Integrating Atlassian Workspace With Knowly

Overview

Connect an Atlassian workspace to AppNavi Knowly to make relevant Confluence knowledge available through the Knowly chat. Once configured, users can ask questions in natural language and receive answers based on the Atlassian content selected for their application.

This integration is useful when your organization stores process instructions, product documentation, internal FAQs, or training material in Confluence and wants users to find that information without searching through pages manually.

This guide covers how to enable the integration, configure authentication, select the content Knowly can use, and verify that the setup works as expected.

When should you use this integration?

Use the Atlassian integration when:

• Your organization maintains knowledge articles in Confluence.
• Employees need to find internal instructions while working in an application.
• You want Knowly to answer questions using selected Atlassian workspace content.
• You want to control which workspaces, topics, or individual pages are available as knowledge sources.

Example: Your support team maintains troubleshooting instructions in Confluence. After you connect the workspace and select the relevant pages, an employee can ask Knowly, “How do I troubleshoot a failed order?” and receive an answer based on the selected knowledge content.

Before you begin

Make sure you have:

• Access to the AppNavi Portal with permission to configure the target application's Knowly settings.
• An Atlassian account registered with the workspace you want to connect.
• The Atlassian workspace's base URL.
• The email address associated with the Atlassian account.
• An API token for that account.
• Access to the Confluence workspaces and pages you intend to make available.

Ask your Atlassian administrator for assistance if you cannot create an API token or access the required workspace content.

Security note: Treat the API token as a credential. Enter it only in the intended configuration field, do not include it in screenshots or support messages, and follow your organization's credential-management policy.

1. Enable Atlassian integration for an application

Enable the integration in the settings of the AppNavi application where users will access Knowly.

1. Log in to the AppNavi Portal.
2. Open Guidance.
3. Select the Applications tab.
4. Locate the application where you want to enable Atlassian knowledge.
5. Open the application's context menu and select its settings.
6. Open the Knowly settings.
7. Enable the Atlassian integration toggle.
8. Save the configuration if the interface prompts you to do so.

Enabling the toggle makes the Atlassian authentication settings available for configuration. It does not, by itself, confirm that the connection works or that the desired content is available to Knowly.

Expected result: The Atlassian authentication section appears in the application's Knowly settings.

2. Configure Atlassian authentication

Knowly needs valid Atlassian connection details to access the configured knowledge source.

Enter the connection details

In the Atlassian authentication section, provide the following information:

Check each value before testing the connection. The email must correspond to the account associated with the token, and the account must have access to the content you want Knowly to use.

Test the configuration

1. Enter the Base URL, Email, and API Token.
2. Select Test Configuration.
3. Review the result displayed by AppNavi.
4. If the test fails, check the troubleshooting section below before continuing.

Expected result: AppNavi confirms that the Atlassian connection test succeeds.

A successful connection confirms that the supplied configuration can connect to Atlassian. You should still verify that the intended workspace and content are available to Knowly.

If the connection test fails

Check these items in order:

1. Base URL: Confirm that it points to the correct Atlassian workspace and has no accidental spaces or typographical errors.
2. Email: Verify that you entered the email associated with the Atlassian account.
3. API Token: Confirm that the token is valid and has not expired or been revoked.
4. Account access: Check that the account can access the required Confluence content.
5. Permissions and organization policy: Ask your Atlassian administrator to verify any required account permissions or authentication restrictions.

Correct the configuration and run Test Configuration again. Do not proceed on the assumption that the integration is working until the test succeeds.

3. Decide whether to enable Global Workspace

The integration provides a Global Workspace option.

When enabled, Knowly can use the whole available Atlassian library as a knowledge source when answering questions, rather than relying only on a narrowly selected set of content.

Use this option based on the scope of knowledge you want to make available.

Important: Global Workspace changes the intended breadth of the knowledge source. Before enabling it, confirm that the available library is appropriate for the users of the AppNavi application.

If you are unsure, begin with a deliberately selected set of relevant content, verify the answers, and expand the scope only when needed.

4. Select Atlassian content for Knowly

After configuring authentication, choose which Atlassian content Knowly should use.

AppNavi provides content-management controls through Manage Knowly Contents, where you can select Atlassian workspaces and choose content at different levels, from top-level topics to individual pages.

Open Manage Knowly Contents

1. Open the AppNavi Portal.
2. Navigate to the relevant application in Guidance.
3. Open the application's Knowly content-management area.
4. Select Manage Knowly Contents.
5. Locate the Atlassian workspace options.

The available content depends on the configured Atlassian connection and the account's access.

Select the required workspaces and pages

1. Review the available Atlassian workspaces.
2. Select the workspaces relevant to the application and its users.
3. Open a workspace to review its available content hierarchy.
4. Select the appropriate top-level topics or individual pages.
5. Review the selection before completing the configuration.
6. Save or apply the changes using the available controls.

How should you choose content?

Choose knowledge sources that directly support the questions users are expected to ask.

For example, for an application used by the Finance team, you might select:

• Expense reimbursement instructions.
• Invoice-processing procedures.
• Purchase approval guidelines.
• Finance-specific troubleshooting articles.

Avoid including unrelated pages simply because they are available. A focused, maintained knowledge source makes it easier to validate whether Knowly is answering from the information you intended to provide.

Expected result: The selected Atlassian content is configured as a knowledge source for Knowly in the target application.

Workspace-level versus page-level selection

Use a workspace or broad topic selection when users need a wide range of related information. Choose individual pages when you want a more controlled collection of knowledge.

If the content hierarchy changes, revisit the selection and verify that the intended topics and pages remain available.

5. Verify Atlassian content in Knowly Chat

After configuring the connection and content selection, test the integration from the user experience.

Run a test question

1. Open the target application.
2. Open the AppNavi Avatar.
3. Open Knowly Chat.
4. Ask a specific question related to one of the selected Atlassian pages.
5. Review the answer and any available source references.
6. Compare the answer with the original Confluence page.
7. Repeat the test with a question about another selected topic.

Example test

Suppose you selected a Confluence page describing how to submit an expense claim.

Ask Knowly:

What steps do I need to follow to submit an expense claim?

Check whether the answer reflects the instructions in the selected page.

Then ask a more specific question, such as:

Which information must I provide when submitting an expense claim?

Compare the answer with the source page to confirm that the relevant details are represented correctly.

What should you verify?

• Knowly Chat opens normally.
• The Atlassian integration has passed its connection test.
• The selected workspace and pages are available to the configured knowledge source.
• Knowly provides a relevant answer to a question about the selected content.
• The answer is consistent with the original Confluence information.
• Unrelated or unselected content is not being assumed to be available.

Expected result: Users can ask Knowly questions related to the configured Atlassian knowledge source and receive relevant answers based on available content.

A successful connection alone does not prove that every selected page is being used correctly. Validate representative questions against the original source material.

6. Keep the knowledge source up to date

Confluence content can change after the integration is configured. Review the integration periodically to ensure the knowledge source remains relevant.

The AppNavi release documentation describes automatic nightly refreshes for the Confluence integration. This means updates may not be reflected immediately after an article is changed.

Recommended maintenance practices:

1. Keep source pages accurate and current.
2. Review the selected workspaces and pages when the application's needs change.
3. Retest important questions after significant changes to source content.
4. Check the current integration behavior if a recent Confluence update is not reflected in Knowly.
5. Remove or revise content selections that are no longer relevant.

If a page has just been updated, allow for the documented refresh cycle before concluding that the integration has failed.

7. Troubleshoot common issues

If the problem persists, collect the following information before contacting AppNavi Support:

• The AppNavi application in which Knowly is configured.
• Whether Test Configuration succeeds or fails.
• The relevant workspace or page title.
• The question asked in Knowly.
• The expected answer and the actual behavior.
• Whether Global Workspace is enabled.
• When the source content was last updated.

Do not include API tokens, passwords, or other credentials in support requests.

Related documentation

• Knowly — understand Knowly's knowledge sources, settings, and chat behavior.
• Guidance — learn how AppNavi delivers in-application guidance.
• Target Audience — understand how AppNavi content can be targeted to selected users.

Next step: Configure the connection, select a small set of relevant Confluence pages, and validate several real user questions before expanding the knowledge source.