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Overview

Before an agent can work reliably, it needs the right channels, facts, and capabilities. Connect these first so the rest of the setup is grounded in real workspace data.

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Connect Channels

Channels bring customer conversations into Conduit. Start with the channels your team already uses:
  • Email
  • WhatsApp
  • Phone and SMS
  • Chat widget
  • Slack for internal workflows
Use the setup guides in Connect Channels for channel-specific instructions.

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Connect Business Systems

Business systems give Conduit structured data and sometimes tools. Use Settings > Connections or Build > Marketplace to connect PMS, CRM, helpdesk, data-source, and app integrations. Connected systems can provide:
  • Structured contact or reservation context
  • Data-source Knowledge imports
  • Connection tools the agent can call
  • Workflow trigger data

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Tools

Tools let an agent take action or retrieve live data. Configure workspace defaults in Build > Agents > Tools, then override access from an individual agent’s Tools tab. Use tools for actions such as booking an appointment, looking up availability, creating an internal record, calling an integration, or running an AI-triggered workflow.

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Knowledge Sources

Sources become retrievable Knowledge for agents.
1

Open Knowledge

Go to Build > Knowledge.
2

Add a source

Click the add button and choose Link or Document.
3

Choose a destination

Put the source in the folder where the topic belongs.
4

Wait for sync

Review the source status until it is synced or fix any failed imports.
Documents and links are imported from the V3 Knowledge Base add menu. Connected data-source imports are managed from their integration source pages when Knowledge sync is available. See Knowledge Base for source limits, sync states, versions, and deletion behavior.

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Connect Checklist

  • Channels are receiving conversations in Conduit.
  • Business systems are connected in Settings or Marketplace.
  • Knowledge sources are imported and synced.
  • Required tools are enabled at the workspace level.
  • Individual agents have only the tool access they need.