match | A revised rule on travelling with sports equipment is used once published |
| Answer only from approved sources | The agent answers from the spaces you have connected, not from general knowledge | A question about another airline's rules is not answered from guesswork |
| Say when the answer is not there | If your pages do not cover a question, the agent says so and offers a person | A question about carrying an unusual musical instrument goes to your team |
How it connects
The connection uses Confluence's standard API (application programming interface: the documented way other software exchanges data with it), through a dedicated account your administrators create and control. That account is given read access to the spaces you select, and nothing else, so your existing space permissions decide the scope.
The selected pages are indexed (organised so the agent can find the right passage quickly), and the index is held in your deployment, in your chosen region. Credentials are stored encrypted in your deployment, and every call travels over TLS 1.2 or higher (Transport Layer Security, which encrypts data in transit). Your pages stay in Confluence, and your teams keep writing them as they do today.
Internal spaces often mix customer-facing rules with internal notes. Selecting a space that holds only customer-facing content, or excluding internal pages, keeps the agent's answers to what you intend customers to hear.
Permissions
| Permission | Needed for | Default |
|---|---|---|
| Read pages in selected spaces | Answering from your content | Only the spaces you select |
| Detect changes in those spaces | Keeping in step | On for the spaces you select |
| Create, edit or delete pages | Not needed | Not granted |
The agent can only take actions your team has granted. Anything not granted cannot be invoked. See Permissions.
In practice
Rimal Air keeps its customer service rules in Confluence.
- The customer experience team connects the "Baggage and fares" space, which holds only customer-facing rules.
- Hind asks on WhatsApp whether she can take a stroller and a car seat for her baby. The agent answers from the baggage rules.
- The airline changes its sports equipment rule and the team publishes the updated page. The agent picks up the change.
- When a passenger asks about a rule the space does not cover, the agent says so and offers a person.
What your team controls
- Which spaces the agent reads.
- Which pages are excluded within them.
- Withdrawing access, at any time, in Confluence.
Related
- Knowledge and documentsIntegrations
- Knowledge and documents (agents)Agents
- PermissionsIntegrations
- Hosting and data residencySecurity and data protection
- Travel and hospitalityIndustry guides
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