Key takeaways
Make your knowledge base work in real time, surfacing the right articles automatically and closing the feedback loop between tickets and documentation.
Why this integration matters
Your Confluence instance has years of documentation: product guides, runbooks, SOPs, and institutional knowledge from engineers who may not even be at the company anymore. Agents know it exists. But when a ticket comes in and the clock is running, manually searching Confluence spaces is time they don't have.
Mosaic AI connects to Confluence and makes that documentation instantly available inside your support workflow, surfaced automatically, searched via natural language, and combined with context from your other connected systems.
- Eliminate the search step: Mosaic surfaces relevant Confluence articles when a ticket opens
- Let agents query documentation in plain language, not keyword search
- Detect knowledge gaps automatically, with no manual audits required
- Auto-generate draft Confluence articles from resolved ticket patterns
Key use cases
Auto-surface relevant Confluence articles when a ticket opens.
Mosaic retrieves the most relevant pages for each ticket and surfaces them alongside the ticket summary, with no searching and no tab-switching. If the answer is in your documentation, agents see it immediately.
Query Confluence in plain language.
Agents ask Mosaic questions like "What's the migration path for customers on the legacy API?" and get answers sourced from your actual Confluence content, with citations so agents can verify the source.
Detect under-documented topics before customers notice.
Mosaic analyzes ticket patterns and cross-references them against your Confluence content. When recurring ticket topics aren't well covered in documentation, Mosaic flags them so your knowledge team knows exactly where the gaps are.
Auto-generate draft KB articles from resolved tickets.
When Mosaic detects a pattern of similar tickets with no corresponding Confluence coverage, it generates a draft article for your knowledge team to review and publish. Knowledge article creation time drops from about an hour to minutes.
How it works
1. Connect: Authorize Confluence via OAuth from the Mosaic integrations dashboard. No engineering required, no API keys to manage.
2. Sync: Select which Confluence spaces to index. Mosaic crawls pages, sub-pages, and supported attachment types. Initial indexing typically completes within hours for most knowledge bases.
3. Generate: Agents see Confluence-sourced answers in their ticket workflow immediately. Your Customer Success Manager reviews initial knowledge gap flags within 1–2 weeks of connecting.
Feature breakdown
Data sync
- Index specific Confluence spaces, or your entire instance
- Continuous re-indexing as documentation is updated
- Supports multi-instance Confluence setups (multiple spaces, multiple environments)
Automation
- Knowledge gap detection: Mosaic identifies which ticket topics aren't covered by existing documentation
- Auto-generated article drafts: Mosaic produces draft Confluence articles for human review and publication
- Agent corrections fed back to Confluence: when agents flag outdated AI answers, Mosaic detects the correction and generates a draft update for your knowledge team to review before publishing
Permissions & governance
- Mosaic respects page-level Confluence permissions; agents only see content they're authorized to access
- Restricted documentation stays restricted
ROI and benefits
- Faster knowledge creation: Knowledge article creation time drops with Mosaic's knowledge automation.
- Higher-quality article drafts: Mosaic-generated KB drafts arrive nearly publish-ready, with minimal editing required.
- Compounding knowledge: The feedback loop between tickets and documentation closes automatically; each resolved ticket cluster becomes a potential new article, reducing future ticket volume on the same topic.
Works with your full stack
Mosaic combines Confluence with every other knowledge source your agents rely on. When an agent asks a question, Mosaic searches simultaneously across:
- Zendesk: tickets, macros, Help Center articles
- Salesforce: cases, customer records, knowledge articles
- Slack: indexed internal threads and resolved conversations
- Google Drive, Notion, SharePoint: and 100+ more
The answer draws from all of it, with citations so agents know the source.
Security & reliability
- Authentication: OAuth; no passwords stored, no credentials managed manually
- Permissions: Page-level Confluence access controls fully respected
- Compliance: SOC 2 Type II certified, ISO 27001:2022 certified, and GDPR compliant
- Data privacy: Mosaic never trains on your data
See the Confluence integration in action
Book a demo. Live in days, no engineering required.
Frequently Asked Questions
How long does setup take?
The OAuth connection takes minutes. Initial indexing completes within hours for most knowledge bases. Agents typically see Confluence-sourced answers in their workflow the same day.
Can Mosaic AI index specific Confluence spaces only?
Yes. You specify which spaces to include during setup, from a single documentation space to your full Confluence instance.
Does Mosaic AI support bidirectional sync with Confluence?
Mosaic reads from Confluence continuously and writes back via auto-generated article drafts, which require human approval before publishing. It's an intelligent feedback loop, not a real-time mirror sync.
Does Mosaic AI keep Confluence content up to date?
Mosaic continuously re-indexes your Confluence spaces to pick up new and updated content. When agents flag inaccurate AI answers, Mosaic detects those corrections and generates a draft update for your knowledge team to review before publishing.
Can Mosaic AI identify missing Confluence documentation?
Yes. Mosaic's knowledge gap detection compares your ticket topic distribution against your existing Confluence coverage and flags documentation gaps for your knowledge team.
Is the Mosaic AI Confluence integration secure?
Yes. Authentication is OAuth-based; Mosaic never stores your Confluence credentials. SOC 2 Type II compliant, ISO 27001:2022 certified, and GDPR compliant. Mosaic never trains on your data.
