> ## Documentation Index
> Fetch the complete documentation index at: https://docs.conduit.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# What your agent knows about a reservation

> The booking details your agent starts every guest conversation with, and how to point it at the right booking code.

In a short-term rental workspace, when a guest with a reservation messages a customer agent, the agent already has that reservation in front of it before it writes a word. It does not need a tool or a skill to know the guest's dates, property, or booking codes. Internal agents, and agents in other workspace types, do not get it automatically.

## What The Agent Sees

| Area | Details |
| - | - |
| **The stay** | Status, check-in and check-out dates, number of nights, booking channel, guest counts (adults, children, infants, pets), payment status, cancellation policy |
| **Booking codes** | The PMS confirmation code and, for Booking.com stays, the Booking.com reservation number |
| **Access** | Door code, key code, and guest portal link, when your PMS provides them |
| **The property** | Name, address, timezone, check-in and check-out times, beds and bathrooms, listing groups |
| **Your custom fields** | Custom fields from your PMS on the reservation and on the listing |
| **Timing** | Day of the week, and whether check-in or check-out falls on a same-day turnover |

Everything comes from your connected PMS. If a field is empty in your PMS, it is empty for the agent too.

## Booking Codes

Some bookings have two different codes, and they are used for different things.

| Code | What it is | Example |
| - | - | - |
| **PMS confirmation code** | The code your PMS assigned to the stay | `BC-6478D97A5` in Guesty |
| **Booking.com reservation number** | The number Booking.com assigned. It is the one on the guest's confirmation email. | `6507626408` |

For Airbnb, Vrbo, and direct bookings, the agent sees only the PMS confirmation code. Your PMS usually stores the Airbnb confirmation code there, so it is also the code the guest knows.

> [!TIP]
>
> When an instruction depends on a booking code, say which one. "Use the confirmation code" is ambiguous on a Booking.com stay.

### Guest Portal And Check-In Links

If you build guest portal or check-in links from a booking code, your portal most likely reads the **PMS confirmation code**. Name it in the instruction:

**Bad:** "Send the guest their portal link: `https://guest.example.com/[confirmation code]`."

**Good:** "Send the guest their portal link: `https://guest.example.com/` followed by the PMS confirmation code. Never use the Booking.com reservation number in the link."

### When A Guest Quotes Their Booking Number

Booking.com guests usually quote the Booking.com reservation number, because it is the one on their confirmation email. The agent can match either code to the stay, so you do not need to tell guests which one to send.

## Test It In Sandbox

In [Sandbox](https://docs.conduit.ai/build-your-agent/testing-agents.md), pick a reservation to load its details into the test conversation. To try a different code, change **PMS confirmation code** or **OTA reservation ID** in the reservation settings before you send a message.


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