How Are You Integrating It with eGain for Better KM?

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1

Hi everyone,

I recently completed Confluence training and have been exploring how it can be used more effectively for internal documentation and knowledge sharing. Since we also use eGain for customer service and knowledge management, I’m curious to know if anyone here is integrating Confluence with eGain in any way.

A few questions:

  • Are there any best practices for using Confluence as an internal KM tool alongside eGain’s customer-facing knowledge base?
  • Can Confluence be used to help streamline content creation before pushing to eGain?
  • Has anyone built a workflow or integration between the two platforms?

Would love to hear how your teams are managing knowledge across tools, especially when supporting agents and maintaining consistency.

Thanks in advance!

2

Hi @cisoti6078 - really thoughtful questions, and it’s great to see your interest in optimizing both Confluence and eGain for knowledge management!

You’ll be glad to hear that at eGain, we’ve been actively working on a new Knowledge Sync feature aimed at helping teams like yours better connect internal documentation in Confluence with eGain’s customer-facing knowledge base.

While we’re not announcing a release date just yet, the capabilities we’re building will soon allow you to:

  • Sync content from Confluence into eGain, so teams can draft and collaborate in Confluence while making that knowledge available to agents and customers through eGain.
  • Map metadata, labels, and taxonomies, so that content remains structured and searchable after sync.
  • Detect changes and run scheduled syncs, keeping both systems aligned without manual copy-paste work.

We’re also designing the integration to support permission mapping and access management, meaning:

  • Internal roles and page restrictions in Confluence can be translated into eGain access levels, helping maintain content security and governance.
  • Only approved or designated content can be synced into eGain, avoiding the risk of exposing work-in-progress material or sensitive internal docs.

The goal is to help organizations maintain a single source of truth internally, while publishing only what’s relevant and curated externally - without reinventing the wheel.

We’re excited about the flexibility this will offer and would love to hear how your team currently manages cross-platform knowledge it’ll help us shape the roadmap further!