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Create Internal Knowledge Base With Internal Articles Imported From Confluence

Related products:Knowledge & Help Center
  • January 16, 2025
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Hey all! 

 

I just discovered that intercom allows the possibility to have internal articles that are not visible to the users. From my understanding, this is to feed up the AI with content. The content provided can be imported from confluence as well. 

 

So my objetive here would be to use this feature for my agents instead of just making it for the AI. I understand that we have the copilot available on chats for the agents to use, but that would be way more interesting for our team if we could use this area as a knowledge base where they could search procedures and files in order to continue the chat. 

 

If this is not doable, other idea that could help us would to be have an internal help center that would turn into our knowledge base. 

    1 reply

    Trevor
    Innovator ✨
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    • Trevor
    • Innovator ✨
    • January 21, 2025

    I think they’re going to lean into and leverage CoPilot a lot more for this. Since it’s already possible to ingest all of the content. 

    Do you guys currently use Confluence ASK AI features? Our team uses that as well. And for us, it’s working great. I see the objective of hosting it all in one place. But in my case, I don’t think we could ever leave confluence, because it can be usable data and information for our entire company; which all of have access through atlassian accounts. (Wouldn’t want to pay for inbox seats for folks to use and access the knowledge base). 

    I could see your use-case here if your current confluence space is only used by and only benefits your intercom team(s) though! For the record, my team isn’t currently utilizing AI CoPilot either at this time, as we have a smaller team, and don’t really have a gap in this knowledge area, and Confluence Ask AI does the job super great for us, with some additional control over the content. 

    Trevor Kimball | Director of Customer Support
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      • Laura Lincke
      • Author
      • Connector
      • January 21, 2025

      Heey Trevor,

      Thank you so much for your comment! I really appreciate you sharing this idea—it's a great suggestion, and I wasn’t aware of that possibility.

      That said, i just think it’s a bit outside the scope of what I’m trying to achieve right now. The main goal of integrating our Confluence content into Intercom is to centralize all the information our agents need in one place. As you know, we already rely on several systems to gather customer information, so simplifying and reducing the number of tools they have to use is key.

      One thing I really like about your idea, though, is how we could use the right-side bar as a search tool. That would allow agents to search for the content they need while following the procedure in real time, which is super practical! From what I’ve understood about the Confluence integration, it updates automatically whenever new content is added (although I’d need to test this to confirm). This way, agents can access up-to-date information directly without leaving the Intercom interface.

      Since our team is quite large, we have dedicated people writing the procedures while the agents focus on using the material to assist customers efficiently.

      I’ll definitely explore the Confluence Ask AI features you mentioned—thank you for the tip!

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