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Voice, Knowledge & More

Bookbag + Confluence

Give Bookbag access to your Confluence pages so your AI agent's responses reflect the processes and policies your team has documented.

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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 Bookbag, 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.

COMPATIBILITY
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Integration methods
API

How it works together

Connect Confluence and Bookbag gets the context and reach it needs to resolve more tickets automatically.

  • Connect via Confluence Cloud API token
    Generate an Atlassian API token and provide your Confluence Cloud domain and the spaces Bookbag should index. The agent retrieves published pages from those spaces to use as source content.
  • Index designated Confluence spaces
    Bookbag 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 queries
    When a customer question arrives, Bookbag 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-indexing
    Bookbag 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 Bookbag 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 Bookbag gets value from existing documentation immediately.

Frequently Asked Questions

You configure which Confluence spaces Bookbag should index during setup. You can restrict it to customer-relevant spaces and exclude internal-only spaces like engineering or finance.

Bookbag currently integrates with Confluence Cloud via Atlassian's REST API. Confluence Server and Data Center require network accessibility and API token setup — contact Bookbag support for configuration guidance.

Bookbag only indexes pages that the API token's user account has read access to. Pages restricted to specific Confluence groups that the integration user can't access are not indexed.

Bookbag processes Confluence page content including text within tables and structured macros — extracting the relevant information for use in customer responses.

Bookbag can include a Confluence page link if the page is publicly accessible. For internal-only pages, it uses the content for accuracy but does not surface the internal URL to customers.

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Connect Confluence to Bookbag

Join the ecommerce teams resolving more tickets, answering 24/7, and turning support into a revenue channel with Bookbag.

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