Instructions and knowledge base
The three places you write instructions, and how to connect your Confluence articles.
What this page is for. The assistant does what your instructions tell it to. This page explains where to write them and which level to use.
There are three levels. All of them are combined when a conversation happens, so put each rule at the level where it is actually true. A rule in the wrong place either applies everywhere when it should not, or never applies at all.
AI Portal Chat
••• HelpThe three levels
| Level | Where | Applies to | Use it for |
|---|---|---|---|
| Company Instructions → Custom instructions for AI Portal Chat | Portal Assistant tab, first card | Every conversation, every desk | Tone, hard rules, and anything true of your whole organisation. |
| Service desk specific instructions | Service Desk Configuration card | One service desk | What that desk covers, its approval rules, who it escalates to. |
| Request type specific instructions | Request Type Instructions section | One request type | The specific questions to ask for that kind of request. |
Each card has its own save button — Save Instructions, Save Configuration and Save Request Type Instructions. Saving one does not save the others.
The language setting, which is not an instruction
Above the company instructions there is a dropdown called Ticket & Knowledge Base language. It ships as Auto-detect (user language), and it does something instructions cannot: it fixes the language used for ticket fields (summary, description) and for knowledge base searches, no matter which language the customer writes in.
| Setting | What happens |
|---|---|
| Auto-detect (user language) | Tickets are written in the language the customer used. Natural for the customer, mixed for your agents. |
| A specific language — English, Português (Brasil), Português (Portugal), Español, Français, Deutsch, Italiano or 日本語 | Customers still write in their own language, but every ticket lands in the language you chose, and knowledge base searches run in it too. |
| Example rule | Where it belongs |
|---|---|
| Always answer in the customer's language. | Global |
| Never give a resolution time. | Global |
| Offer the knowledge base before creating a request. | Global |
| Hardware replacement needs manager approval. Say so before raising the request. | Service desk |
| Always ask which device is affected and whether the person can still work. | Request type |
| Ask which environment the problem happens in, and for a screenshot. | Request type |
Knowledge base search
Switch Enable Knowledge Base Search on for the desk. A Confluence Space Keys field then appears — it is hidden while the toggle is off, which is why people think it is missing. List the space keys the assistant may search, separated by commas. A space key is the short code in a space's URL, for example KB in /wiki/spaces/KB/.
Listing spaces one by one is deliberate. It keeps the answers relevant, and it keeps internal spaces out of customer conversations.
Customer permissions still apply on top of your list: the search runs as the signed-in customer, so they cannot be shown an article they could not open themselves.
Auto-confirm: leave it off
With Auto-confirm tickets off, the assistant shows a summary of the request and waits for the customer to agree. With it on, the request is created immediately.
Keep it off. The confirmation step is where customers notice a wrong request type and correct it, and correcting it there costs nothing. Only turn it on for a desk where every request is trivial and speed matters more than accuracy.