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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 Listing: Information tailored for single listings (e.g., Wi-Fi codes, check-in instructions)
  2. Applies to Multiple Listings: Details for listing groups (e.g., neighborhood recommendations)
  3. Applies to All Listings: 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 guests—never internal instructions like “notify maintenance” 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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Wi-Fi Details

Bad: Mixed unrelated topics, omits critical info, vague instructions Good: Clear title, network name in bold, password marked as case-sensitive, coverage area specified

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Pet Policy

Bad: Minimal and vague, insufficient edge case detail Good: Covers policy, service animal exception, and non-compliance penalties

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Mixed Topics

Bad: Combines separate workflows with unrelated requests Good: Focused solely on parking with specific location, price, and operational details

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Required Info

Filling out Required Info is critical for improving Autopilot rates, ensuring every company 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”