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Reaching autopilot depends on your AI’s ability to respond to messages accurately and consistently. This requires a well-structured Knowledge Base where the AI retrieves relevant information through “Knowledge Blocks”—atomic units allowing quick retrieval of appropriate details at the right time.

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Types of Blocks

  1. Applies to One Category: Information tailored for a single product, service, or category (e.g., pricing details, setup instructions)
  2. Applies to Multiple Categories: Details for related groups (e.g., regional policies, product line FAQs)
  3. Applies to All Categories: Company-wide information (policies, standard procedures)

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Where to Find Knowledge

Navigate to: Agent Hub > Wiki > Select an Agent Knowledge defined here applies only to selected inboxes; Global Knowledge applies to all inboxes.

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How to Write Knowledge

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Three Core Principles

  1. Directive: Include only what the AI can say to customers—never internal instructions like “notify the team” or “send invoice”
  2. Comprehensive: Each block fully covers its topic, including variations and follow-up questions; don’t split related information across blocks
  3. Focused: One block = one topic for clear AI retrieval and accurate responses

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Good vs. Bad Examples

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Product Setup

Bad: Mixed unrelated topics, omits critical info, vague instructions Good: Clear title, specific steps in bold, requirements marked explicitly, scope specified

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Return Policy

Bad: Minimal and vague, insufficient edge case detail Good: Covers policy, exception cases, and escalation path for disputes

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Mixed Topics

Bad: Combines separate workflows with unrelated requests Good: Focused solely on one topic with specific details and operational context

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Required Info

Filling out Required Info is critical for improving Autopilot rates, ensuring every resource has essential details for accurate responses.

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Workflow

  1. Upload external knowledge sources
  2. Conduit automatically scrapes and populates Required Info fields marked as “Complete”
  3. Fill remaining “Empty” fields manually to ensure full coverage

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Adding or Deleting Required Info Fields

To Add Custom Fields:
  • Click “Add Field” in Required Info section
  • Enter Field Name (e.g., “Refund Policy”)
  • Add Description guiding team on content
  • Click “Create” to apply across all listings
To Delete Fields:
  • Click on required info field
  • Click “Field Settings” on modal
  • Click “Delete”