AI-Powered IT Support Agent for Slack (with Confluence KB)

Unlock Instant IT Support in Slack with this AI Agent

This AI Agent, 'Knowledge Ninja', transforms your Slack workspace into an intelligent IT support hub. When an employee sends a Direct Message or mentions the bot with an IT-related query, this n8n workflow springs into action. It first acknowledges the message, then leverages OpenAI's GPT-4o to understand the user's needs. Crucially, it queries your Confluence knowledge base (via a customizable n8n sub-workflow tool) to find relevant information, crafting a helpful, context-aware response. The agent remembers the last 10 messages per user channel for better conversational flow and even cleans up its initial acknowledgment message to keep chats tidy.

Key Features & Benefits

• AI-Driven Slack Support: Responds intelligently to IT queries directly in Slack DMs or mentions.
• OpenAI GPT-4o Integration: Utilizes advanced LLM capabilities for natural language understanding and sophisticated response generation.
• Confluence Knowledge Base Search: Dynamically fetches information from your existing Confluence pages through a dedicated n8n tool workflow, bringing your KB to where your users are.
• Conversational Memory: Remembers the context of the last 10 messages per user/channel (customizable) for more relevant and human-like follow-up interactions.
• Automated Acknowledgment & Cleanup: Sends an initial "working on it" message and then removes it before sending the final answer, ensuring a clean and professional chat experience.
• Bot Message Filtering: Ignores messages from other bots to prevent loops or unnecessary processing, focusing only on human interactions.
• Customizable Persona & Prompts: The AI Agent's persona (e.g., 'Knowledge Ninja') and operational instructions are fully customizable within the n8n workflow to align with your company culture and specific needs.
• Rich Slack Formatting: Automatically converts AI-generated Markdown (like links and bold text) into Slack's mrkdwn format for clear and engaging messages.

• An n8n instance (Cloud or self-hosted).
• OpenAI API Key with access to a suitable model (e.g., gpt-4o, as configured).
• Slack App:
  • Credentials for n8n (Bot User OAuth Token).
  • Event Subscriptions configured to point to the n8n webhook URL generated by the 'Receive DMs' node.
  • Required Bot Token Scopes: app_mentions:read, chat:write, im:history (and potentially users:read for richer context).
  • Subscribed to message.im and app_mention bot events under Event Subscriptions in your Slack App settings.
• A separate n8n workflow designed to query your Confluence instance (e.g., using Confluence API via an HTTP Request node). You'll need its Workflow ID.

1. Download the n8n workflow JSON file.
2. Import the workflow into your n8n instance.
3. Configure the 'Receive DMs' (Webhook) node: Copy the generated Webhook URL. In your Slack App's settings, go to 'Event Subscriptions', enable events, and paste this URL into the 'Request URL' field. Slack will send a challenge to this URL; the 'Verify Webhook' node in this workflow handles the response.
4. In your Slack App's 'Event Subscriptions', under 'Subscribe to bot events', add app_mention and message.im.
5. In the 'OpenAI Chat Model' node in n8n, select or create your OpenAI credentials using your API Key. Ensure the desired model (e.g., gpt-4o) is selected.
6. Create a separate n8n workflow for Confluence search:
   • This sub-workflow should be triggered (e.g., by a Webhook node or callable workflow trigger), accept a search query as input.
   • Use an HTTP Request node to call the Confluence API (e.g., /rest/api/content/search).
   • Format and return the search results as JSON.
   • Note the Workflow ID of this Confluence search workflow (from its URL).
7. Configure the 'Call Confluence Workflow Tool' node in the main workflow: Paste the Confluence search Workflow ID into the 'Workflow ID' parameter. Review and customize the tool's description to guide the AI on how to use it effectively.
8. Configure all Slack nodes ('Send Initial Message', 'Delete Initial Message', 'Send Message') with your Slack API credentials (Bot User OAuth Token).
9. Customize the systemMessage and humanMessage (especially the tool usage instructions) in the 'AI Agent' node to match your Confluence tool and desired AI behavior. The current prompt mentions 'Notion' as an example but the tool is set for Confluence.
10. Activate the workflow. Test by sending a DM to your Slack bot or mentioning it in a channel.