Atlassian Confluence
Answer and manage tickets with content from your Confluence spaces
The Confluence connector lets a Suptask AI Assistant search your Confluence spaces and use that content to answer and deflect tickets directly in Slack. Depending on the scopes you grant, the Assistant can also write back to Confluence - adding comments, labels or new pages from a ticket.
You connect Confluence with an Atlassian API token. The token is created by a specific Confluence user, and the connector inherits that user's access. You also choose exactly which scopes the token carries, which decides whether the connector can only read your content or also change it.
What you can use it for
Auto-answer requests — a user submits a ticket and the Assistant answers from your Confluence documentation.
Support your agents — an agent asks the Assistant on a ticket and gets an answer grounded in your internal pages.
Deflect repeat questions — recurring questions that are already documented get answered without an agent stepping in.
Team-specific knowledge — HR connects its own space, IT connects its own space, without either seeing the other's content.
Write back from a ticket — with write scopes enabled, the Assistant can add a comment, label a page or draft new documentation based on a resolved ticket.
How access works
Three layers decide what the connector can actually do. Each one narrows the layer above it.
The Confluence user - the token inherits the space and page permissions of the user who creates it. Suptask can reach what that user can reach, and nothing more.
The token scopes - you select which read and write scopes the token carries. A token without write scopes cannot change anything in Confluence, regardless of the user's permissions.
The Assistant's tools - inside Suptask you decide, per Assistant, which of the connector's tools it may use and whether it needs agent approval first.
Avoid creating the token with an account that has access to every space, such as a Confluence admin. The connector will be able to read the same content, including spaces you did not intend to expose to ticketing.
Before you begin
You'll need:
An admin role in Suptask.
A Confluence Cloud site.
A decision on which Confluence user to connect — this determines what Suptask can reach. See the section above.
Access to that user's Atlassian account security settings.
The Inbox and Assistant you want to connect Confluence to.
What you'll do:
Step 1: Choose the Confluence user
The connector acts as the user who creates the API token. Before creating it, decide whose access you want the Assistant to have.
For most setups, create a dedicated Confluence user for the integration and grant it access only to the spaces you want available to ticketing. This keeps the Assistant's reach predictable and independent of any one employee's permissions.
Space level — give the user permission only to the spaces the Assistant should use.
Page level — page restrictions in Confluence still apply. A restricted page stays hidden unless the connected user is included.
Per Inbox — if different teams need different content, use a separate Confluence user and token per Inbox.
Step 2: Create an API token with scopes
Sign in to Atlassian as the user you chose in Step 1.
Go to Atlassian account settings and open Security → API tokens.
Click Create API token with scopes.
Enter a Name you'll recognize later, for example
Suptask Prod.Choose an Expiry according to your security policy.
Select the app: Confluence.
Select the scopes you need — see Step 3.
Click Create, then copy the token.
Atlassian only shows the token once. Copy it and store it securely before leaving the page — if you lose it, you'll need to create a new one.
Two Atlassian limits are worth knowing:
An account can hold a maximum of 25 API tokens at a time.
A new token can take up to a minute to start working. If the first connection attempt fails, wait and try again.
Step 3: Select the scopes
Scopes set the outer boundary of what the connector can do. Start with the read scopes, and add write scopes only if you want the Assistant to change content in Confluence.
Read scopes
The baseline for answering tickets from your documentation:
search:confluence
Search across Confluence content
read:confluence-content.all
Read all content the user can access
read:confluence-content.summary
Read content summaries
read:confluence-content.permission
Read content permissions
read:page:confluence
Read pages
read:content:confluence
Read content
read:content-details:confluence
Read content details
read:content.metadata:confluence
Read content metadata
read:content.property:confluence
Read content properties
read:custom-content:confluence
Read custom content
read:space:confluence
Read spaces
read:space-details:confluence
Read space details
read:confluence-space.summary
Read space summaries
read:confluence-user
Read user profiles
read:confluence-groups
Read groups
Additional read scopes are available for permissions, restrictions, relations, databases, email addresses and space settings. Add them only if your workflows need them.
Write scopes
Add these only if the Assistant should create or update content in Confluence:
write:confluence-content
Create and update content
write:content:confluence
Create and update content
write:comment:confluence
Add comments to pages
write:blogpost:confluence
Create and update blog posts
write:attachment:confluence
Add attachments
write:confluence-file
Upload files
write:label:confluence
Add labels
write:inlinetask:confluence
Create and update inline tasks
write:embed:confluence
Add embedded content
write:content.property:confluence
Set content properties
Scopes don't override Confluence permissions. A write scope only lets the connector change pages the connected user is already allowed to edit.
You can review the scopes on an existing token at any time from Security → API tokens → View scopes.
Step 4: Add the connector in Suptask
Add Confluence to the Assistant that should use it.
In Suptask, navigate to Intelligence in the menu and select the Inbox.
Add the Confluence connector.
Enter your Confluence site URL, for example
https://yourcompany.atlassian.net.In the authentication field, enter:
[TOKEN]— the API token from Step 2
For the Cloud tenant ID, use the provided link below the field to collect this value (format of an UUID).
Save to store the connector.
Open the Assistant you want to connect Confluence to.
Enable the Confluence permissions for the Assistant.
When it's done, the connector status changes to connected.
Step 5: Choose which tools your Assistant may use
The scopes you selected set what's possible. Inside Suptask you then decide, per Assistant, which of the connector's tools it may actually use.
Each tool can be set to:
Auto — the Assistant uses the tool on its own when it's relevant.
Ask — the Assistant prepares the action and pauses for an agent to approve before it runs.
Off — the Assistant can't use the tool at all.
A common setup is Auto for read-only tools such as searching pages, and Ask for anything that writes to Confluence, such as adding a comment or creating a page.
AI AssistantsExample of how it can work
A) Automatic answering and deflection
A user submits a ticket in Suptask.
The Assistant searches Confluence for relevant pages based on the request.
A suggested answer is posted automatically in the ticket, either directly to the requester or visible only to agents.
The user can close the ticket if the answer resolves their issue, or keep it open for an agent.
B) Agent co-worker
A ticket is opened and handled by an agent.
The agent mentions
@Suptaskin the ticket.The Assistant returns the most relevant Confluence pages as context, so the agent can reply faster without leaving Slack.
C) Keep documentation up to date
A ticket is resolved with an answer that isn't documented yet.
The agent asks the Assistant to capture it in Confluence.
With write scopes enabled, the Assistant drafts a comment or a new page — set to Ask so the agent approves it before it's published.
Use different Confluence content per Inbox
Each Inbox in Suptask has its own connector. This means different teams can connect different parts of Confluence:
HR Inbox — connects to the HR space and policy pages.
IT Inbox — connects to the IT space and troubleshooting documentation.
Finance Inbox — connects to expense and invoicing documentation.
A ticket in the HR Inbox is then only answered from HR content, and a ticket in the IT Inbox only from IT content. To separate access fully, connect each Inbox with its own Confluence user and token.
Troubleshooting
Authentication failed (401) — the email and token don't match, or the token was revoked. Confirm
[EMAIL]belongs to the user who created the token, then re-enter or create a new[TOKEN].The connection fails right after creating the token — a new Atlassian token can take up to a minute to become active. Wait and try again.
Permission denied (403) — the token is missing a required scope. Scopes can't be edited after creation, so create a new token with the scopes you need and update it in Suptask.
No results returned — the connected Confluence user doesn't have access to the relevant space, or the pages are restricted. Check that user's space and page permissions in Confluence.
New pages aren't picked up — make sure the new page sits in a space the connected user has access to, and that no page restriction excludes them.
The Assistant answers from the wrong content — check which Confluence user is behind the token on that Inbox's connector, and reconnect if needed.
The Assistant can read but not change anything — the token has no write scopes, or the write tools are set to Off on the Assistant.
The Assistant won't perform an action — the tool is set to Off, or it's set to Ask and is waiting for an agent to approve.
It worked before and stopped — the token has expired, was revoked, or the connected user was deactivated. Create a new token and update it in Suptask.
Need help?
Reach out to Suptask Support and our team will help you connect Confluence.
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