Knowledge and channels control what your Service AI agents know and how requesters reach them. This article shows how to manage knowledge sources, connect channels, manage portals, and set up AI chat in your Customer Portal. If you haven't created a team and agents yet, start with Get started with monday service AI agents.
Knowledge
Select Knowledge in the left pane to manage the content your Service AI agents can draw from. This section has two tabs: Docs hub and Connectors.
Docs hub
Docs hub is where you create and browse monday docs. Select Create new doc to start from scratch, or Create doc with AI to generate one. You can also start from a template, such as Meeting Notes or Employee Onboarding, or open a recent document.
Docs created here can be added as Sourced knowledge on any agent's Knowledge tab. To add them, see Configure an agent.
Connectors
Connectors is where an admin links third-party platforms to your account so agents can use their content as knowledge. You can connect Confluence Cloud to sync spaces, and SharePoint to sync sites.
1Select Add connector, and choose a platform.
2Sign in on the platform's login screen, Atlassian for Confluence Cloud or Microsoft for SharePoint, so the admin can authorize the connection.
3Select which sites or spaces to sync. This includes all nested files within each selection, except unsupported formats.
4Select Add to complete the connection.
Once added, the connector shows as Processing while it syncs. This usually takes a few minutes, and agents won't have access to the content until syncing completes. Each synced site or space is listed with its file count, and you can open it directly in the source platform.
Once syncing completes, the connector shows its total file count and last sync date. Content syncs once a day, so any changes made in Confluence Cloud or SharePoint appear here within a day.
Use the connector's three-dot menu to open the source platform directly, sync it manually, edit which sites or spaces are included, or disconnect it.
Once a platform is connected, individual agents can select specific spaces or sites, or a more granular hierarchy within them, from their own Knowledge tab. When an agent answers using this content, it cites the source and links directly back to the page in Confluence Cloud or SharePoint.
Connect channels
Select Channels in the left pane to bring all your channels into one place and manage how requests enter your service workflows.
From this tab, you can add a new channel, search existing channels, and filter the list by channel type or owner. Each channel row shows the channel name, the Tickets board it creates tickets in, the owner, and whether it's connected.
To add a channel, select Add a channel and choose a type:
Each channel is connected to a Tickets board and linked to a workspace. Once a channel is connected to a board inside the team's workspace, that team's agents can work on requests from that channel, including email channels. If there is no matching agent, the request is routed to a human.
To edit a channel, select its edit icon, or open its three-dot menu for more options. Editing a channel lets you update its name, the connected Tickets board, and its email address:
Who can edit channels
On the Channels tab, anyone can view existing channel connections and create a new connection, whether the workspace is open or closed. However, only the team member who created a connection can edit that specific connection.
This means workspace type does not affect who can view or create channel connections. Editing permissions stay with the original creator of each connection.
Manage portals
The Portals page brings all your portals into one place.
If your account has one portal, this page shows that portal marked as a Default portal.
If you are on the Enterprise plan and use multiple portals, this page shows your main portal as well as your additional portals. To create another portal in a multi-portal setup, select Create portal.
To create a portal, name it, set its URL slug, and choose a workspace and ticket board:
Search or filter existing portals by owner, access type, or workspace. Each row shows the portal's request channels, its Service AI agents team, and its owners.
From the Portals page, you can open a portal by selecting it to open its settings, or by selecting the three-dot menu and choosing Edit portal to open settings or Go to portal to open the live portal.
In a portal's settings, manage its Content, AI Chat, Access, and Users, or select Open visual editor to customize its design and layout.
Who can edit portals
Permissions depend on whether you're working with the main portal or a workspace portal.
For the main portal, anyone can view and edit the Content tab, the AI Chat tab, and the visual editor. Only account admins can edit the Access and Users tabs.
For workspace portals, permissions depend on the workspace type, whether the portal is open or private, and whether the person is a workspace member or not.
If someone is a workspace member, an open portal can be seen by anyone, and anyone can access its settings. A private portal can only be seen by portal subscribers and admins, and only they can access its settings.
If someone is not a workspace member in a Closed workspace, both open and private portals can only be seen by portal subscribers and admins, and only they can access portal settings.
Set up AI chat in your portal
1Open a portal's settings and select the AI Chat tab.
2Connect AI chat to a Tickets board. This step is required because tickets created through AI chat are added to the selected board, and that board connects the portal experience to the Service AI agents team.
3Below the ticket board, check the Workforce agents section. It shows whether an agent team is active for this portal. If none is connected yet, select Create AI workforce to set one up. Once a team is active, this section shows how many agents are active, which team they belong to, and lets you Manage that team directly. Below that, each individual agent and its status is listed.
4Once connected, the tab shows Connected status, and a Test AI chat link appears so you can try the experience directly before requesters do.
What requesters see
Once AI chat is connected, requesters can open the portal and select New ticket. They can then choose how to open a ticket: Get assistance from AI, or one of the available ticket forms, grouped by category.
Choosing Get assistance from AI opens a chat where the requester can type their question:
As soon as the conversation starts, a ticket is created in the connected Tickets board. The Service AI Supervisor then reviews the request and checks whether there is a matching AI agent for that request type. If there is, the request is routed to that agent. If the agent has enough knowledge coverage, it responds in the portal. If it cannot handle the request, the conversation is routed to a human expert.
If no matching agent is found in portal chat, the Supervisor can first try to help using the portal's available resources before routing the request to a human. In that case, the Supervisor uses the portal resource titles and descriptions, not the full content of those resources.
To follow what the AI does with each request, see Test and monitor monday service AI.
FAQs
If you have any questions, please reach out to our team right here. We’re available 24/7 and happy to help.