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The Knowledge Base stores facts your agents can retrieve when they answer. Use it for policies, product details, listing details, FAQs, help articles, and imported source material. Open Knowledge from the Agents group in the workspace sidebar.
Knowledge is for facts. Put tone in Persona, reusable process instructions in Skills, escalation boundaries in Behavior or Guardrails, and action instructions in Tools or Skills.

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Knowledge Structure

V3 Knowledge is organized as a folder tree. You can create pages and folders, search, sort, move items, rename items, and delete items from the Knowledge sidebar.

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Composable Knowledge

Knowledge pages work best as focused, reusable building blocks. Instead of copying the same policy or detail into several places, create one source page and reference it from related pages or Skills. Use references when:
  • A page depends on another page for definitions, eligibility rules, pricing, or exceptions.
  • A Skill needs factual context but should not duplicate the underlying policy.
  • A scoped page extends a global page for one listing, customer group, product, or operational category.
For example, keep a global “Cancellation policy” page as the source of truth, then create listing-specific pages that reference it and only add the local exceptions. A refund Skill can then reference the cancellation policy page instead of repeating every cancellation rule.

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Structured Reference Data

Knowledge is not limited to policies and help articles. Any structured reference data an agent or Skill needs to look up can live in the Knowledge Base as a general-purpose data repository. Common examples: These pages work the same way as any other Knowledge page. Skills reference them, they can link to and from other Knowledge pages, and they stay current either through direct edits or through sync from an external source.

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How Knowledge Reaches An Answer

When a contact sends a message, the AI engine:
  1. Analyzes the question and identifies what information is needed.
  2. Searches across connected context sources such as Knowledge, PMS data, CRM records, and imported documents.
  3. Retrieves the most relevant information.
  4. Uses that context to generate an accurate response.
The more complete and well-organized your Knowledge is, the more confidently the agent can respond without escalating to a human. For how the engine processes information, see How Conduit Agents Work.

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Where To Go Next

Adding Knowledge

Create pages and folders, upload documents, and import links.

Connected Sources

Sync from Notion, Google Drive, Airtable, and business systems.

PMS Knowledge

Add and override listing content without losing edits.

Managing Knowledge

Scope, permissions, versions, and deletion behavior.

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Frequently Asked Questions

Knowledge holds facts the agent can look up. A Skill holds a reusable process the agent should follow. If the content answers “what is true”, it belongs in Knowledge. If it answers “what should happen next”, it belongs in a Skill.
Short enough to cover one topic. A focused page retrieves more accurately than a long page mixing several policies, so split content that covers unrelated subjects.
Yes. Cleaning schedules, cleaner and vendor assignments, and vendor directories all work as Knowledge, and Skills reference them the same way they reference any other page.
Confirm the source finished syncing, check the page is scoped to the right listing or entity, and make sure a competing page does not cover the same topic with different wording.

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Common Mistakes

  • Do not put tone instructions in Knowledge. Put tone in the agent Persona or a Skill.
  • Do not put tool invocation rules only in Knowledge. Put them in Skills or the relevant Tool description.
  • Do not put escalation thresholds only in a factual page. Put hard boundaries in Guardrails or Behavior.
  • Do not edit source-backed PMS content directly when the source will overwrite it on the next sync.
  • Do not duplicate the same policy at global and scoped levels unless the scoped version intentionally overrides the global one.