Connecting to Notion as a knowledge source for employee service AI agents (EAP)

For employee service (ES) AI agents, you can connect Notion as a knowledge
source. The Notion connection uses an open to everyone connection, which
does not enforce access permissions and instead bases access on the connecting
user's credentials. You must be a Knowledge admin to create and manage knowledge
connections.



What's my plan?






Employee Service Suite

Growth, Professional, Enterprise, or Enterprise Plus







Summary: ◀▼


You can connect Notion as a knowledge source for employee service AI
agents using OAuth2 with a service or admin account. This connection
allows AI agents to access Notion pages, tables, and lists based on the
connecting user's permissions. Manage access by selecting specific pages
or all pages, with updates syncing every two hours. Proper setup ensures
AI agents have relevant, up-to-date Notion content for employee support.





Location:
Admin Center > AI > AI agents > Sources



For employee service (ES) AI agents, you can connect Notion as a knowledge
source. The Notion
connection uses an open to everyone connection, which does not enforce
access permissions and
instead bases access on the connecting user's credentials. You must be
a Knowledge admin to
create and manage knowledge connections.


The connection allows these information types to be surfaced in ES AI
agents:

Pages
Tables
Lists


This article contains the following topics:


Understanding the Notion connection and how
Notion permissions work within employee service AI agents


Connecting to Notion for employee service AI
agents



Related article:


Creating, deploying and editing employee service AI agents
(EAP)






Understanding the Notion connection and how Notion permissions work within
employee service AI agents



The Notion connection is established using OAuth2 based on the connecting
user's
credentials. As a best practice, use an admin or service account
for the connection to
reduce risk of losing the connection when the connecting user leaves
your company.


As part of setting up the connection, you establish which Notion
pages
Zendesk is allowed to read once the connection is made. It applies
to all Notion connections
under the account used to connect.


Access in Notion needs to be granted to all spaces and resources
when connecting. After
that, you can manage access through multiple connections depending
on who needs to see the
content. This is because the Notion link requires access to all child
pages to function
properly. The access screen is controlled by Notion, rather than
Zendesk. It must remain
unchanged and consistent, with all spaces and resources selected,
for every user connecting
Notion to Zendesk. Removing access to any page in later connections
will break Notion access
for all users accessing ES AI agents.


Resource-level permissions (RLP) are not currently supported.




Connecting to Notion for employee service AI agents


Creating a connection to Notion for ES AI agents requires granting
Zendesk overall access
to Notion, then configuring individual links to subsets of Notion
content.


To connect to Notion as a knowledge source




In Admin Center, click
AI in the sidebar, then select AI agents > Sources.


Click Add source, then for
Notion, click Connect.


Enter a unique connection name, then click
Next.


Read the overview of steps, then click
Next.


Log in to your Notion account, then follow the prompts to
authorize the
connection.

Remember, it's a good idea to use a service account instead
of an
individual user account.


If you already have Notion connections using your
account, changing the scope of the access in this window
may affect those other
connections made with the same account.



Click Select pages to select
the content you want to make available through the
connection, then click Allow access.

Remember to make all content available.
You can manage access to specific content next.



Choose to sync either Specific pages
by URL (recommended) or
All
pages.

If you sync all pages, it is not possible to exclude
items from indexing
when creating the connection.



Apply a date range, then click Done.

The initial connection sync begins. It
might take some time to sync all content, depending on
the volume. After the initial
sync, the integration captures file updates every two
hours.


Now you can add the
connection to one or more AI agents. Select
Skip if you aren't ready
to do so,
or click Save if you want
to add the connection to any ES AI agent.


At
this point, you can add the knowledge source to one or
more AI agents by clicking
Add to AI agent. Or, you
can wait to create and deploy an ES AI agent with
this knowledge source at a later time (see
Creating, deploying and editing employee service AI agents
(EAP)).



Note: After the initial
sync, some selected resources might not appear immediately,
even if the sync was successful. This delay
occurs because of the Notion API, which takes some time to propagate selection
changes. These resources are
included in subsequent syncs.








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