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Every conversation has a side panel that collects what you would otherwise go hunting for across your PMS, your channels, and your own notes. Open it with the side panel icon on the top left of the conversation. The panel is split into two tabs. General holds everything described below. Calls holds the call history for this contact, with transcripts and summaries. You will also find this in The Calls view. The sections appear in a fixed order, working from what is happening right now down to reference detail.

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At a glance

The top block is the fastest read on the conversation, and it is where most of the AI output lives. Sentiment and the AI summary are most useful on handover. If you assign a long thread to a teammate, or come back to it yourself days later, the summary saves reading the whole history. See Assigning conversations and Proposed replies.
Read the summary before you reply to anything long, then skim the last few messages to confirm it. Two seconds of checking is cheaper than answering the wrong question confidently.

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Tags

Tags reach a conversation in more than one way, which is worth knowing when you are wondering why one appeared:
  • The agent applies it automatically, based on the description written for that tag
  • Your team applies it by hand, using Add tag in this panel
  • Agent instructions apply it, where a skill tells the agent to tag a particular situation
  • A workflow applies it, as a step triggered by something happening
Removing a tag is the x on the tag itself. The escalation level on a tag decides whether the agent keeps replying or stops and escalates. See Conversation Tags for creating and configuring them, Writing tag descriptions for making them fire accurately, Skills for instruction-driven tagging, and Workflows for tagging as a workflow step.

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Labels

Labels sit on the contact rather than on the message, and never affect what the agent does. Use Add label to apply one by hand. The picker only offers labels configured for the contact’s current inbox. See Labels.

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Contact Info

Who you are talking to and how they are reachable: first name, last name, phone, WhatsApp, email, and any other channel address on file, plus the Inbox the contact belongs to. Add info lets you record details the contact did not arrive with. See General Inbox Settings for how contacts are organized, and Inbox Routing for how a contact ends up in a given inbox.

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Booking Info

The reservation behind the conversation, pulled from your PMS. The refresh control at the top of the section re-pulls it if something changed in the PMS moments ago. Typical fields: Status is the field to check before you reply. The same question means different things depending on whether the guest is mid-stay, arriving next month, or already checked out.
Which fields appear depends on your PMS and what it sends. If something you expect is missing, the gap is usually upstream rather than in Conduit.

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Listing Details

Standing facts about the property itself, such as max guests, minimum nights, and maximum nights. These come from the listing record rather than the booking, so they stay the same across every reservation at that property.

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Custom fields from your PMS

Custom fields configured in your PMS appear at two levels, populated independently:
  • Reservation level, for anything true of this specific booking
  • Listing level, for anything true of the property
If a level shows nothing, either your PMS has none configured at that level or none are set on this particular record. See PMS Knowledge.

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Custom fields created in Conduit

Below the PMS data sit collapsible sections holding custom fields you have defined in Conduit itself, for example Next Clean or Late Checkout. Each section groups related fields and expands on click. These are for the things your operation tracks that your PMS has no field for. You choose what they are called, what they hold, and which contact type they attach to. See Custom Fields.
Before creating a custom field in Conduit, check whether the value already exists in your PMS. Anything synced from the PMS stays current on its own, whereas a Conduit field is only as accurate as the last person who updated it.

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Frequently asked questions

The contact is not linked to a reservation. This happens with inbound enquiries from someone who has never booked, or where the address they contacted you from does not match a synced reservation.
Either your PMS has none configured at the reservation level, or none are set on this particular booking. Listing level and reservation level are populated independently.
Either the agent applied it from the tag description, a skill instructed it to, or a workflow step did. Check the tag’s description first, since an over-broad description is the most common cause.
A tag describes what the conversation is about and can stop the agent from replying if it is marked urgent. A label sits on the contact, is inbox-scoped, and never changes agent behaviour. See Labels.
No. Both are internal and visible only to your team.
Yes. Use the refresh control on the Booking Info section header to re-pull from your PMS.