About Confluence
Confluence is Atlassian's team wiki and documentation platform, widely used by ecommerce operations and support teams to document internal procedures, product policies, escalation guidelines, and brand standards. While primarily an internal tool, many brands maintain customer-facing policy content in Confluence alongside operational documentation. By connecting Confluence to OpenAgent, the AI agent can search and reference the pages you designate as source material — ensuring its responses reflect what your team has actually written rather than generic AI assumptions. This is especially valuable for brands with detailed return policies, complex product specifications, or custom support workflows documented in Confluence.
How it works together
Connect Confluence and OpenAgent gets the context and reach it needs to resolve more tickets automatically.
- Connect via Confluence Cloud API tokenGenerate an Atlassian API token and provide your Confluence Cloud domain and the spaces OpenAgent should index. The agent retrieves published pages from those spaces to use as source content.
- Index designated Confluence spacesOpenAgent indexes the content of the Confluence spaces you configure — converting page text into a searchable format the agent can query when a customer asks a relevant question.
- Retrieve relevant pages for customer queriesWhen a customer question arrives, OpenAgent searches the indexed Confluence content for the most relevant pages and uses them to inform its response — grounding the answer in your documented policies.
- Keep content current with periodic re-indexingOpenAgent re-indexes your configured Confluence spaces regularly so that when your team updates a page — revising the return policy or adding a new product FAQ — those changes flow through to the AI's responses.
Benefits
Turn internal documentation into customer-facing accuracy
Policy and procedure pages your team maintains for internal use can also power accurate AI responses — giving customers answers directly grounded in what your operations team has documented.
Consistent answers across AI and human agents
When both your human agents and OpenAgent reference the same Confluence documentation, customers receive consistent information regardless of who — or what — handles their question.
No separate knowledge base required
For brands that already document procedures in Confluence but haven't built a separate customer-facing knowledge base, connecting to OpenAgent gets value from existing documentation immediately.
Frequently Asked Questions
Related integrations
Connect Confluence to OpenAgent
Join the ecommerce teams resolving more tickets, answering 24/7, and turning support into a revenue channel with OpenAgent.