Integrate Back with Confluence

Use your existing knowledge in Confluence to easily resolve requests

Jan Ustohal avatar
Written by Jan Ustohal
Updated over a week ago

Do your policies, guidelines, and how-tos live in Confluence? Then the Back ↔ Confluence integration is the ideal way to make all this information easily accessible to employees.

Back turns pages in Confluence into answers in Back. Easily attach them when responding to requests in Back, or have our bot suggest them automatically.

In this article:

What you'll need

The general instructions are the same whether you're using Cloud version of Confluence or On-premise (Server/Data Center), however, the specific credentials used in each case are different.

πŸ’ How do you know whether you're using Cloud or On-premise? If the URL that you use to access Confluence looks like you're using Cloud. Otherwise you're using On-premise.

To connect your Confluence to Back you will need 3 pieces of information - endpoint, username, and one secret credential (depending on the version).

☁️ Cloud

  1. The API endpoint of your Confluence installation, which you can find in the URL bar of your browser when you're in Confluence.
    It usually has the format https://<your company name> , e.g.

  2. Your Confluence username – this is the same as your e-mail, you can find it in your account settings

  3. API token – you need to create a new API token for the integration. You can call it e.g. Back integration . Don't close the browser tab after creating the token, as you cannot access it later!

🏭 On-premise

  1. The API endpoint of your Confluence instance, which you can find in the URL bar of your browser when you're in Confluence, can have a different format, depending on your organization. Usually, it will be something like https://confluence.acme.corp/ or https://wiki.acme.corp/.

  2. Your Confluence username – usually this is similar to the first part of your e-mail before the @. If your email is [email protected] your username can be jane.doe.
    To confirm you can go to the People section in Confluence and click on your account. Your Confluence username will be visible in the URL after the ~, e.g. https://wiki.acme.corp/display/~jane.doe

  3. Your Confluence password – the password you are normally using to log in to Confluence

Configuring the connection

Once you've have all the needed credentials go to the Integrations page in Back and click on Connect in the Confluence row.

  • Enter the API endpoint into the first field - you must enter the full URL there, e.g. ☁️ or 🏭 https://wiki.acme.corp/

  • Then, enter your Confluence username into the second field

  • Finally, enter the ☁️ API token you created or your 🏭 Password into the last field

Click on Connect to validate the connection.

If everything worked out fine you'll see the status of the Confluence integration as Connected.

Adding articles from Confluence to Back

To ensure that only the relevant content is used by our AI to suggest answers, you need to pick which pages should be synchronized with Back.

  1. After connecting Confluence, go to Knowledge

  2. In the top-right corner press Add from... and select Confluence to open the search modal

  3. Use the search field in the modal to find the page that you want

    1. πŸ’πŸ»β€β™€οΈ Back will search through the title and content of all the pages that we have access to

  4. Add page to Back by clicking on Add...

    1. If you select Add this page only, only this specific page will be synchronized with Back

    2. If you select Add including subpages, ALL direct and indirect subpages of this page will be synchronized with Back

  5. After the initial synchronization the page (and all it's sub-pages) will be visible in the list of answers.

Just like with answers in Back, you can specify targeting or attach workflows to Confluence articles to leverage all the options that knowledge and process automation in Back provide.

Check out this short video belowπŸ‘‡ on the whole process of adding, managing, and removing Confluence pages in Back.

Using articles from Confluence

The use an existing article from Confluence with a reply click on the πŸ“‘ button in the message box.

Start typing the name or content of the article in the search bar - Back will search through all the available content in Back, including Confluence articles that were set to be synchronized.

Once you select an article it will be attached to the reply,

Did this answer your question?