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When a Property Management System is connected, Conduit periodically syncs listing descriptions, amenities, check-in instructions, and reservation context into the workspace. That content appears in Knowledge as source-backed listing content, and the PMS remains its source of truth. Knowing what the PMS owns is what keeps you from losing edits or creating duplicates.

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Two Kinds Of Listing Knowledge

Do not edit PMS-synced content directly. To change what the agent says about a listing, create a manual page with the correction instead.

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Add Knowledge For A Listing

1

Open Knowledge

Go to Agents > Knowledge, then find or create the folder for the listing or listing group.
2

Add a page

Click the add button and choose Page.
3

Write the content

Follow the Knowledge writing principles and keep the page focused on one topic.
4

Scope it

Apply listing or entity scope so the page only applies where it should. See Managing Knowledge.

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Override PMS Information

If synced data is wrong or incomplete, create a manual page with the corrected information and scope it to the affected listing. The agent retrieves the Knowledge most relevant to the conversation, so the scoped correction takes effect without touching the PMS source.

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Avoid Duplicates

Duplicates appear when PMS-synced content and a manual page cover the same topic, such as two amenity descriptions or two sets of Wi-Fi instructions. They also appear when the same topic exists both globally and at listing level. To resolve them:
  1. Identify which content is PMS-synced and which is manual.
  2. Remove manual content that simply repeats the PMS source. Keep the manual page only if it intentionally overrides the source.
  3. Where global and listing-level content disagree, keep the scope that matches the real policy.

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Best Practices

  • Leave PMS-synced content alone when the PMS is the source of truth.
  • Create manual pages for distinct corrections or additions rather than recreating content the PMS already syncs.
  • Use clear page titles so manual content does not read like a duplicate of synced content.
  • Review listing Knowledge after PMS changes, migration work, or listing updates.

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Frequently Asked Questions

The page was most likely PMS-synced, and the next sync overwrote it. Create a manual page with the correction instead.
Create a manual page with the corrected information and scope it to the affected listing. The agent retrieves the Knowledge most relevant to the conversation.
Remove the manual page if it simply repeats the PMS source. Keep it only if it intentionally overrides the source, and give it a title that makes the override obvious.
Source-backed listing content is managed by the sync and is usually read-only. Anything your team created directly in Knowledge is manual and stays under your control.