Assistants & Knowledge

IT Help Desk Slack Bot on Your Knowledge Base

A Slack bot that answers employees' IT questions in direct messages using your Confluence knowledge base.

The Problem

IT teams answer the same questions in Slack every day while the answers already sit in the company wiki.

How This Template Solves It

An employee messages the bot in Slack. It acknowledges the message, an AI agent searches Confluence through a custom tool workflow, and the answer replaces the acknowledgement, with memory of the recent conversation in that channel.

How It Works

  1. 1A webhook receives Slack Events API messages and answers Slack's verification challenge.
  2. 2Ignores messages from bots and sends a quick received message.
  3. 3An AI agent with conversation memory calls a knowledge base tool, built as a separate workflow that searches Confluence.
  4. 4Deletes the received message and posts the final answer.

What You Need

  • A Slack app subscribed to the Events API
  • A Confluence site with search API access
  • An OpenAI API key
  • A second workflow for the knowledge base tool

What Stays Under Your Control

  • IT keeps the knowledge base accurate.
  • Access requests and incidents still go to the IT team.

Watch Out For

  • Connect the tool workflow by entering its ID in the custom tool node.
  • The bot only knows what the knowledge base contains.

Adapted from a community workflow template. Before publishing we removed credentials, account and file IDs, email addresses and sample data. The original author's setup notes are kept inside the workflow file.

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