` (replacing `` with the code from step 1), so the full message reads `@Conduit connect `, then hit enter to send it.
5. Conduit confirms the connection in the chat and the target appears under **Notification Target** in settings.
If the code expires before you use it, just generate a new one and repeat the steps with the new code.
## Notification Settings
Once a target is connected, choose which automated notifications Conduit sends. These settings only apply to automated notifications, not to your own messages.
* **Autopilot Notifications**: alerts when autopilot sends a reply on your behalf
* **Escalation Notifications**: escalations, proposed replies awaiting approval, and urgent tags
## Test and Manage the Connection
* **Test**: from the **Notification Target** section, click **Test** to send a sample notification to the connected Teams chat or channel and confirm everything is wired up.
* **Disconnect**: click **Disconnect** to stop sending notifications to that target. You can reconnect later by generating a new code.
If a notification fails to send, the target shows an error state in settings along with the latest error message, so you can spot and fix delivery problems quickly.
# Connect Phone and SMS
Source: https://docs.conduit.ai/setting-up-conduit/connect-phone-and-sms
Integrate VoIP services to manage calls, two-way SMS messaging, and VoiceAI all in one place.
## Overview
Conduit integrates VoIP services into your account, enabling teams to manage calls, two-way SMS messaging, and VoiceAI all in one place. By centralizing communication channels, your team can respond quickly, track conversations, review transcripts, and maintain context across platforms.
## Setup Instructions
To connect your phone and SMS service:
1. Navigate to **Settings** > **Channels** > **Phone**
2. Select **Request or port a number** or **Request A2P** if you already have a number in Conduit
3. Complete the Conduit Phone Line Registration form with your information:
* Choose **No** to request a new number
* Choose **Yes** to port an existing number from your current VoIP provider
4. Submit the form; a Conduit team member will contact you with next steps
## Call Groups
Call groups route inbound calls on specific Conduit numbers to selected teammates.
To create a call group:
1. Navigate to **Settings** > **Inbound** > **Call groups**
2. Click **Add call group**
3. Name the group, choose a ringing behavior, add members, and attach phone numbers
4. Click **Create call group**
Ringing behaviors:
* **Simultaneous**: Rings every available member at the same time. The first person to answer takes the call.
* **Longest idle**: Rings the available member who has gone longest without an inbound call attempt.
Members marked away or already on another call are skipped automatically. If nobody answers, all routed members decline, or no member is eligible, Conduit tries the number's fallback phone number if one is set, then sends the caller to voicemail.
A phone number can belong to only one call group. For numbers attached to a call group, call group routing takes priority over VoiceAI routing and call forwarding.
## Audio Settings and Noise Cancellation
Reduce background noise during calls handled in the Conduit web app:
1. Open a call in the Inbox or in-app call widget.
2. Click **Audio settings** in the call controls.
3. Enable either or both noise cancellation options:
* **Microphone noise cancellation**: Remove background noise from your microphone.
* **Incoming noise cancellation**: Reduce background noise from the caller.
The two options work independently. Both are off by default, and your selections are saved in your browser for future web calls.
Noise cancellation runs on the web call in your browser. It does not apply to property noise-sensor alerts, WhatsApp voice messages, or VoiceAI calls.
## Call Transfers
While you are on a live call, you can hand it off to someone else without hanging up. Conduit supports two destinations:
* **Internal transfer** sends the call to a teammate in your workspace.
* **External transfer** sends the call to any phone number (a contact or a number you type in).
Each destination can be done in two ways:
* **Warm transfer**: the caller is placed on hold while Conduit rings your transfer target. Once they answer, you stay on the line with them (the caller still on hold) so you can brief them on the call. When you are ready, you complete the transfer and drop off, leaving the target connected to the caller.
* **Transfer (blind)**: the caller is placed on hold and you drop off immediately. Conduit connects the caller to your target as soon as they answer. There is no chance to brief them first.
### Where the transfer button is
The transfer button lives in the call controls of the in-call window (the call widget) that appears once a call is active and you are on it. It is the **phone-with-a-plus** icon, sitting between the **Hold** and **Audio settings** buttons in the control row, next to **Mute**, the **dialpad**, and **End**.
Click it to open the **Transfer call** panel.
The transfer button only appears on a call you are actively connected to. It is not shown while a call is still ringing or connecting, or on calls you are only observing.
### Transferring the call
On the active call, click the phone-with-a-plus **Transfer call** button in the call controls.
The panel has up to two tabs:
Search for a teammate by name and select them. Teammates who are already on another call are marked **On another call**, so you can avoid handing the caller to someone who is busy. Then choose **Warm transfer** to brief them first, or **Transfer** for an immediate handoff.
The **Team** tab appears for outbound calls you started and for inbound calls on a [call group](#call-groups) (see [How internal transfers work](#how-internal-transfers-work) below).
Search your contacts by name or number, or type any phone number on the dialpad. Then choose **Warm transfer** to brief the destination first, or **Transfer** for an immediate handoff.
For a warm transfer, the caller is held while your target rings (**Ringing…**). When the target answers, you are **Connected** with them and can explain the call. Click **Complete transfer** to drop off and connect them to the caller, or **Cancel** to pull the caller back to you.
For a blind transfer there is nothing more to do, you are disconnected as soon as the transfer starts and the caller is bridged to the target when they answer.
### What the teammate sees (internal transfers)
When you transfer to a teammate, an incoming-transfer prompt appears in their call widget showing who is sending the call and which caller is coming over (for example, *"A teammate wants to transfer this call to you"*). They can **Accept** or **Decline**.
* If the teammate is already on another call, accepting will leave that call, so Conduit asks them to confirm first.
* If the teammate declines, does not answer, or no one is available, a warm transfer returns the caller to you, and a blind transfer falls back to the number's fallback phone number or voicemail.
### How internal transfers work
Internal transfers are available for outbound calls you started and for inbound calls tied to [call groups](#call-groups). For inbound calls, the **Team** tab only shows up when the active call arrived on a number that belongs to a call group:
* A call comes in on a call group number and rings the group members. Whoever answers is on the call.
* That person can transfer the call to **any other teammate** in the workspace from the **Team** tab, not just other members of the same call group.
* If an inbound call did **not** come in through a call group, the **Team** tab is hidden and the transfer panel opens straight to the **Number** tab. You can still transfer externally to any phone number.
External transfers do not require a call group. The **Number** tab is always available on a live call, regardless of how the call was routed.
## Group Messaging
Conduit supports group messaging for conversations including your Conduit phone number.
WhatsApp group chats are not supported in Conduit.
To start a group message, send an outbound text to all intended recipients. Phone numbers must include country codes and be separated by commas.
To assign a name to your group chat, create a new contact with your chosen group name and add the same comma-separated phone numbers.
## Mobile Call Bridge
Mobile Call Bridge allows team members to place outbound calls from their mobile devices using their Conduit workspace phone numbers. Calls appear to recipients as coming from your Conduit business number rather than a personal mobile number.
This feature applies only to mobile devices and does not affect desktop calling behavior.
1. Navigate to **Settings > Connected Channels > Phone**
2. Locate the **Mobile Call Bridge** toggle and enable it.
Once enabled, the feature is automatically applied when outbound calls are initiated from a mobile device. The user may select the number to display to the recipient. No additional configuration is required.
## Supported Call Types
The Mobile Call Bridge works for all outbound calls initiated from:
* The dialpad
* Call transcripts, when returning a call
* The inbox, when placing an outbound call
## Call forwarding
When using a Conduit number for call forwarding, you can control what phone number the receiving party sees when a call is forwarded to them.
### Original Caller ID
The **Original Caller ID** toggle determines which number is displayed to the forwarded destination:
* **Toggled ON**: The original caller's phone number is passed through to the forwarded destination. The recipient sees the number of the person who originally called.
* **Toggled OFF**: The Conduit number is shown to the forwarded destination. The recipient sees your Conduit business number instead.
This setting helps recipients identify whether an incoming call is being forwarded through your Conduit system or is a direct call.
To configure this setting, navigate to **Settings** > **Connected Channels** > **Phone** and locate the **Original Caller ID** toggle under your call forwarding configuration.
## Start of call announcement
The start of call announcement is a message spoken to callers when an inbound call connects, before it rings your team or is forwarded. Use it for greetings or notices such as call recording disclosures.
### Workspace announcement
You need at least one regular Conduit phone number for this setting to appear.
To set the default announcement for every number in your workspace:
1. Navigate to **Settings** > **Channels** > **Phone**
2. Enter your message under **Start of call announcement**
3. Save your changes
### Per-number announcement
You can give an individual number its own greeting, for example a different welcome for a reservations line and a front desk line:
1. Navigate to **Settings** > **Channels** > **Phone**
2. Find the number and expand the **Advanced** section underneath it
3. Enter your message in **Start of call announcement**
4. Save your changes
A per-number announcement replaces the workspace announcement for calls to that number. Leave the field empty to use the workspace announcement.
Per-number announcements apply to regular Conduit phone numbers only. To change how a VoiceAI agent greets callers, edit its welcome message instead. See [Connect VoiceAI / AI Number](/setting-up-conduit/connect-voiceai-ai-number).
## Plain-text messaging
SMS is a plain-text channel. Formatted hyperlinks (e.g. `[text](url)`) and internal URL shortening are not supported and will appear as raw text in the recipient's message.
To share a link, include the full URL directly in your message:
```
Visit us at https://example.com for more information.
```
Most devices and messaging apps automatically render full URLs as clickable links for the recipient.
## Phone FAQ
**What if I confirmed a number port before it appeared in Conduit?**
Once Twilio finishes the port:
1. Go to **Settings** > **Channels** > **Phone**.
2. Click **Refresh numbers**, then **Enable number** beside the ported number.
3. Open **Configure**, connect the number if prompted, then click **Enable SMS** once A2P is approved.
If the number is missing, wait for Twilio to finish the port and refresh again.
**How long does the process take?**
The process takes approximately one week to collect and verify compliance information.
**Will I be able to send SMS?**
SMS is supported in most countries. A Conduit team member will inform you if SMS support is available for your business.
**Is noise cancellation turned on automatically?**
No. Microphone and incoming noise cancellation are off by default. Enable each option separately in **Audio settings**. Your selections are saved in your browser for future web calls.
**Does noise cancellation apply to VoiceAI or WhatsApp voice messages?**
No. Noise cancellation applies only to calls handled in the Conduit web app. It does not affect VoiceAI calls, WhatsApp voice messages, or property noise-sensor alerts.
# Connect PMS
Source: https://docs.conduit.ai/setting-up-conduit/connect-pms
Connect your property management system to Conduit to sync booking data, create contacts, and power AI responses.
## Overview
Conduit operates fully horizontally across industries. For hospitality and property management teams, connecting your Property Management System brings property and booking data into the platform. The system automatically creates contacts from reservations and facilitates communication. Conduit integrates with over 15 different PMS systems to populate listing information.
## Setup Steps
The initial configuration process involves four main steps:
Airbnb can be the workspace's primary PMS or an additional messaging
connection. To use it as your PMS, select Airbnb from **Add PMS** or choose
**Use Airbnb as your PMS** under **Settings > Connections > Airbnb**. See
[Connect Airbnb](/setting-up-conduit/connect-airbnb) for both connection types.
1. Navigate to **Settings > Connections > PMS**
If PMS isn't visible, create a new workspace and select either **Short Term
Rental** or **Long Term Rental** under Advanced settings
2. Select your business's PMS provider
3. Complete the provider's authentication steps. Airbnb uses an authorization
window instead of an account ID and API key.
4. Your listings and PMS-backed content will appear in **Agents > Knowledge** after sync completes.
## Schedule PMS Knowledge Sync
After importing listings, turn on auto-sync to keep their PMS-backed Knowledge
current:
1. Open **Knowledge** from the main sidebar.
2. Click **Sources** at the bottom of the Knowledge sidebar.
3. Open your PMS source.
4. Open the three-dot menu, choose **Set auto-sync**, then select **Daily**,
**Weekly**, **Every 2 weeks**, or **Monthly**.
The schedule applies to the whole PMS integration. It refreshes Knowledge for
listings already imported into Conduit. To find and import a property added to
your PMS later, use **Check for new listings** from the same PMS source menu.
Choosing a schedule does not run a sync immediately. Use **Sync knowledge** for
an immediate refresh, and open **Sync history** to review past and upcoming
syncs. See [Auto-sync Knowledge Sources](/agent-hub/auto-sync) for screenshots,
status meanings, paused-sync recovery, and how to turn auto-sync off.
## Connection Rules
Conduit prevents connection combinations that could create duplicate guest
conversations.
* You can connect multiple PMS accounts when they use the same messaging
setup. PMS providers that deliver guest messages cannot share a workspace
with providers that only supply property and reservation data.
* When you choose another PMS, incompatible providers are disabled. Use a
separate workspace if you need both types.
* If Airbnb is your primary property management connection, you cannot connect
another PMS.
* You can connect Airbnb directly alongside a PMS. If the PMS handles guest
messages, those messages continue through the PMS. If it does not, Conduit
can receive Airbnb messages directly and match them to PMS reservations. See
[Connect Airbnb](/setting-up-conduit/connect-airbnb) for setup instructions.
If your workspace already has both PMS types, you can reconnect an existing
account to refresh its credentials, but you cannot add another PMS until the
conflict is resolved.
## Messaging Support by PMS
Conduit classifies each PMS connection by whether it sends guest messages to
Conduit. This describes the Conduit integration, not every messaging feature the
PMS vendor may offer.
"Non-messaging" does not mean that guest messaging is unsupported in Conduit.
It means messaging is not supported natively through that PMS connection.
Conduit supports messaging for those PMS providers through auxiliary channel
connections, such as direct Airbnb and Expedia connections.
| Connection type | PMS providers | How guest messages reach Conduit |
| - | - | - |
| **Messaging** | Beds24, Guesty, Hospitable, Hostaway, Hostfully, Hostify, Lodgify, OwnerRez, PassTheKeys, Resly, Smily | The PMS sends guest messages to Conduit. Keep OTA messaging routed through the PMS. Connecting the same OTA directly can create duplicate conversations. |
| **Non-messaging** | Apaleo, CiiRUS, Cloudbeds, Escapia, Homhero, Kross Booking, Mews, Opera Cloud, RMS, Streamline, Track | The PMS supplies property and reservation data but does not send guest messages to Conduit natively. Messaging is supported through auxiliary connections, so connect each OTA messaging channel directly to Conduit. |
For example, Cloudbeds syncs Expedia reservations but does not send Expedia
messages to Conduit. To receive those messages in the Conduit inbox, contact
Conduit support to connect the Expedia properties directly. Expedia messaging
uses a shared connection managed by Conduit, so there are no workspace
credentials to enter.
Connecting Expedia messaging to Conduit does not disconnect Expedia from
Cloudbeds. Cloudbeds continues to manage inventory, rates, availability, and
reservation sync. Only Expedia guest messaging is routed directly to Conduit.
Do not keep messaging enabled through both Cloudbeds and Conduit, because the
same conversation could arrive twice.
Airbnb is handled separately from these PMS groups. Follow [Connect
Airbnb](/setting-up-conduit/connect-airbnb) to use Airbnb as your PMS, manage
the primary account, or add direct Airbnb messaging accounts.
## Opera Cloud Connection Instructions
Oracle OPERA Cloud connects through the Oracle Hospitality Integration Platform
(OHIP) and needs five values from the OHIP Developer Portal rather than a single
API key. It has its own page: [Connect Opera Cloud](/setting-up-conduit/connect-pms/opera-cloud).
## Lodgify Connection Instructions
Lodgify connects with a single **API key**. There's no OAuth redirect and no
account ID, paste the key, Conduit pulls in your properties, and you pick which
listings to import.
### Part 1: Get your Lodgify API key
1. Log in to [Lodgify](https://www.lodgify.com) and open the **Menu** in the top right, then click **Settings**.
2. Select **Public API** in the settings menu.
3. Click the copy button next to your API key. That key is your access token, it has both read and write permissions. Keep it private.
If the Public API page doesn't show a key, your plan may not include API
access yet. Request access from that page or contact Lodgify support.
### Part 2: Connect Lodgify in Conduit
In Conduit, go to **Settings > Connections > PMS** and click **Connect PMS**.
![The PMS settings page in Conduit with the Connect PMS button]()
If PMS isn't visible, your workspace needs to be a **Short Term Rental** or
**Hotel** type. Set the industry under the workspace's company settings, or
create a new workspace of that type.
Search for **Lodgify** and click it.
![The Connect PMS provider list filtered to Lodgify]()
Paste the API key you copied from Lodgify into the **API Key** field and click **Connect**.
![The Connect Lodgify dialog with the API Key field]()
Conduit fetches your Lodgify properties and shows how many it found. Click
**Import** to bring them in (or **Skip** to connect without importing yet).
The import runs in the background and can take a few minutes.
Once the sync finishes, your listings and PMS-backed content appear under
**Agents > Knowledge**, and new reservations start creating contacts
automatically.
## Beds24 Connection Instructions
### Part 1: Authentication
1. Open **Settings > Connections > PMS** in Conduit and click the Beds24 logo to reach the authentication screen
2. Select "Select all" on all three checkboxes, then click "Generate Invite Code"
3. Copy the invite code and paste it back on the authentication screen
4. Click "Connect" and wait for the success confirmation message
### Part 2: Messaging Setup
1. In Conduit, open your completed Beds24 connection and copy the **Webhook URL** field
2. Open the Beds24 app and navigate to Settings > Properties > Access
3. In the Booking Webhooks section, select "2 - with personal data" as the webhook version
4. Paste the Conduit Webhook URL into the URL field
5. Leave the Custom Header empty and click "Save"
6. Repeat this process for each property in your Beds24 account
# Connect Opera Cloud
Source: https://docs.conduit.ai/setting-up-conduit/connect-pms/opera-cloud
Connect Oracle OPERA Cloud to Conduit using OHIP credentials so property, reservation, and guest data sync automatically.
## Overview
Conduit connects to Oracle OPERA Cloud through the **Oracle Hospitality Integration Platform (OHIP)**. Unlike most PMS integrations, OPERA Cloud does not use a single API key. You collect five values from the OHIP Developer Portal, paste them into Conduit, and Conduit starts syncing that property.
Every value comes from the Developer Portal except the Hotel ID, which is your OPERA property code.
You connect **one property at a time**. A chain with six hotels means six connections in Conduit, all sharing the same Gateway URL, Client ID, Client Secret, and Enterprise ID, and each with its own Hotel ID.
## What you need
| Field in Conduit | Where it comes from | Example |
| - | - | - |
| **Gateway URL** | Developer Portal, Environments tab | `https://xxx.hospitality-api.us-ashburn-1.ocs.oraclecloud.com` |
| **Hotel ID** | Your OPERA property (resort) code | `SANDPT` |
| **Client ID** | Developer Portal, Environments tab | `a1b2c3d4-...` |
| **Client Secret** | Developer Portal, Environments tab | (secret) |
| **Enterprise ID** | Developer Portal, Environments tab | `ABCD` |
| **App Key** (optional) | Developer Portal, Applications tab | `e4f7a2b1-...` |
## Before you start
The person collecting the credentials needs the **DEVELOPERPORTALACCESS** role on their OPERA Cloud user. Without it, the Oracle Hospitality Developer Portal link will not appear in the OPERA Cloud menu.
If the role is missing, request it through OPERA Cloud Identity Management, or ask whoever administers your OPERA Cloud tenant. See Oracle's [Accessing the OHIP Developer Portal](https://docs.oracle.com/en/industries/hospitality/opera-cloud/23.4/ocsuh/c_getting_started_accessing_the_ohip_developer_portal.htm).
## Part 1: Collect your OHIP credentials
In OPERA Cloud, open the side menu and select **Oracle Hospitality Developer Portal**.
You can also sign in directly using the portal URL from your OHIP welcome email. There are separate portals for UAT and PROD, so make sure you are in the one matching the environment you want to connect. Conduit should normally be pointed at **PROD**.
Click the **Environments** tab at the top of the portal, then click **View Details** on your environment card.
The details panel shows:
* **Gateway URL**, copy it exactly, with no trailing slash and no spaces
* **Client ID** and **Client Secret**
* **Enterprise ID**
* The list of properties approved for integration
If no Client ID and Secret are shown, click **Create Client Credentials** to generate them.
The Gateway URL is an API host, not the address you use to log in to OPERA Cloud. It looks like `https://xxx.hospitality-api..ocs.oraclecloud.com`. If the URL you copied contains `/operacloud/faces/` or `adf.task-flow`, you copied the OPERA Cloud web UI address and the connection will not work.
The Client Secret is only fully visible when it is created. If nobody saved it, generate a new one from the same panel.
Open the **Applications** tab and register a new application for Conduit (or open the existing one if your team already created it).
When creating the application, **subscribe it to all the APIs that appear**. Conduit calls reservations, guest profiles, property configuration, availability, folios, and housekeeping, so a partial subscription will make parts of the integration fail silently.
Once the application is registered, copy its **Application Key**. This is the value you paste into Conduit's **App Key** field.
An application key belongs to one chain. If you operate multiple chains, create one application per chain and use the matching key for each connection.
The Hotel ID is your OPERA property code, the same short code you use to select a property inside OPERA Cloud. It is usually 5 to 6 uppercase characters, for example `SANDPT` or `BLUBAY`.
It is not a number and it is not the hotel's display name. The properties approved for integration are listed in the environment details panel from step 2.
In the environment details panel, check that the property you want to connect appears in the **Properties** list.
Only your team can approve properties for integration. If a hotel is missing from that list, no credentials will make it work until it is added.
## Part 2: Connect Opera Cloud in Conduit
In Conduit, go to **Settings > Connections > PMS** and click **Connect PMS**.
If PMS is not visible, your workspace needs to be a **Short Term Rental** or **Hotel** type. Set the industry in the workspace's company settings, or create a new workspace of that type.
Search for **Opera** and click it.
Paste the values you collected in Part 1:
* **Gateway URL**
* **Hotel ID**
* **Client ID**
* **Client Secret**
* **Enterprise ID**
* **App Key**, optional
Then click **Connect**.
Leave **Username** and **Password** empty. Those fields are only used for the older SSD (Resource Owner) authentication scheme. Almost every OPERA Cloud tenant uses client credentials, which is what the Client ID, Client Secret and Enterprise ID combination above enables.
Conduit calls OPERA Cloud and shows the property it found. Click **Import** to bring it in, or **Skip** to connect without importing yet.
The property becomes a listing in Conduit, carrying its address, timezone, currency, check-in and check-out times, room types, and amenities.
For a second hotel, run through **Connect PMS > Opera** again with the same Gateway URL, Client ID, Client Secret, Enterprise ID, and App Key, changing only the **Hotel ID**.
## What syncs
Conduit imports the property once, then polls OPERA Cloud every few minutes to keep reservations current.
| Data | Notes |
| - | - |
| Property details | Imported when you import the property: name, address, timezone, currency, check-in and check-out times, amenities, room types |
| Reservations | Kept current in a rolling window of roughly 30 days in the past and 180 days ahead |
| Guest profile fields | Names and contact details attached to synced reservations |
Reservations create contacts automatically, so guest conversations land in the inbox already linked to the right booking. Property information appears under **Agents > Knowledge** after the first sync completes.
### Tools available to agents
Connecting Opera Cloud registers a set of tools on the connection. An agent can use them once you assign the connection to that agent, and each tool can be switched off on the connection.
Read-only lookups:
* Check availability for a date range, room type, and rate plan
* Get a reservation
* Get a guest profile, and search guests by name, email, phone, or membership number
* Read stay history and folios
* Read the housekeeping overview
Actions that write back to OPERA:
* Create, update, and cancel a reservation
* Update room status
* Post a routing instruction
The write actions change live PMS data. Try them against a test property, or keep the agent in copilot mode so a person approves each one, before letting an agent run them unattended on a production property.
See [Integrations: capabilities](/setting-up-conduit/integrations/capabilities) for how connections and tools reach an agent.
## Troubleshooting
This is the usual symptom of a credential problem, since Conduit saves what you paste and then immediately tries to read the property.
Check, in this order:
1. The **Gateway URL** is the API host and has no trailing slash, no leading or trailing spaces, and no `/operacloud/faces/` path.
2. The **Hotel ID** matches the property code exactly, including case.
3. The **Enterprise ID** is present. Client credentials authentication fails without it.
4. The **App Key** belongs to the same chain as the environment.
5. The property appears in the **Properties** list in the environment details panel.
Regenerate the Client Secret from **Environments > View Details > Create Client Credentials** and reconnect. A secret that was partially copied, or was rotated in the portal after Conduit was connected, produces the same failure as a wrong one.
Also confirm you are using PROD portal credentials against a PROD environment. UAT credentials will not authenticate against production.
Open the application in the **Applications** tab and confirm it is subscribed to every available API. If your environment uses module level access control, the client also needs access to the OPERA modules behind the data you are missing, such as reservations, profiles, cashiering for folios, and housekeeping.
Conduit syncs a rolling window of roughly 180 days ahead. A reservation past that window arrives once the window slides forward. If you regularly take bookings further out, tell us and we can widen the window for your deployment.
## Reference
* [Accessing the OHIP Developer Portal](https://docs.oracle.com/en/industries/hospitality/opera-cloud/23.4/ocsuh/c_getting_started_accessing_the_ohip_developer_portal.htm)
* [Viewing Environment Details](https://docs.oracle.com/en/industries/hospitality/integration-platform/ohipu/t_viewing_environment_details.htm)
* [Quick Start for Hoteliers](https://docs.oracle.com/en/industries/hospitality/integration-platform/ohipu/t_quick_start_for_hoteliers.htm)
# Connect Slack
Source: https://docs.conduit.ai/setting-up-conduit/connect-slack
Get Conduit notifications and respond to customers from Slack
## Overview
The Slack integration enables users to manage customer communication within their existing Slack workspace. It streamlines communication and simplifies message approval, editing, and response processes.
## Connection Steps
1. Navigate to **Settings > Integrations > Connect Slack account**
2. Select the Slack channel for receiving Conduit messages
3. Configure Settings and Notifications:
* **Customer messages**: Receive alerts when customers send messages
* **Opportunities**: Get notifications about potential opportunities
* **Tasks**: Stay informed about task updates and deadlines
## Sending Messages from Slack
Customer messages funnel into the selected Slack account with options to Approve, Dismiss, or Edit Messages. Users can navigate to conversations in the Conduit inbox by clicking the "Go to Conversation" link.
## Clear the Slack Channel
To declutter a Conduit channel, use the keyboard shortcut `/clear_channel` to remove all messages.
# Connect VoiceAI / AI Number
Source: https://docs.conduit.ai/setting-up-conduit/connect-voiceai-ai-number
Enable businesses to call customers using a custom VoiceAI phone number with AI agent capabilities.
## Overview
Conduit enables businesses to call customers using a custom VoiceAI phone number. The AI agent can send and receive messages through this number.
### Setup Instructions
1. Navigate to **Settings > Channels > Phone**
2. Click Get VoiceAI number
3. Select desired area code and claim a phone number
4. Click Configure and Create agent next to your new number
5. Customize your VoiceAI agent and provide instructions
* Voice provider options: Retell and ElevenLabs (includes community voices and voice cloning)
6. Optional: Route numbers to VoiceAI for agent answering
* Click Configure > Enable Route calls to VoiceAI
* Select the number to route
* VoiceAI can run 24/7 or on a set schedule
## Configure VoiceAI Numbers
Each VoiceAI number has its own customizations and instructions.
**To configure your agent:**
1. Navigate to **Settings > Channels > Phone > Configure > Edit Agent**
* **Agent Name**: Name the agent uses when addressing callers
* **Select a Voice**: Choose voice for agent (with multilanguage support enabled, select voices by customer country code)
* **Interruption Sensitivity**: Adjust how quickly agent pauses to avoid interrupting customers
2. **Welcome Message Configuration**: How AI initially responds
* Add context-based instructions or static message
* Recommendation: Use dynamic greeting for contextual, natural responses
3. **Escalation Settings**: Instructions for transferring calls to humans
* **Static escalations**: Transfer to specific number based on conditions
* **Dynamic escalations**: Context-based routing to different numbers
* **Warm transfer**: Provides conversation context to human agent
## Supported Languages
* English (US, UK, India, Australia, New Zealand)
* Spanish (Spain, Latin America)
* Portuguese (Brazil, Portugal)
* French, German, Italian
* Dutch, Dutch (Belgium)
* Russian, Chinese, Japanese, Korean
* Hindi, Vietnamese, Romanian
* Danish, Finnish, Greek, Indonesian
* Norwegian, Slovak, Swedish
* Bulgarian, Hungarian, Malay
* Catalan, Turkish, Polish
* More coming soon
## Receiving SMS with a bring-your-own Twilio number
If your Voice Agent uses a number from your own Twilio account ("Bring Your Own Twilio"), the following configuration is required for the agent to receive inbound SMS messages.
### 1. Configure the Twilio SMS webhook
In your Twilio console, set the SMS webhook for your number to:
```
https://api.conduit.ai/twilio/messaging
```
This routes inbound SMS to your Conduit Voice Agent.
### 2. Complete A2P 10DLC registration
A2P (Application-to-Person) registration is required in Twilio to prevent carriers from filtering outbound messages. Without it, SMS messages sent from your number may be blocked or silently dropped.
Register your number for A2P 10DLC in the Twilio console under **Messaging > Regulatory Compliance**.
### 3. Enable SMS reception in Twilio account settings
SMS reception must be explicitly enabled within your Twilio account settings. Verify that SMS is enabled for the phone number being used before testing.
All three steps above are required. Missing any one of them — the webhook URL, A2P registration, or SMS reception setting — will prevent the agent from reliably sending or receiving SMS.
## Setting a Schedule for Voice AI
When team members are unavailable, set up VoiceAI to answer calls during off-hours.
**To schedule VoiceAI:**
1. Navigate to **Settings > Channels > Phone > Configure** next to the VoiceAI number, then click **Configure**
2. Enable incoming calls to Route to VoiceAI
* Select the number that should route to this VoiceAI
3. Set a schedule or enable VoiceAI to run 24/7
# Connect WhatsApp
Source: https://docs.conduit.ai/setting-up-conduit/connect-whatsapp
Communicate with customers over WhatsApp in Conduit
## Overview
Conduit integrates with WhatsApp to manage all communications from your WhatsApp Business account directly within your Conduit inbox.
This integration streamlines communication by allowing you to respond to all messages, automate responses, and manage conversations in a unified platform. To use this feature, you must have a WhatsApp Business account.
Conduit offers two main options for integrating WhatsApp:
1. **Connect an Existing Business Account**: If your WhatsApp Business account already has registered phone numbers, Conduit will automatically sync and pull those numbers.
2. **Use a Conduit Number**: If your account does not have any registered numbers, you can generate a new WhatsApp business number through Conduit's Business Phone Number service.
Please refer to Meta's documentation for self-serve setup or fill out their form if you need Conduit's assistance.
## Setup Instructions
1. Navigate to **Settings > WhatsApp** to begin the integration process.
2. Click on **Connect existing business account** and follow the prompts to link your WhatsApp Business account.
3. If your account has existing phone numbers, they will be displayed and you can sync them to Conduit. If you don't have one yet, continue through the connect flow to create and register a new **Conduit number** for WhatsApp — you don't need to set anything up separately in the Meta Business app.
4. **Verification**:
* **Using an Existing Number**: A verification code is sent via WhatsApp to the registered number. Enter this code in Conduit to complete setup.
* **Using a Conduit Number**: Meta verifies the number with a **phone call** that reads out the code. Two things matter here.
**The number has to be a regular (non-AI) number to verify.** A person answers the verification call, so the number can't be running a voice agent at verification time. A freshly created Conduit number is already a regular number, so verify it **first**, then convert it to a voice agent afterward if you want one. If the number is **already a voice agent**, you can convert it back to a regular phone number from the dashboard: go to **Agents**, open the voice agent, select the **…** menu next to the agent name, and choose **Convert to regular number**. This self-serve action requires the **Manage Agents** permission and clears the agent configuration, escalation settings, voice, and SIP trunk data.
**The call rings inside Conduit.** Because a Conduit number is hosted by Conduit (there is no physical handset for it), the verification call comes in on the Conduit dashboard, not a personal phone. To receive it:
1. Turn **off call forwarding** for that number in **Settings > Channels > Phone**. If forwarding is on, the call is routed away before you can answer it.
2. Choose the **Call** verification option and stay on the Conduit dashboard. When the call comes in you'll see an **incoming-call banner with an Answer button** — make sure your browser has microphone permission. Click **Answer** and enter the code.
3. After the number is verified, press **Register** on it. You can then re-enable call forwarding, or convert the number to a voice agent, if you want either.
* Once the number is verified, it will be connected to your Conduit inbox.
If you don't see the incoming-call banner when the verification call arrives, contact support — in-browser call answering may need to be enabled for your workspace first.
5. **Template Sync**: You can sync and manage message templates for automating replies. Once approved, these templates will be available for use in WhatsApp conversations managed via Conduit.
WhatsApp group chats are not supported in Conduit.
## Plain-text messaging
WhatsApp messages sent through Conduit are plain-text only. Formatted hyperlinks (e.g. `[text](url)`) and internal URL shortening are not supported and will appear as raw text to the recipient.
To share a link, include the full URL directly in your message:
```
Visit us at https://example.com for more information.
```
Most devices and messaging apps automatically render full URLs as clickable links for the recipient.
# Calls
Source: https://docs.conduit.ai/setting-up-conduit/connect-whatsapp/calls
Enable and receive inbound WhatsApp voice calls in Conduit through Meta Business settings.
## Overview
WhatsApp Business with Conduit enables users to **receive calls** in the web application. **Making outbound calls is not currently supported.**
Calling is switched off by default on every WhatsApp number, and it is turned on at Meta, not in Conduit. Until it is on, guests who tap the call button see "This business is not accepting calls" and no call reaches Conduit.
## Before you start
Meta only allows calling on numbers with a **messaging limit of 2,000 or higher**. New numbers start at 250, and the calls option stays unavailable until the limit is raised.
To raise the limit, complete **Meta Business Verification** in Meta Business Settings under **Security Center**. Meta can also raise it once you've sent enough high-quality template messages; see [Meta's messaging limits](https://developers.facebook.com/documentation/business-messaging/whatsapp/messaging-limits).
You can see your current limit in WhatsApp Manager under **Account tools > Phone numbers**.
## Meta Business Setup
Start receiving calls by following these steps:
### 1. Go to Meta Business
Visit the Meta Business settings page at business.facebook.com
### 2. Visit "WhatsApp accounts"
Navigate to the WhatsApp accounts section in your Meta Business settings.
### 3. Visit WhatsApp Manager
Locate your WhatsApp Business Account and access WhatsApp Manager.
### 4. Enable Calls
In WhatsApp Manager:
* Go to **Account tools > Phone numbers**
* Click the gear icon next to your number
* Open the **Calls** tab and turn on calling
The call button and your calling hours are set in the same tab.
The calls option only appears once your messaging limit is 2,000 or higher, and the number must already be connected to Conduit.
## Route WhatsApp calls in Conduit
Once calling is on at Meta, WhatsApp calls ring in the Conduit web app through the incoming call banner.
To control who they ring, add your WhatsApp number to a call group in **Settings > Call groups**. WhatsApp calls to that number then ring the group's members.
# WhatsApp templates
Source: https://docs.conduit.ai/setting-up-conduit/connect-whatsapp/templates
Understand template categories and best practices for WhatsApp message templates in Conduit
WhatsApp message templates must be approved by Meta before use. Choosing the correct category ensures better deliverability and accurate pricing.
## Template categories
Meta requires every template to be assigned one of three categories:
Promotions, offers, informational updates, or invitations to engage with your business.
Specific, agreed-upon transactions, account updates, or alerts (e.g., booking confirmations, order status).
One-time passwords (OTPs) used for account verification or multi-factor authentication.
## Category guidelines
### Marketing
Use the **Marketing** category for messages that promote your business, products, or services, including:
* Special offers, discounts, or promotions
* Product announcements or launches
* Newsletters or informational updates
* Invitations to events or surveys
### Utility
Use the **Utility** category for transactional messages sent in response to a user action or an agreed-upon communication, including:
* Booking or reservation confirmations
* Order or delivery status updates
* Account activity alerts (e.g., payment received, subscription renewal)
* Appointment reminders
### Authentication
Use the **Authentication** category exclusively for sending one-time passwords or verification codes to users who have explicitly requested them, such as:
* Login verification codes
* Password reset OTPs
* Two-factor authentication codes
## Best practices
* **Choose the right category.** Meta may re-categorize templates that do not match the intended use. Mismatched templates may be rejected or charged at a higher rate.
* **Avoid marketing framing in transactional templates.** If a template is purely transactional (e.g., a booking confirmation), do not include promotional language. Transactional templates (Utility) typically have lower costs and higher deliverability than Marketing templates.
* **Templates require Meta approval.** New templates are reviewed by Meta before they can be used. Approval times vary. Plan ahead when introducing new templates.
* **Keep content compliant.** Templates must comply with [WhatsApp's Business Messaging Policy](https://whatsappbusiness.com/policy/). Content that violates this policy will be rejected.
## Managing templates in Conduit
Your templates are listed in **Settings > Channels > WhatsApp > Templates**. Select **Sync** to pull in changes made at Meta.
* If you see a **Create** button, use it to submit a new template to Meta. Templates created in Conduit are always submitted as **Utility**. If you need a Marketing or Authentication template, contact Conduit support.
* If there is no **Create** button, your number is connected directly to Meta. Create and edit templates in WhatsApp Manager, then select **Sync**.
## Messaging guests first
You can start a WhatsApp conversation without waiting for the guest to write in, as long as you send an approved template. Send one from the inbox message box, or from a workflow step to send it automatically (for example, a pre-arrival message a few days before check-in).
* **24-hour window.** After a guest messages you, you can reply freely for 24 hours. Outside that window, only templates can be sent.
* **Daily limit.** Meta caps how many new conversations you can start per rolling 24 hours. New numbers start at 250, and the limit rises after Meta Business Verification. See [Meta's messaging limits](https://developers.facebook.com/documentation/business-messaging/whatsapp/messaging-limits).
Only templates with **Approved** status in Meta's template manager are available for sending. Templates pending review or rejected by Meta cannot be used until resolved.
# Connect Widget
Source: https://docs.conduit.ai/setting-up-conduit/connect-widget
Enable real-time communication with website visitors through an embeddable chat interface.
## Overview
Widgets allow Conduit to communicate with visitors on your website in real-time, with all messages flowing directly into the Conduit inbox.
This customizable chat interface can be embedded on any webpage to provide immediate support, answer inquiries, and capture leads without leaving the Conduit platform.
## Workflow
When site visitors engage with the widget, conversations are routed directly to your inbox's connected channels section. The system supports:
* **Real-Time Conversations**: Direct interaction between visitors and support team members
* **Automated Messaging**: Set up greetings or responses for initial inquiries and after-hours situations
* **Inbox Integration**: Widget conversations seamlessly integrate with Conduit's inbox, allowing agents to respond like any other customer inquiry
* **Conversation History**: Once the chat ends, the conversation remains in your Conduit inbox for future reference and follow-up
## Setup Instructions
### 1. Configure Widget Settings
Navigate to **Settings > Widget** in Conduit to:
* Customize the header and greeting message
* Set the assistant name
* Modify post-form messaging (e.g., "We'll get back to you as soon as possible!")
### 2. Add the Widget to Your Website
* Copy the code snippet from Widget Settings
* Paste it into the `` tag of your webpage
### 3. Add Trusted Domains (Optional)
Restrict widget appearance by listing your company's domains in the Trusted Domains section.
Once deployed, the widget goes live on your website, providing visitors direct access to your support team.
# Contact Inbox vs Ticket Inbox
Source: https://docs.conduit.ai/setting-up-conduit/contact-vs-ticket-inbox
Understand the difference between contact-based and ticket-based inboxes, and choose the right model for your team.
## Overview
Conduit supports two common inbox models:
* **Contact-based inbox**: one ongoing thread per person (or guest)
* **Ticket-based inbox**: one separate issue record per request
Both can work well. The best choice depends on whether your team primarily manages **relationships** or **individual tasks**.
## Contact-based inbox
A contact-based inbox keeps communication centered on the person. Messages from the same contact are grouped into an ongoing conversation, even when the topic changes over time.
### How it behaves
* New messages from a contact continue the same thread
* Context stays in one place (history, preferences, prior resolutions)
* Agents and teammates reply in a continuous conversation flow
* Follow-up questions are naturally handled in the same thread
### Best for
* Hospitality and property operations
* Guest communication across the full stay lifecycle
* Teams that want full relationship context before replying
## Ticket-based inbox
A ticket-based inbox treats each request as a separate work item. One contact can have multiple open tickets at the same time, each with its own status and lifecycle.
### How it behaves
* Every new issue creates (or is assigned to) a distinct ticket
* Each ticket has clear ownership, status, and resolution tracking
* Work can be routed by issue type or priority
* Reporting focuses on queue performance (SLA, time to resolution, backlog)
### Best for
* IT and internal support desks
* Product or technical support teams
* Operations with strict SLA and queue management requirements
## Side-by-side comparison
| Area | Contact-based inbox | Ticket-based inbox |
| - | - | - |
| Primary unit of work | Person/conversation | Issue/ticket |
| Thread model | Persistent, relationship-first thread | Separate thread per problem |
| Context | Rich contact history in one view | Detailed issue history per ticket |
| Ownership | Often shared by relationship owner/team | Explicit assignee per ticket |
| Reporting focus | Contact outcomes, response quality | SLA, backlog, resolution metrics |
| Works best when | You need continuity with the same people | You need strict process per issue |
## Practical examples
### Example 1: Hospitality guest messaging (contact-based)
A guest asks about check-in, then later requests early checkout, then asks for parking help. In a contact-based inbox, your team keeps one continuous thread and sees the full context instantly.
### Example 2: Internal IT support (ticket-based)
An employee reports a VPN problem, a laptop battery issue, and a password reset request. In a ticket-based inbox, each issue is tracked separately, assigned to the right specialist, and measured against SLA targets.
## Pros and tradeoffs
### Contact-based inbox
**Pros**
* Strong relationship continuity
* Faster replies with full context visible
* Cleaner experience for teams handling repeat interactions
**Tradeoffs**
* Harder to measure separate issues in the same conversation
* Complex multi-issue threads can become noisy
### Ticket-based inbox
**Pros**
* Clear ownership and accountability per issue
* Better queue prioritization and SLA reporting
* Easier to manage high-volume support operations
**Tradeoffs**
* Context can fragment across multiple tickets
* Agents may need to jump between tickets for one person
## Which should you choose?
Use a **contact-based inbox** when your team’s success depends on relationship continuity and conversational context.
Use a **ticket-based inbox** when your team’s success depends on issue-level accountability, queue management, and SLA performance.
## Change your inbox model
A workspace Admin can enable or disable Ticket Inbox under **Settings → General → Ticket Inbox**.
This setting applies to the entire workspace and takes effect immediately for
every user. When Ticket Inbox is disabled, anyone viewing it is redirected to
Contact Inbox. Coordinate the change with your team, especially during active
support shifts.
Disabling Ticket Inbox does not delete existing ticket records. They become accessible again when Ticket Inbox is re-enabled.
If your operation has both needs, many teams run a hybrid approach:
* Contact-based inbox for guest/customer conversations
* Ticket workflows for complex or technical escalations
That gives your front-line team a relationship-first experience while preserving strict operational tracking for issue resolution.
# Custom Fields
Source: https://docs.conduit.ai/setting-up-conduit/custom-fields
Add tailored attributes to contact types for better organization and display of relevant information in the inbox sidebar.
## Overview
Custom Fields enable users to add tailored attributes to contact types, facilitating better organization and display of relevant information in the inbox sidebar. Whether tracking deal statuses or identifying assigned support representatives, these fields streamline communication and provide essential context for conversations.
By defining attributes in Conduit, users can customize the sidebar layout, ensuring critical information remains prominently accessible.
## Setup
Setting up Custom Fields involves straightforward steps:
### Navigate to Custom Fields Settings
* Go to **Settings** > **Workspace** > **Custom Fields** from your sidebar
### Add a Section
Sections group related custom fields together, so they stay organized and easy to scan.
* Click **Add section**
* Give the section a descriptive **Name** (e.g., "Deal Info" or "Support Details")
* Click **Create section** to save it
### Add a Field
Once you have a section, add custom fields to it.
* Click **Add field** within the section
* Choose a field type and provide a descriptive **Name** reflecting its purpose (e.g., "Deal Stage" or "Assigned Support Rep")
* Click **Create field** to save it
Available field types include:
* **Text** - for custom notes or URLs
* **Number** - for quantitative values like ratings
* **Checkbox** - for yes/no answers
* **Date** - for tracking specific dates or follow-ups
* **Phone Number** - for adding contact numbers
* **Member** - to assign workspace members
* **Select/Multi-Select** - for dropdown options
### Customize the Sidebar
Once attributes are created:
* Navigate to the **Customize Sidebar** section
* Drag and drop attributes to arrange them
* Add them to specific sections like **At a Glance** or **Details**
* Save changes to reflect updates in the inbox sidebar immediately
## Workflow
### Automatically Populate Fields
Many fields are automatically filled when syncing contacts from integrated channels like WhatsApp, Email, or Text.
### Manual Updates
Directly update fields from the contact's sidebar by clicking on the attribute and entering information (e.g., phone numbers, deal statuses).
### Use Cases for Custom Fields
* Track lead status with "Deal Stage" attribute
* Assign and display Customer Support Rep for conversation visibility
* Monitor key contact dates like "Last Contacted Date" for timely follow-ups
* Flag specific contacts with checkboxes for VIP customers or urgent inquiries
Custom Fields enable tailored Conduit experiences that ensure all relevant information remains readily accessible and current.
# Connect iMessage
Source: https://docs.conduit.ai/setting-up-conduit/imessage-pricing
Connect your Linq or Sendblue numbers to send and receive iMessage and SMS in Conduit.
## Overview
iMessage is a communication channel in Conduit. Connect iMessage-enabled numbers through **Linq** or **Sendblue** so incoming messages appear in your unified inbox and your AI agents and team can reply from Conduit.
You can bring your own provider account or ask Conduit to provision a number for you.
## Connection options
| Option | What you provide | Cost through Conduit |
| - | - | - |
| Connect your own Linq account | A Linq partner API token and at least one registered number | Your Linq service remains under your existing provider account |
| Connect your own Sendblue account | A Sendblue API key ID, API secret key, and at least one number | Your Sendblue service remains under your existing provider account |
| Conduit-provisioned number | Contact Conduit to request a number | **$300 per month per number, paid annually ($3,600 per year)** |
The Conduit-provisioned option is a passthrough fee and requires annual payment. To request a number, contact [support@conduit.ai](mailto:support@conduit.ai).
## Connect your own Linq numbers
Before you begin, make sure you have permission to manage connections in Conduit and have your **Linq partner API token** ready. Your Linq account must already contain the numbers you want to use.
1. In Conduit, go to **Settings > Connections**.
2. Click **Add connection**, then select **Linq**.
3. Enter your **Partner API token** and click **Continue**.
4. Select the Linq numbers you want Conduit to manage.
5. Click **Connect**.
Conduit validates the token, loads the registered numbers from your Linq account, and configures message delivery for the numbers you select.
## Connect your own Sendblue numbers
Before you begin, make sure you have permission to manage connections in Conduit and copy your **API key ID** and **API secret key** from your Sendblue dashboard. Your Sendblue account must already contain the numbers you want to use.
1. In Conduit, go to **Settings > Connections**.
2. Click **Add connection**, then select **Sendblue**.
3. Enter your **API key ID** and **API secret key**, then click **Continue**.
4. Select the Sendblue numbers you want Conduit to manage.
5. Click **Connect**.
Conduit validates the credentials, loads the numbers from your Sendblue account, and configures message delivery for the numbers you select.
Provider credentials are encrypted and used to connect your account, manage
message delivery, and send messages on your behalf.
## After connecting
Send a test message to one of your connected numbers and confirm that the conversation appears in the Conduit inbox. Then reply from Conduit to verify outbound delivery.
Set up [inbox routing rules](/setting-up-conduit/inbox-routing) if messages for different numbers should go to different inboxes or AI agents.
## Troubleshooting
* **No numbers appear:** Confirm that the number is active in the Linq or Sendblue account associated with the credentials you entered.
* **Credentials are rejected:** Generate or copy the provider credentials again, then reconnect the account.
* **Messages do not arrive:** Confirm the connection is active in **Settings > Connections**, then contact [support@conduit.ai](mailto:support@conduit.ai) if delivery still fails.
# Inbox Contacts
Source: https://docs.conduit.ai/setting-up-conduit/inbox-contacts
Consolidate and organize your inboxes with Conduit
## Overview
Each inbox in Conduit centers around a specific contact type. By establishing dedicated inboxes, teams can tailor tools and workflows to match unique contact type requirements.
This organizational approach promotes:
* Efficient communication management
* Streamlined response workflows
* Controlled team member access to relevant conversations
### Adding Inboxes
To create additional inboxes:
1. Navigate to Settings > Inboxes
2. Select "+ Add Inbox" from the existing inboxes list
3. Complete setup by defining the contact type and default settings
## Inbox Settings
Customize each inbox to match specific contact type needs and configure relevant inbox settings.
## Navigating the Inbox
The Inbox acts as the mouth of the body, communicating with your customers and team. It ensures every conversation is responded to and every request is handled.
## Filter and Sort By
The right sidebar enables filtering responses by status, escalation level, and contact type. Adjacent sorting controls allow ascending or descending order organization.
**Message Status Categories:**
1. **Todo** - Pending messages requiring attention
2. **Follow up** - Messages for later response or handling
3. **Done** - Responded messages; moves back to Todo when contact replies
## Delete Inbox
Inboxes no longer in use can be removed from the General tab. Note: this action is irreversible.
## Troubleshooting
### Team members can't see conversations in an inbox
Team members only see conversations for inboxes where they are explicitly added as members. If someone reports missing conversations, verify they are a member of the relevant inbox.
To add members to an inbox:
1. Go to **Settings > Inboxes**
2. Select the inbox by name
3. Open the **Members** tab
4. Add the team member(s) who need access
Once added, members will see conversations in that inbox immediately.
# Inbox Routing
Source: https://docs.conduit.ai/setting-up-conduit/inbox-routing
Automatically route incoming messages and calls to the right inbox
## What is inbox routing?
When a new contact reaches out via SMS, WhatsApp, email, voice, or any other channel, Conduit needs to know which inbox to put them in. Inbox routing lets you set rules that automatically assign contacts to a specific inbox based on the channel they came from.
Without routing rules, new contacts land in the **Unmapped** inbox, where your team would need to manually move them to the correct inbox.
## How it works
1. A new message or call comes in from a channel (e.g., an SMS to your Twilio number)
2. Conduit checks if there's a routing rule for that channel
3. **If a rule matches**, the contact is automatically placed in the target inbox
4. **If no rule matches**, the contact stays in the Unmapped inbox
Routing only applies to **new, unmapped contacts**. If a contact is already assigned to an inbox (from a reservation, manual assignment, etc.), routing rules won't change their inbox.
## Supported channels
You can create routing rules for any connected channel:
| Channel | Routed by |
| - | - |
| SMS | Phone number |
| WhatsApp | Phone number |
| Email | Email address or account |
| Voice | Phone number |
| Messenger | Facebook page |
| Instagram | Instagram account |
| Helpdesk | Third-party connection |
| Slack | Slack channel |
| Widget | Chat widget |
## Setting up a routing rule
Navigate to **Settings > Inbox Routing** in your workspace.
Click the **Add rule** button to create a new routing rule.
Choose the channel you want to route from the dropdown. Only channels that don't already have a routing rule will appear.
Choose which inbox contacts from this channel should be routed to.
Save the rule. It takes effect immediately for new incoming contacts.
When you create a rule for a phone number, Conduit automatically applies the rule to all channel types on that number (SMS, voice, WhatsApp). You don't need to create separate rules for each.
## Editing and deleting rules
* To **edit** a rule, click the edit button on the rule and change the target inbox. The channel itself can't be changed after creation.
* To **delete** a rule, click the delete button. Contacts already routed by that rule stay in their current inbox.
## The Unmapped inbox
The Unmapped inbox is a catch-all for contacts that don't match any routing rule. You can:
* View and manage unmapped contacts like any other inbox
* Manually move contacts to the correct inbox
* Create routing rules to prevent contacts from landing here in the future
## Routing and workflows
**Routing rules run before workflow triggers.** When a message or call comes in, Conduit routes the contact to the correct inbox first, then evaluates workflow triggers. This means your workflow triggers should target the **routed inbox**, not the Unmapped inbox.
For example, if you have a routing rule that sends voice calls to the "Customer" inbox, a "Call completed" workflow trigger should be configured for the "Customer" inbox.
# Tools & Capabilities
Source: https://docs.conduit.ai/setting-up-conduit/integrations/capabilities
Give your AI agent the ability to take actions, from booking appointments to updating records.
## Overview
Capabilities are the tools and actions your AI agent can execute during conversations and workflows. While [context integrations](/setting-up-conduit/integrations/context) give your agent knowledge, capabilities let it actually do things: book appointments, update CRM records, send notifications, trigger workflows, and more.
## Tool Types
V3 tools can come from several places:
| Tool type | What it does |
| - | - |
| **Built-in tools** | Native Conduit capabilities available to specific agents. |
| **Connection tools** | Actions exposed by connected apps and integrations. |
| **Custom tools** | Python or JavaScript tools your team writes in Conduit. |
| **MCP tools** | Tools exposed by an MCP server you connect. |
| **Workflow tools** | AI-triggered workflows that can be called as a capability when configured. |
## Managing Tool Access
Use two levels of access:
1. Open **Agents > Tools** to manage workspace defaults for connection tools and custom tools.
2. Open an individual agent and select **Tools** to configure that agent's overrides, built-in tools, connection tools, custom tools, and MCP tools.
Learn how to manage workspace defaults, per-agent access, custom tools, MCP tools, and Operator tool access.
## Marketplace Apps
Marketplace apps extend what your AI agents and workflows can do without custom development.
### Categories include:
Create contacts, update deals, log activities, and sync records with your CRM.
Look up orders, process returns, check inventory, and manage customer accounts.
Create tasks, update tickets, assign work, and sync project status.
Send emails, SMS, and notifications through additional platforms.
Push data to analytics platforms, update spreadsheets, and sync records.
Book meetings, check availability, and manage calendar events.
### Connecting Marketplace Tools
1. Open **Agents > Marketplace**
2. Browse categories or search for a specific tool
3. Select the tool and follow the authentication prompts
4. Review the connection and tool access before enabling it for agents
Marketplace tools can be used by AI agents during conversations when the agent has access and determines the tool is relevant. They can also be used as workflow steps when supported.
## Workflow Actions
[Workflows](/workflows/getting-started) extend your AI agent's capabilities with automated sequences of actions triggered by events. Workflow action nodes can:
| Action Category | Examples |
| - | - |
| **Messaging** | Send SMS, email, WhatsApp messages, or Slack notifications |
| **AI** | Run AI prompts, inject an AI agent into a conversation, generate responses |
| **Workspace** | Assign conversations, attach labels, update contact fields |
| **Controls** | Add delays, branch on conditions, wait for events |
| **HTTP** | Send webhooks to external systems |
| **Business Tools** | Create or update records in connected CRM and business platforms |
Learn how to build automated workflows with triggers, actions, and conditional logic.
## Custom Tools
For workflows and processes specific to your business, you can build custom tools that your AI agent can use during conversations.
Custom tools let you define:
* **When** the tool should be used (trigger conditions)
* **What** data to collect from the conversation
* **What action** to perform (API call, record update, notification, etc.)
Custom tools can be enabled as workspace defaults and overridden per agent, giving you fine-grained control over which agents have access to which capabilities.
## Credit Usage
Some tool actions consume credits. Lightweight actions (like updating a contact field) use fewer or no credits, while advanced actions (like AI message generation or voice calls) use more.
For detailed credit costs per action, see [Workflow Usage](/workflows/workflow-usage).
# Communication Channels
Source: https://docs.conduit.ai/setting-up-conduit/integrations/channels
All the communication channels your AI agent can use to interact with contacts.
## Overview
Conduit supports communication channels across text, voice, email, and social messaging, all funneling into a single unified inbox. Your AI agent can send and receive messages across every connected channel, and contacts see a single continuous conversation regardless of which channel they use.
Each channel needs to be connected before your AI agent can use it. Some channels (like phone and WhatsApp) require verification steps. See the dedicated setup guides below.
## Phone & SMS
Connect business phone numbers for two-way SMS, outbound and inbound calling, and group messaging. Numbers can be new (provisioned by Conduit) or ported from an existing VoIP provider.
Key features:
* Two-way SMS messaging
* Inbound and outbound voice calls
* Call groups for routing inbound calls to selected teammates
* Group messaging with multiple recipients
* Mobile Call Bridge (place calls from mobile using your business number)
Request or port a number, configure SMS, set up call groups, and enable Mobile Call Bridge.
## iMessage
Connect iMessage-enabled numbers from your Linq or Sendblue account so your AI agents and team can send and receive iMessage and SMS from the Conduit inbox. If you do not have a provider account, Conduit can provision a number for **$300 per month, paid annually ($3,600 per year)**.
Connect your own Linq or Sendblue numbers, or request a Conduit-provisioned number.
## VoiceAI
Dedicated AI-powered phone numbers where an AI agent answers calls, handles conversations, and escalates to humans when needed. Supports custom voices, multilingual conversations, scheduled availability, and warm transfers.
Key features:
* AI agent answers calls with configurable voice and personality
* Warm transfer with conversation context to human agents
* Scheduled availability (24/7 or business hours only)
* Route existing phone numbers to VoiceAI for after-hours coverage
Claim a VoiceAI number, configure your agent's voice and behavior, and set up call routing.
## Email
Connect your company domain email addresses to send and receive emails through Conduit. Supports Google Workspace, Microsoft 365, and any email provider that supports forwarding.
Key features:
* Send from your company email addresses (e.g., [support@yourcompany.com](mailto:support@yourcompany.com))
* DKIM and return path authentication for deliverability
* Up to 20 email addresses per domain
* Automatic reply-from matching (replies come from the address the contact originally emailed)
* Alternate email address management
Set up email forwarding, DNS records, and alternate addresses.
## WhatsApp Business
Connect your WhatsApp Business account to manage all WhatsApp conversations in Conduit. Supports both text messaging and incoming voice calls.
Key features:
* Full WhatsApp Business API integration
* Message template management and sync
* Incoming WhatsApp voice calls (via Meta Business setup)
* Use existing numbers or provision new ones through Conduit
Connect your WhatsApp Business account and configure messaging templates.
## Facebook Messenger
Connect your Facebook Business page to manage Messenger conversations in Conduit. Messages from your Facebook page flow directly into the unified inbox.
**Setup**: Navigate to **Settings > Channels > Messenger** and connect your Facebook page.
## Instagram DMs
Connect your Instagram Business or Creator account to manage Instagram direct messages in Conduit.
**Setup**: Navigate to **Settings > Channels > Instagram** and connect your Instagram account.
Facebook Messenger and Instagram connections require a Meta Business account. Both channels use Meta's Business API for message delivery.
## Chat Widget
An embeddable chat interface for your website. Visitors can start conversations that flow directly into your Conduit inbox, with full AI agent support.
Key features:
* Customizable header, greeting, and assistant name
* Real-time conversations with AI or human agents
* Trusted domain restrictions
* Conversation history preserved in inbox
Configure your widget appearance and embed it on your website.
## Booking Platform Messaging
For teams using property management or booking systems, Conduit receives messages from connected booking platforms as a dedicated channel. Messages appear in the inbox alongside all other channels.
This channel is activated automatically when you [connect a PMS](/setting-up-conduit/connect-pms).
## Slack
Connect Slack for team notifications and message management. Approve, dismiss, or edit AI-generated responses directly from Slack without opening Conduit.
Key features:
* Customer message alerts in your chosen Slack channel
* Approve, edit, or dismiss AI responses from Slack
* Navigate to full conversation context with one click
* Channel cleanup with `/clear_channel`
Connect your Slack workspace and configure notification preferences.
## Helpdesk Connectors
Connect third-party helpdesk systems to route their tickets and messages into Conduit. This allows your AI agent to handle helpdesk conversations alongside other channels.
**Setup**: Navigate to **Settings > Channels** or **Settings > Connections** to connect your helpdesk system.
## CRM Messaging
Connect CRM systems to receive and respond to messages routed through your CRM platform.
**Setup**: Navigate to **Settings > Channels** or **Settings > Connections** to configure your CRM messaging integration.
***
## Channel Routing
When a new contact reaches out on any channel, [inbox routing rules](/setting-up-conduit/inbox-routing) determine which inbox they land in. Without routing rules, contacts go to the Unmapped inbox.
Set up routing rules for every connected channel to ensure contacts land in the right inbox automatically. This also ensures the correct AI agent handles each conversation.
# Knowledge & Context Integrations
Source: https://docs.conduit.ai/setting-up-conduit/integrations/context
Connect data sources and documents so your AI agent has the context it needs to respond accurately.
## Overview
Context integrations give your AI agent access to data, documents, and business systems. The more relevant context your agent has, the fewer escalations it needs to make and the higher your automation rate climbs.
Context sources fall into three categories: **business system integrations** that sync structured data automatically, **document integrations** that import files and pages, and **direct imports** for one-off uploads.
## Business System Integrations
### Property Management Systems
For hospitality and property management teams, connecting a PMS brings property data, reservation details, amenities, pricing, and check-in instructions into Conduit. The system automatically creates contacts from reservations and keeps data synced.
Conduit integrates with 15+ PMS providers through a unified connection layer.
Key features:
* Automatic listing and reservation data sync
* Knowledge generated from property details
* Contact creation from incoming reservations
* Periodic re-sync to keep information current
Connect your PMS and start syncing property data.
PMS-synced Knowledge is managed by the sync process. Edits you make directly
to synced content can be overwritten on the next sync. To add or override
information, [create a manual Knowledge
page](/setting-up-conduit/pms-knowledge) instead.
### CRM Platforms
Connect your CRM to sync contact records, deal stages, and account history. Your AI agent can reference CRM data when responding to contacts and update records through workflow actions.
**Setup**: Open **Agents > Marketplace** or **Settings > Connections**, then select your CRM provider.
### E-commerce Platforms
Connect e-commerce platforms to give your AI agent access to order data, product catalogs, and customer purchase history. This enables the agent to answer order status questions, process returns, and handle product inquiries.
**Setup**: Open **Agents > Marketplace** or **Settings > Connections**, then select your e-commerce provider.
### Booking Platforms
Connect online travel agency (OTA) and booking platforms to receive messages and reservation data directly in Conduit.
**Setup**: Open **Settings > Connections** or the relevant channel setup page, then select your booking platform.
## Document Integrations
### Google Drive
Connect Google Drive to import documents, spreadsheets, and files into your AI's Knowledge Base. Imported content becomes searchable Knowledge.
**Setup**:
1. Open **Agents > Marketplace** or **Settings > Connections**
2. Select Google Drive and authorize access
3. Import the files or folders into **Agents > Knowledge**
### Notion
Connect Notion to import pages and databases into your AI's Knowledge Base. Content from Notion pages becomes searchable Knowledge that your agent can reference in conversations.
**Setup**:
1. Open **Agents > Marketplace** or **Settings > Connections**
2. Select Notion and authorize access
3. Import the pages into **Agents > Knowledge**
Both Google Drive and Notion integrations support scheduled syncing, so your
AI's knowledge stays up to date as documents change.
## Direct Imports
You can also import knowledge directly without an integration:
| Source | How to Import |
| - | - |
| **PDFs** | Upload from **Agents > Knowledge > Document** |
| **CSVs** | Upload from **Agents > Knowledge > Document** |
| **Web Pages** | Add from **Agents > Knowledge > Link** |
| **Hosted Documents** | Link to publicly accessible documents |
### Import Process
1. Open **Agents > Knowledge**
2. Click the add button and choose **Link** or **Document**
3. Choose the folder where the source belongs
4. Start the import and wait for the source to sync
Imported content becomes searchable Knowledge that your AI agent can retrieve
when answering questions. Keep pages and source folders focused on clear
topics for the best retrieval accuracy. See [Knowledge writing
principles](/agent-hub/what-goes-where/knowledge) for guidance.
## How Context Powers Your AI
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 context sources are, the more confidently your AI agent can respond without escalating to a human. For details on how the AI engine processes information, see [Inside the AI Engine](/overview/inside-the-ai-engine).
# Integrations
Source: https://docs.conduit.ai/setting-up-conduit/integrations/index
Connect external platforms, channels, and tools to give your AI agent the context and capabilities it needs.
## Overview
Conduit integrates with a wide range of platforms to power your AI agents. Integrations fall into three categories: **Channels** for communication, **Context** for knowledge and data, and **Capabilities** for tools and actions.
Communication channels your AI agent uses to send and receive messages, emails, and calls.
Knowledge and data sources that give your AI the information it needs to respond accurately.
Tools and actions your AI can execute, from booking appointments to updating CRMs.
## Integration Guides
Give Operator access to HOPR rooms, tasks, inventory, messages, and task
creation.
## Channels
Channels are the communication surfaces where your AI agent interacts with contacts. Conduit supports channels across text, voice, email, and social messaging.
| Category | Channels |
| - | - |
| **Phone & SMS** | Business phone numbers, VoiceAI numbers, SMS, call groups, group messaging |
| **iMessage** | Linq and Sendblue numbers, including customer-owned and Conduit-provisioned numbers |
| **Email** | Company domain email (Gmail, Outlook, any provider) with DKIM authentication |
| **Messaging Apps** | WhatsApp Business, Facebook Messenger, Instagram DMs |
| **Live Chat** | Embeddable website chat widget |
| **Booking Platforms** | Direct messaging from connected booking platforms |
| **Team Collaboration** | Slack (approve, edit, and respond to messages from Slack) |
| **Helpdesk** | Third-party helpdesk system connectors |
Each channel funnels into your unified inbox, where your AI agent handles conversations alongside your team.
Already have channels connected? Jump to [Context integrations](/setting-up-conduit/integrations/context) to give your AI the knowledge it needs, or [Capabilities](/setting-up-conduit/integrations/capabilities) to let it take actions.
## Context
Context integrations give your AI agent access to the data and documents it needs to answer questions accurately. The more relevant context your agent has, the higher your automation rate.
| Source Type | What It Provides |
| - | - |
| **Property Management Systems** | Listings, reservations, check-in details, amenities, and pricing (auto-synced) |
| **Documents** | Google Drive files, Notion pages, PDFs, CSVs, and web pages |
| **CRM Data** | Contact records, deal stages, and account history |
| **Knowledge Base** | Factual pages, folders, documents, links, and synced sources |
## Capabilities
Capabilities are the tools and actions your AI agent can execute during conversations or workflows.
| Capability Type | Examples |
| - | - |
| **Built-in Tools** | Calendar booking, availability checks, internet search |
| **Workflow Actions** | Send messages, update contacts, trigger notifications, run AI prompts |
| **CRM & Business Tools** | Create and update records in connected CRM and business platforms |
| **Custom Tools** | Build your own tools with custom logic for your specific workflows |
| **Marketplace Apps** | Install app and tool integrations across categories like CRM, e-commerce, project management, and more |
Marketplace apps are available under **Agents > Marketplace**. Browse categories or search for specific tools to extend what your AI agent can do.
## Setting Up Integrations
Most integrations are configured in **Agents > Marketplace**, **Settings > Connections**, or **Settings > Channels**, depending on the type.
For detailed setup guides:
* [HOPR by RoomChecking](/setting-up-conduit/integrations/hopr-roomchecking) covers credentials, setup, available tools, and Operator access
* [Channels](/setting-up-conduit/integrations/channels) covers all communication channel setup
* [Context](/setting-up-conduit/integrations/context) covers knowledge and data source connections
* [Capabilities](/setting-up-conduit/integrations/capabilities) covers tools and action configuration
# Manage spam
Source: https://docs.conduit.ai/setting-up-conduit/manage-spam
Keep unwanted email addresses and phone numbers out of your Conduit inbox.
## Add a phone number to spam
Mark an unwanted caller as spam to keep conversations from that number out of your Conduit inbox.
1. Go to **Settings** > **Spam**.
2. In the **Phone** section, select **Add phone rule**.
3. Enter the full phone number, including the country code (for example, `+14155552671`).
4. Optionally add a display name to help your team recognize the rule.
5. Select **Create rule**.
A phone spam rule suppresses the caller in Conduit, but it does not currently reject the call at the phone provider. Depending on your phone routing setup, a call can still reach Voice AI, a forwarded number, or a call group.
## Add an email address to spam
Email spam rules keep matching conversations out of the inbox, prevent AI responses, and prevent matching contacts from being merged.
1. Go to **Settings** > **Spam**.
2. In the **Email** section, select **Add email rule**.
3. Enter the sender's email address and, if needed, choose a matching condition.
4. Optionally add a display name.
5. Select **Create rule**.
## Remove a spam rule
1. Go to **Settings** > **Spam**.
2. Open the actions menu beside the rule.
3. Select **Delete**, then confirm.
Future conversations from that sender can appear in your inbox again.
# Mobile app
Source: https://docs.conduit.ai/setting-up-conduit/mobile
Push notifications and phone calls in the Conduit mobile app
![Clean Shot 2026 06 30 At 13 45 12@2x]()
The Conduit mobile app puts your inbox, the Operator, and phone calls on your iPhone or Android device. It uses the same account and settings as the web app, so most things carry over once you sign in.
## Download the app
Get Conduit Mobile from the App Store.
Get Conduit Mobile from Google Play.
## Push notifications
![Sheet]()
Push notifications alert you on your phone when something needs your attention, even when the app is closed.
### Turn them on
When you first sign in, the app asks permission to send push notifications. You can change this any time:
1. Open the app and go to the **Profile** tab.
2. Toggle **Push notifications** on or off
If you denied the permission earlier, the toggle sends you to your phone's system settings to turn it on.
Your mobile notifications mirror what you've already set on the web. Whatever notification types you have enabled under **Settings → Notifications** on web are exactly what you'll be notified about on your phone. There's no separate per-type setup in the app.
### Mute a specific workspace
If you belong to more than one workspace, you can silence individual ones without turning everything off:
1. In the **Profile** tab, tap the **Notifications on for X workspaces** row (it shows how many of your workspaces have notifications on).
2. In the list that opens, toggle any workspace off to stop its notifications (push, in-app, and calls) everywhere. This is the same per-workspace setting as **Settings → Notifications** on web, so muting here mutes it on the web too.
## Phone calls
![Call]()
You can place and receive Conduit phone calls directly from the app.
### To receive calls, you must be in a call group
For calls to ring your phone through the app, your user has to be a member of a **call group**. If you're not in one, calls won't reach your device, even with the app installed and notifications on.
You add yourself (or get added) to a call group on the web:
1. On web, go to **Settings → Connected Channels → Phone**, then open **Call groups**.
2. Open the relevant call group and add your user as a member.
Once you're in a call group, calls routed to that group ring your phone in the app. Keep push notifications on, since that's how an incoming call reaches the app when it's backgrounded or closed.
### Transferring a call
While on a call, tap **Transfer** to hand it off to a teammate or another phone number. You'll be asked to pick between two kinds of transfer:
Puts the caller on hold and rings the person you're transferring to. When they pick up, you're talking with them privately — the caller still hears hold music. Brief them on the call, then tap **Complete** to bridge them together and drop yourself off. If they don't answer or you change your mind, tap **Cancel transfer** and the caller comes back to you.
Hands the caller off immediately and ends the call on your end. If the target doesn't pick up, the caller flows to the fallback number on that Twilio line, or to voicemail if none is set. Use this when you don't need to talk to the person you're transferring to first.
# Notifications
Source: https://docs.conduit.ai/setting-up-conduit/notifications
Stay updated on important events and messages without needing to monitor the platform constantly.
## Overview
Notifications in Conduit allow you to stay updated on important events and messages without needing to monitor the platform constantly.
The system enables email-based alerts tailored to user priorities, ensuring critical updates aren't missed while allowing customization of what triggers notifications.
## Setup Instructions
To configure notifications, users should:
1. Access **Settings** > **Notifications**
2. Enable the notification feature
3. Select which activities trigger alerts (connected channel activity, specific inbox messages, billing updates)
## Configuring notifications for specific phone numbers
Each user can independently configure which phone numbers they receive notifications for. These settings are personal and must be configured by each user individually — changes made by one user do not affect other users' notification preferences.
To set up phone number notifications:
1. Navigate to **Settings** > **Notifications**.
2. Scroll down to the **Phone Numbers** section.
3. Select the specific phone numbers you want to receive notifications for.
Each user must configure these settings individually. Notification preferences are not shared across accounts.
## Ringer settings
By default, Conduit plays a ringer alert for incoming phone calls. You can silence these alerts at any time.
To disable phone call ringer notifications:
1. Navigate to **Settings** > **Notifications**.
2. Uncheck **Phone call notifications**.
Once unchecked, you will no longer hear ringer alerts for incoming calls.
## Inbox-level ringer and notifications
Inbox membership directly controls which call ringers and notifications you receive. If you are not a member of a specific inbox, you will not receive ringer alerts or notifications for calls coming from customers within that inbox.
This means that adding or removing yourself from an inbox is another way to control which rings you hear — without changing your global notification settings.
**To add or remove yourself from an inbox:**
1. Navigate to **Settings** > **Inboxes**.
2. Select the inbox you want to update.
3. Add or remove yourself as a member.
Use inbox membership to fine-tune which call notifications you receive. If you're hearing rings from calls that aren't relevant to you, check whether you're a member of the corresponding inbox and remove yourself if needed.
## Spam management
Use spam rules to keep unwanted email addresses and phone numbers out of your Conduit inbox. See [Manage spam](/setting-up-conduit/manage-spam) for setup instructions and current phone-call limitations.
# Managing PMS Knowledge
Source: https://docs.conduit.ai/setting-up-conduit/pms-knowledge
How to add custom Knowledge without fighting PMS-synced listing content.
When you connect a Property Management System, Conduit syncs property and reservation data into the workspace. Some listing content is source-backed by the PMS, so understanding what the PMS owns helps you avoid duplicates and lost edits.
## How PMS Knowledge Works
Once your PMS is connected, Conduit periodically syncs data such as listing descriptions, amenities, check-in instructions, and reservation context. PMS-backed content may appear in Knowledge as source-backed listing content.
PMS-synced content is managed by the sync process. Direct edits to PMS-backed content can be overwritten the next time the PMS syncs.
## Creating New Knowledge for PMS Listings
To add custom knowledge that will not be overwritten by PMS syncs, create a new manual Knowledge page instead of editing the PMS-backed content directly.
Go to **Agents > Knowledge**, then find or create the folder for the relevant listing or listing group.
Click the add button and choose **Page**.
Add your custom information following the [Knowledge writing principles](/agent-hub/what-goes-where/knowledge). Keep each page focused on one topic.
Apply listing or entity scope when your workspace exposes those controls, so the page only applies where it should.
Manual pages persist across PMS syncs because they are separate from the PMS-managed source.
## Editing PMS Knowledge
There are two common kinds of listing Knowledge:
1. **PMS-synced content** — Automatically created and updated by the PMS sync. This is managed by the integration.
2. **Manual pages** — Content your team creates directly in Knowledge. These pages are under your control.
Do not edit PMS-synced content directly unless you are intentionally changing a manual copy. If you need to override or supplement PMS information, create a separate manual page.
### How to Override PMS Information
If PMS-synced data is incorrect or incomplete, create a manual page with the corrected information and scope it to the affected listing. The AI will retrieve the most relevant Knowledge for the conversation.
## Avoiding Duplicates
Duplicate Knowledge can appear when PMS-synced content and a manual page cover the same topic, such as two amenity descriptions or two Wi-Fi instructions. This can also happen when the same topic exists globally and at the listing level.
To resolve duplicates:
1. Identify which content is PMS-synced and which content is manual.
2. Remove manual content that duplicates PMS-synced content, or keep the manual page only if it intentionally overrides the PMS source.
3. If you see both global and listing-level content for the same topic, keep the scope that matches the real policy.
To prevent duplicates from reappearing, create manual pages for distinct corrections or additions instead of recreating content the PMS already syncs.
## Best Practices
* **Avoid direct edits to PMS-synced content** when the PMS is the source of truth.
* **Create manual pages** to add or override information.
* **Use clear page titles** so manual content does not look like a duplicate of synced content.
* **Review Knowledge periodically** after PMS changes, migration work, or listing updates.
# Set up your workspace
Source: https://docs.conduit.ai/setting-up-conduit/set-up-your-workspace
Create workspaces, invite team members, and manage roles to organize your team's customer communication.
## Overview
Conduit employs workspaces to organize team collaboration while keeping operations structured. These spaces enable separate accounts for different clients or departments while preserving real-time teamwork capabilities. For example, businesses managing multiple brands can maintain distinct workspaces without requiring separate accounts.
## General Setting
Setup involves three core actions:
1. **Create a Workspace** - Upon account creation, Conduit automatically generates an initial workspace serving as the central hub for company messaging and customer interactions.
2. **Add Members** - Navigate to Settings > Members > + Add, select the member's role, and proceed.
3. **Switch Between Workspaces** - Click the workspace name in the top left corner, hover over it, then select your desired workspace or create a new one.
## Managing Member Roles
Two primary roles exist:
* **Admin**: Full access to settings, user management, billing, and workspace configuration with authority to invite, promote, or demote members.
* **Member**: Limited access restricted to day-to-day functions like customer interaction and conversation management; cannot access billing or administrative features.
### Inviting Members
1. Go to Settings > Members
2. Click the Add button
3. Enter the member's email address
4. Select Admin or Member role
5. Click Send Invite
New members receive an email with joining instructions. Members can switch between multiple workspaces via the app's navigation menu.
### Managing Current Members
In Settings > Members, administrators see active members and pending invites. The three-dot menu beside each name allows role editing or member removal.
Member details like names cannot be edited directly from the member list. Each member can update their own profile by clicking the button in the bottom left of the dashboard, then selecting **Profile Settings** > **Update Profile**.
## Member Invitations
Invited members receive email prompts to create accounts and join workspaces. Check spam folders if emails don't appear immediately. Administrators retain full flexibility to manage permissions and roles across multiple workspaces.
# Single Sign-On (SSO) & Directory Sync
Source: https://docs.conduit.ai/setting-up-conduit/sso
Connect your identity provider to Conduit for centralized authentication (SAML/OIDC) and automated user provisioning (SCIM).
## Overview
Conduit supports enterprise Single Sign-On (SSO) so your team can log in with their existing corporate credentials. Instead of managing separate Conduit passwords, members authenticate through your identity provider (IdP), giving you centralized control over who can access your workspace.
SSO is available on enterprise plans. Contact [support@conduit.ai](mailto:support@conduit.ai) to enable it for your organization.
## Supported Protocols
| Protocol | Description |
| - | - |
| **SAML 2.0** | Industry-standard protocol supported by most enterprise IdPs |
| **OIDC** | OpenID Connect for IdPs that support OAuth 2.0-based authentication |
| **SCIM 2.0** | Automated user provisioning and deprovisioning via Directory Sync |
## Supported Identity Providers
Conduit works with any SAML 2.0 or OIDC-compliant identity provider, including:
* **Okta**
* **Microsoft Entra ID** (formerly Azure AD)
* **Google Workspace**
* **OneLogin**
* **JumpCloud**
* **PingFederate**
* **Custom SAML/OIDC providers**
## Setting Up SSO
### Prerequisites
* An enterprise Conduit plan
* Admin access to both Conduit and your identity provider
* Your IdP's SAML metadata URL or OIDC discovery endpoint
### Step 1: Contact Conduit
Reach out to your account manager or email [support@conduit.ai](mailto:support@conduit.ai) to request SSO enablement for your workspace. We'll provision the SSO connection and provide you with:
* **ACS URL** (Assertion Consumer Service) for SAML
* **Entity ID** / **Audience URI**
* **Redirect URI** for OIDC
### Step 2: Configure Your Identity Provider
Using the details from Step 1, create a new application in your IdP:
1. In Okta Admin, go to **Applications** > **Create App Integration**
2. Select **SAML 2.0**
3. Enter the ACS URL and Entity ID provided by Conduit
4. Set **Name ID format** to `EmailAddress`
5. Map the user's email as the primary attribute
6. Assign users or groups who should have access
1. In Azure Portal, go to **Enterprise Applications** > **New Application**
2. Select **Create your own application** > **Non-gallery**
3. Under **Single sign-on**, select **SAML**
4. Enter the ACS URL as the **Reply URL** and Entity ID as the **Identifier**
5. Set **Name ID format** to `EmailAddress`
6. Assign users or groups
1. In Google Admin, go to **Apps** > **Web and mobile apps** > **Add custom SAML app**
2. Enter the ACS URL and Entity ID
3. Set **Name ID format** to `EMAIL`
4. Map `Primary email` to `email`
5. Enable for the relevant organizational units
### Step 3: Share IdP Metadata
Send your IdP's SAML metadata URL (or XML file) back to Conduit support. For OIDC, provide your discovery endpoint and client credentials. We'll complete the connection on our end.
### Step 4: Test the Connection
Once configured, test the SSO flow:
1. Open an incognito/private browser window
2. Navigate to your Conduit workspace login
3. Select **Sign in with SSO**
4. Authenticate through your IdP
5. Verify you land in the correct workspace with the expected role
## How SSO Authentication Works
Once SSO is enabled for your workspace:
1. **Member visits Conduit** and selects SSO login
2. **Conduit redirects** to your identity provider
3. **Member authenticates** with their corporate credentials (and MFA if configured)
4. **IdP sends assertion** back to Conduit confirming the member's identity
5. **Conduit grants access** based on the authenticated email matching a workspace member
## Directory Sync (SCIM)
Directory Sync automates user provisioning and deprovisioning through the SCIM 2.0 protocol. When you add or remove someone in your identity provider, the change automatically propagates to Conduit.
### Supported Providers for Directory Sync
| Provider | Provisioning | Deprovisioning | Attribute Sync |
| - | :-: | :-: | :-: |
| **Okta** | Yes | Yes | Yes |
| **Microsoft Entra ID** | Yes | Yes | Yes |
Directory Sync requires an existing SAML or OIDC enterprise SSO connection. Set up SSO first, then enable Directory Sync on top of it.
### What Gets Synced
When Directory Sync is active, the following user lifecycle events are handled automatically:
* **User created in IdP** — a corresponding Conduit account is provisioned and the member is added to the workspace
* **User updated in IdP** — changes to name or email propagate to Conduit automatically
* **User removed or disabled in IdP** — the member is deactivated in Conduit and all active sessions are revoked immediately
### Synced Attributes
| Attribute | Description |
| - | - |
| Email address | Primary identifier, used to match workspace membership |
| First name | Synced from IdP profile |
| Last name | Synced from IdP profile |
| Enabled/disabled status | Controls whether the user can access Conduit |
### Setting Up Directory Sync
#### Step 1: Enable Directory Sync
Contact [support@conduit.ai](mailto:support@conduit.ai) to enable Directory Sync on your existing SSO connection. We'll provide you with:
* **SCIM Base URL** — the endpoint your IdP will push changes to
* **Bearer Token** — the authentication token for SCIM requests
#### Step 2: Configure Your Identity Provider
1. In Okta Admin, go to your Conduit application
2. Open the **Provisioning** tab and click **Configure API Integration**
3. Enter the **SCIM Base URL** and **Bearer Token** provided by Conduit
4. Test the connection
5. Under **To App**, enable: **Create Users**, **Update User Attributes**, **Deactivate Users**
6. Set the unique identifier to `userName`
7. Assign users or groups to provision
1. In Azure Portal, go to your Conduit enterprise application
2. Navigate to **Provisioning** > **Get started**
3. Set **Provisioning Mode** to **Automatic**
4. Enter the **SCIM Base URL** as the **Tenant URL** and **Bearer Token** as the **Secret Token**
5. Click **Test Connection** to verify
6. Review the default attribute mappings (email, first name, last name)
7. Set the provisioning scope and start provisioning
#### Step 3: Verify
After configuration, test the sync:
1. Assign a test user to the Conduit application in your IdP
2. Wait for the provisioning cycle (or trigger a manual sync)
3. Verify the user appears in **Settings** > **Members** in Conduit
4. Unassign the test user from the IdP
5. Verify the user is deactivated in Conduit
### Current Limitations
* **Group sync** is not yet supported. Users are provisioned individually, not by group membership.
* **Custom attribute mapping** is not available. Only the standard attributes listed above are synced.
* **Role mapping** is not synced from IdP. Roles (Admin, Member) are still managed within Conduit.
* Synced attributes are read-only in Conduit. Changes must be made in the IdP.
## Member Management with SSO
### Without Directory Sync
If you're using SSO without Directory Sync, members must still be invited manually:
1. Go to **Settings** > **Members**
2. Click **Add** and enter the member's corporate email
3. Assign their role (Admin or Member)
4. When they log in via SSO, they'll automatically join the workspace
To revoke access without Directory Sync:
* **Remove from Conduit**: Go to **Settings** > **Members** and remove the user
* **Remove from IdP**: Unassign the user from the Conduit application in your IdP
Without Directory Sync, removing a user from your IdP prevents future logins but does not automatically remove them from the Conduit workspace. Remove them from both places to fully revoke access.
### With Directory Sync
When Directory Sync is enabled, user lifecycle is managed from your IdP:
* **Adding members**: Assign the user in your IdP, they're automatically provisioned in Conduit
* **Removing members**: Unassign or disable the user in your IdP, they're automatically deactivated in Conduit with sessions revoked
### Role Mapping
Roles (Admin, Member) are managed within Conduit, not synced from your IdP. After a user is provisioned or authenticates via SSO, their Conduit role determines what they can access.
## Enforcing SSO
Once SSO is configured and tested, you can request SSO enforcement for your workspace. When enforced:
* All members must authenticate through your IdP
* Email/password login is disabled for the workspace
* Social login (Google, GitHub) is disabled for the workspace
Contact [support@conduit.ai](mailto:support@conduit.ai) to enable SSO enforcement.
We recommend testing SSO with a few members before enforcing it workspace-wide. Keep at least one admin with backup access during the transition.
## Frequently Asked Questions
Yes. If your organization has multiple Conduit workspaces, SSO can be configured for each one. Members authenticate once through your IdP and can access any workspace they've been invited to.
MFA is handled by your identity provider. If your IdP requires MFA, members will complete the MFA challenge during SSO login. Conduit respects whatever authentication policies your IdP enforces.
If your IdP is unreachable, members won't be able to log in via SSO. Contact Conduit support to temporarily enable backup authentication methods during an IdP outage.
Yes. Conduit supports automated user provisioning and deprovisioning via SCIM 2.0 (Directory Sync). Currently supported with Okta and Microsoft Entra ID. See the Directory Sync section above for setup instructions.
Yes. SSO connections can be scoped to specific email domains, ensuring only members with matching corporate email addresses can authenticate.
# A Lens in the AI's Brain
Source: https://docs.conduit.ai/using-the-inbox/a-lens-in-the-ais-brain
Inspect the reasoning, sources, and actions behind every AI-generated message directly in the conversation thread.
Conduit provides explainability for every AI-generated message. You can observe the agent's reasoning process, source materials, and next steps without leaving the conversation thread.
## Message Types
Four message types appear in the system:
1. **Sent message** - The AI had high confidence and sent the reply automatically (only on autopilot)
2. **Proposed reply (Co-Pilot)** - The AI drafted a response for your approval
3. **Held reply** - The AI drafted a response and did not send it, because someone had already replied to the contact. The card says who: a teammate, a workflow, or a reply sent outside Conduit (in your PMS or on the OTA). This happens on autopilot too, and does not mean autopilot is switched off.
4. **Urgent message** - Escalated based on predefined conversation tags
## Inspecting AI Thinking
### AI Reflection
Press `i` to view how the AI analyzed conversation context and formulated its response plan.
### Sources
Expand to see referenced documents, knowledge base entries, and data points. You can edit sources directly from this view.
## Acting from the Inbox
### Teach (Command + K)
Create or edit Knowledge entries and establish or modify Guardrails (policies/rules). Updates immediately improve future replies.
### Draft (Command + J)
Generate draft replies in the composer for both proposed responses and escalations where a starting point helps.
## Testing the AI
After taking action (teaching or editing sources), verify learning through:
* **Regenerate the message** - For unsent Proposed replies or AI Missing Info messages
* **Recreate in Sandbox** - For sent messages or exact scenario simulation
## Calls
A centralized view displays inbound and outbound calls handled by team members or AI, with full transcripts and AI-generated conversation summaries available per call.
# Inbox Zero Philosophy
Source: https://docs.conduit.ai/using-the-inbox/inbox-zero-philosophy
Manage your inbox with an actionable task-based approach inspired by Superhuman to reduce distractions and boost productivity.
The inbox management approach in Conduit is inspired by Superhuman and emphasizes removing distractions and converting your inbox into an actionable task list. The core objective centers on achieving "Inbox Zero" - maintaining a Todo count of zero.
## Key Benefits
* Reduces team workload
* Enables focused message handling without distractions
* Prioritizes meaningful tasks
* Boosts overall productivity
* Supports important analytics tracking
* Maintains organized inbox structure
## Workflow Features
### Mark Done (E key shortcut)
Completed conversations move to the Done tab for searchability. If contacts respond, conversations automatically return to Todo status.
### Follow-Up/Snooze (Z key shortcut)
Users can set reminders for later action. This feature suits scenarios requiring investigation time - technical issues, scheduling, payment confirmations. Conversations transfer from the Follow-Up tab back to Todo when the timer expires.
### Notes & Mentions
Team members add notes via the conversation panel's "Add a note" option. Typing `@` followed by a name mentions specific team members, triggering notifications. The Mentions sidebar provides complete mention history.
### Filters
Organize inboxes by categories, conversation tags, and escalation status.
### Custom Views
Saved filter configurations shareable across team accounts.
## Conversation-Level Actions
| Action | Shortcut | Description |
| - | - | - |
| Reply | R | Multi-channel response capability (Email, Text, WhatsApp, Widget) |
| Assign | A | Direct team member assignment with notifications |
| Follow-up | Z | Message-level reminders |
| Mark Done | E | Task completion |
| Translate | - | Multi-language support (11+ languages) |
## At a Glance
The sidebar panel provides a contact information overview, open task summaries, and call history.
## Recreate in Sandbox
This feature allows you to simulate conversations and teach the AI within the inbox environment.
# V3 Migration Overview
Source: https://docs.conduit.ai/v3-migration
Everything you need to know about upgrading to Conduit V3
## Why V3?
V3 rebuilds the Conduit agent harness for long-running agentic capabilities. Your agents become significantly more powerful:
* **Unlimited tool access.** Agents can use any number of tools depending on what MCPs you connect and what custom tools you build. They can do more things than ever before.
* **Skills replace procedures.** Skills are a more powerful version of procedures. They can reference tools, other skills, and knowledge base content. They navigate all the context in your system in ways procedures couldn't.
* **Operator.** A new AI-powered layer that helps you manage your knowledge base and agent behavior. Operator can write skills and knowledge articles with better context and detail, audit your knowledge base for conflicts, suggest improvements, handle escalations, and ask clarifying questions when something is unclear. Operator also generates downloadable PDF reports (with charts), CSV exports, and answers questions directly from your data.
* **Customer agents.** Contact-facing agents with configurable guardrails and behavior, triggered by an inbox type. This is how all your current agents work today.
* **Internal agents.** Internal-facing agents that handle operational work behind the scenes, triggered by specific channels you configure or by Operator. Internal agents run out of the guest's view, so your team can act on data without interrupting conversations. Slack is live; Teams, Phone, Email, and WhatsApp are coming soon.
* **Smarter escalation handling.** Cluster escalations together and resolve them in bulk to improve your automation rates.
* **Redesigned knowledge base.** A new folder structure that's easier to manage. The Operator is the best way to distill your knowledge and edit it going forward.
* **Inbox flexibility.** Choose between the contact-based inbox (what you use today) or the new ticket-based inbox where each reservation or conversation creates a separate ticket.
The backend, channels, and integrations remain the same. The biggest change is the UI and the new capabilities layered on top.
![Skills editor in V3]()
**Skills** replace procedures with multi-step, tool-aware logic.
![Operator chat with analytics]()
**Operator** surfaces insights and manages your knowledge base.
![Escalation detail view]()
**Escalations** surface root causes with proposed fixes.
![Agent setup complete]()
**New agents** go live in minutes with a guided setup flow.
***
## Agent types in V3
V3 introduces two agent kinds: external and internal.
| Type | Faces | Triggered by | What it does |
| - | - | - | - |
| **External** | Contacts | An inbox type | Handles inbound guest conversations with configurable guardrails and replies |
| **Internal** | Your team and systems | Channels you configure, or Operator | Handles operational work out of the guest's view |
Every existing agent migrates as an **external** agent. There is no behavior change to your current agents. Internal agents are a new capability introduced in V3.
### Internal agent channels
Internal agents connect to channels so your team can trigger them or receive their output directly in the tools you already use.
| Channel | Status |
| - | - |
| Slack | Live |
| Microsoft Teams | Coming soon |
| Phone | Coming soon |
| Email | Coming soon |
| WhatsApp | Coming soon |
### What Operator can generate
Operator is the in-app AI copilot, and you can reach it in Slack today. Beyond editing agent behavior and knowledge, it can produce structured outputs on demand.
Operator generates downloadable PDF reports with charts built from your workspace data. Ask Operator to summarize escalation trends, automation rates, or conversation volume over any time range, and it produces a report you can share with your team.
Operator can export tabular data as CSV files. Use this to pull contact lists, conversation summaries, or any other structured dataset out of Conduit for use in external tools.
Ask Operator a plain-language question about your data and it answers directly. It can also triage open escalations, surface root causes, suggest fixes, and help you resolve issues in bulk.
***
## Migration FAQ
### Is there downtime?
There is **zero downtime**. Here's how it works:
1. We migrate your knowledge base to the new V3 structure while your agents continue running on the existing knowledge base.
2. Once all knowledge is migrated, double-checked, and confirmed clean, we flip the agent to use the new knowledge base.
3. Your agents are live and responding throughout the entire process.
### Will I lose any of my existing configuration?
No. All existing configuration is pulled over:
| What you have today | What happens in V3 |
| - | - |
| **Guardrails** | Migrated verbatim, no changes |
| **Listing-level content** (from PMS) | Migrated verbatim, no changes |
| **Procedures** | Rewritten into the new Skills format to take advantage of V3 capabilities |
| **Global and inbox-level KB content** | Migrated programmatically into the new folder structure |
Your content stays intact. The structure is reorganized to be easier to manage, and procedures are upgraded to skills, but nothing is lost.
### Do my integrations carry over? (Slack, PMS, channels, etc.)
Yes. **You don't need to reconnect anything.** The backend for channels, integrations, and your inbox remains the same. V3 is primarily a UI and agent capability upgrade, not an infrastructure change.
### Is there any additional cost for V3?
**No additional cost to upgrade.** V3 is included in your current plan.
Some new V3 features consume credits:
* **Operator** uses LLM calls and accesses a purpose-built database, so Operator interactions consume credits. This includes generating PDF reports and CSV exports.
* **API and MCP access** will be charged accordingly when used.
**All new V3 features will be free for one month after our launch in May.** After that, detailed pricing for these features will be shared. Your core agent functionality and existing capabilities are not affected.
### When do I need to migrate? Is there a deadline?
Conduit V2 retires on **October 31, 2026**. Migrate before then to choose when your workspace switches. After October 31, we'll migrate remaining V2 workspaces automatically.
### What do I need to prepare?
Not much. Share the V3 preview link and the walkthrough video above with your team so they know where the main workflows live in the new interface.
That's it. No exports, no documentation, no access grants needed on your end.
### What if something goes wrong? Who do I contact?
Your escalation options:
* **Support channel:** Reach out through the regular support channel for fastest routing.
* **Slack:** If you have a shared Slack channel with us, that's even faster.
* **Your FDE:** Your dedicated Forward Deployment Engineer is the person who onboarded you. They're your point of contact throughout the migration and after.
If you're not currently on our deployment program, reach out to **[support@conduit.ai](mailto:support@conduit.ai)** and we'll assign someone to your account.
# AI Agent Injections
Source: https://docs.conduit.ai/workflows/ai-agent-injections
Create an AI-powered agent to collect information or perform an action
## Overview
Agent Injection enables users to construct custom AI agents within workflows that function as team members in conversations, powered by Conduit's AI infrastructure.
**Key capability:** Works with both text and VoiceAI channels.
### Use Cases
The node supports three primary scenarios:
* Guide users through multi-step processes
* Collect missing information from contacts
* Execute repeated follow-ups until objectives are achieved
Users maintain full control over agent tone, logic, and follow-through behaviors.
## Implementation Steps
Navigate to your workspace, create a trigger, then select **Add Action** > **Agent Injection** (or **Agent Injection Phone** for voice).
Assign a recognizable name (example: "Carl from Conduit") to establish agent personality.
Define behavioral guidelines with a concise prompt such as: "You are Alex, a friendly customer support representative."
Choose one of two modes:
* **Action**: Persuade users toward specific outcomes (appointment confirmations, form uploads)
* **Information**: Extract particular data points (delivery ETAs)
* Write detailed instructions covering tone, constraints, and fallback protocols
* Set follow-up frequency and intervals for retry attempts
Configure initial outreach by selecting:
* Communication channel (Email, SMS, WhatsApp)
* Sender identity
* Subject line (email only)
* Message body with optional dynamic variables (e.g., `{{contact.first_name}}`)
Once deployed, the AI manages subsequent replies until task completion or follow-up limits are reached.
**Important Note:** Agent Injection works across multiple inboxes with format-adaptive behavior adjustments.
# Create a Workflow
Source: https://docs.conduit.ai/workflows/create-a-workflow
Build your first automation using the workflow builder
## Overview
You can build from scratch or use a template to speed things up. Each workflow runs step-by-step, executing the logic you define with dynamic inputs along the way.
## Workflow
### 1. Choose a Starting Point
* Start from a blank canvas for full customization
* Or select from templates to get a head start on common use cases
### 2. Add a Trigger
* On a blank workflow, click **Add a trigger** to open the trigger picker. Choose a trigger before adding actions or logic blocks.
* Every workflow begins with a trigger (e.g. "New contact" or "Conversation tag added")
* This determines when the workflow starts and what data is passed into it
### 3. Add Actions and Logic Blocks
* Hover over your trigger and click the plus icon to add blocks from the action library
* You can:
* Send a reply
* Assign a teammate
* Add a delay
* Inject AI
* Notify someone via Slack or email
* Choose **Controls > Add branch** to create different paths
* Choose **Controls > Add filter** to continue only when its rules match
Conditions are configured inside a branch or filter; there is no separate condition item in the action picker. Search for **branch** or **filter** to find these steps.
### 4. Set Inputs and Variables
* Configure each block in the right-hand panel
* Use variables like `{{contact.first_name}}` or `{{created_date}}` to personalize messages or logic based on the data from the trigger
#### Internal variables and custom fields
Workflows can reference all internal variables — such as contact properties, reservation data, and system values — as well as any custom fields you've defined. All of these are available by name in the variable picker.
#### Listing and reservation custom fields
If you have a PMS connected, any custom fields on a listing or reservation are pulled in automatically and become available to workflows. You can also reference custom fields you track yourself without a PMS — just type the field name when prompted.
To reference a custom field, use the variable picker's **Custom Field...** option under Listing or Reservation and enter the name exactly as it appears on the reservation sidebar. The lookup is an exact match, so `Cost Center` and `cost_center` are different fields.
### 5. Publish Your Workflow
* Once it's set up, click **Publish** to activate it
* You can pause or update a workflow anytime
### 6. Run the Workflow
* **Automatically**, based on the trigger
* **Manually**, using a "manual run" trigger block
## Last message channel
The **last message channel** option sends a message to the most recent channel used for communication with a contact — whether that communication was inbound (received from the contact) or outbound (sent to the contact).
When a workflow step is configured to use the last message channel, the workspace resolves the target channel by inspecting the full message history for the contact and selecting the channel of the most recently recorded interaction.
If no message history exists for the contact — neither sent nor received — the workflow step will fail. The last message channel cannot be resolved without at least one prior interaction on record.
**Key semantics:**
* **Inbound and outbound messages both qualify.** The most recent interaction determines the channel, regardless of direction.
* **Channel resolution is per-contact.** Each contact's message history is evaluated independently within the workspace.
* **No fallback channel.** If the contact has no message history, the step does not fall back to a default channel — it fails.
## Plain-text channels (SMS and WhatsApp)
When sending messages via SMS or WhatsApp workflows, these channels are plain-text only. Formatted hyperlinks (e.g. `[text](url)`) and internal URL shortening are not supported — they will appear as raw text to the recipient.
To share a link in an SMS or WhatsApp action, include the full URL in the message body:
```
Visit us at https://example.com for more information.
```
Most devices and messaging apps automatically render full URLs as clickable links for the recipient.
## Notes & Tips
**Variables** update dynamically based on the specific message or contact in each run.
**Deleting or reordering blocks:** Select a block or path and hit backspace to remove; drag connections to rewire logic.
**Permissions:** Some workflows require access to inboxes or integrations like Slack — you'll be prompted if needed.
# Getting Started
Source: https://docs.conduit.ai/workflows/getting-started
Learn what workflows are, how they work, and how to build visual automations in Conduit.
## Overview
Workflows enable users to build customized automations that save time, maintain consistency, and scale operations. Whether routing messages to appropriate team members, sending automated replies, or integrating AI into key processes, workflows provide control over support flow.
## What are workflows?
Workflows are visual automations you can create directly in Conduit. Each one runs based on a trigger — like a new contact or conversation tag — and follows a sequence of actions.
**Use cases:**
* Escalate or reassign conversations based on topic or urgency
* Send follow-up messages or notifications after a delay
* Inject an AI Agent into customer conversations
* Automatically sync tasks to Slack, email, or other systems
## Automate your conversational flows
### Building Blocks
The event that starts the workflow:
* A new contact created
* A conversation tag added
* An AI tool call
The steps your workflow takes after triggering:
* Send a templated reply
* Reassign a conversation
* Notify a teammate
* Wait for a delay
* Inject AI
After choosing a trigger, click the **+** below it and find **Controls** in the action panel:
* **Add branch** routes the workflow down different paths.
* **Add filter** only continues the workflow when its rules match.
Conditions are rules configured inside these steps, not a separate item in the action picker. Search for **branch** or **filter**, not **condition**.
Example rules:
* "If the customer signed up today..."
* "If the tag is 'billing issue'..."
Dynamic values for messages or logic:
* `{{contact.first_name}}`
* `{{created_date}}`
## Actions
When you build out workflows, actions can follow triggers or other actions.
Send Slack, SMS, Email messages to team or external customers
Actions using AI to process incoming calls or messages and retrieve information
Assigns team members tasks or updates contact information
Time-based delays, branches, or filters for task execution
**Action examples:**
* Send a templated reply
* Reassign a conversation
* Notify a teammate
* Wait for a delay
* Inject AI into a conversation
# Types of Workflows
Source: https://docs.conduit.ai/workflows/types-of-workflows
There are 3 types of workflows you can build in Conduit to streamline customer interactions
## Overview
You can build from scratch or use a template to speed things up. Each workflow runs step-by-step, executing the logic you define with dynamic inputs along the way.
## 1. Proactive Workflows
Outbound messages to customers running on preset schedules to provide information, review tasks, or follow up. These improve customer satisfaction and reduce manual work.
* Sending a satisfaction survey 24 hours after a support ticket is resolved
* Reminding customers about upcoming subscription renewals
* Reaching out to customers when an ordered item is no longer available and offering alternatives
## 2. Routing Workflows
Automatically alert your team or customers when specific conditions are met, ensuring the team stays informed and customers have a smooth experience.
* Sending a customer an SMS when their order has shipped
* Receiving an email when your AI Agent has scheduled a demo or appointment
* Sending a Slack message to your support team when a customer leaves negative feedback in a survey
## 3. Triage Workflows
Review a customer's question, and if the AI lacks an answer or needs human input, it automatically reaches out to your team for clarification. Once confirmed, it responds to the customer with the appropriate information.
* A customer asks about a complex billing issue; the system contacts the finance team to verify details before notifying the customer
* A customer asks about a custom integration; the AI agent pings the engineering team to confirm feasibility before replying
* A customer asks about item restock availability; the AI reaches out to inventory or fulfillment team, then responds with expected restock date
# Wait steps
Source: https://docs.conduit.ai/workflows/wait-steps
Pause a workflow for a fixed duration or until a specific time of day using Add Delay and Wait Until Window.
Workflows support two types of wait steps: **Add Delay** and **Wait Until Window**. Both pause execution before moving to the next action, but they work differently depending on whether you need a relative pause or a time-of-day window.
## Add Delay
Pauses the workflow for a fixed duration from the moment the step runs.
**Supported units:**
* Seconds
* Minutes
* Hours
* Days
* Months
**Best for:** relative pauses where the exact clock time doesn't matter.
> Example: "Wait 30 minutes after the trigger fires, then send a follow-up message."
## Wait Until Window
Pauses the workflow until the next occurrence of a specific time-of-day window — for example, 9 am to 5 pm. You choose the timezone, and optionally use the contact's local timezone instead.
**Best for:** steps that should only run during predictable hours, regardless of when the trigger fires.
> Example: "Always send the morning check-in message between 8 am and 10 am, in the contact's local timezone."
If the workflow reaches this step inside the window, it proceeds immediately. If it arrives outside the window, it waits until the window opens again.
## Choosing the right step
| | Add Delay | Wait Until Window |
| - | - | - |
| **Use when** | You want to wait a fixed amount of time | You want to run at a consistent time of day |
| **Clock-time aware** | No | Yes |
| **Timezone support** | No | Yes, including contact's local timezone |
| **Example** | Wait 2 hours after check-in | Send between 9 am and 11 am |
**Rule of thumb:** use **Add Delay** for "wait X time from now," and **Wait Until Window** for "wait until a specific time of day."
# Workflow credit usage
Source: https://docs.conduit.ai/workflows/workflow-usage
Understand which workflow actions use credits and how each run is calculated
Workflow runs are free. You only use credits when a successful run completes an action that has a credit cost.
Most workflow steps are free, including triggers, branches, filters, waits, contact updates, and labels. This means a workflow can run without using any credits if it does not complete a paid action.
## Flat-cost actions
These actions have a fixed cost each time the step finishes:
| Action | Credits |
| - | -: |
| Send Slack message | 1 |
| Send Teams message | 1 |
| Send webhook (HTTP) | 0 |
| Upsert, create, or update a HubSpot record | 1 |
| Create or update a Salesforce record | 1 |
| Create or update an Airtable record, or create an Airtable comment | 1 |
| Run AI Prompt | 2 |
| Web Search | 5 |
Each occurrence of a finished step is charged once. If the same action appears twice and both steps finish, both are charged.
## Send message actions
Message actions are charged for each message sent. An AI-generated message adds 3 credits to the channel's base cost.
| Channel | Non-AI message | AI-generated message |
| - | -: | -: |
| Email | 1 | 4 |
| SMS | 2 | 5 |
| WhatsApp | 2 | 5 |
| Other channels | 0 | 3 |
Inbound messages do not use credits.
## Voice Agent Call actions
A Voice Agent Call action uses **6 credits per minute**. The charge is based on the call's duration.
Regular voice calls are not a workflow action. Outside workflows, regular voice calls use **1 credit per minute**. See [How credits work](/setting-up-conduit/credits) for non-workflow rates.
## What costs nothing
The following do not use credits:
* Starting or running a workflow
* Triggers
* Branches and filters (**Controls > Add branch** and **Controls > Add filter**)
* Waits and delays
* Creating or updating a contact
* Updating contact fields or inbox assignment
* Adding labels
* Any other step not listed as a paid action above
Only steps that finish are included in the calculation. If the entire workflow run fails or is cancelled, the run uses **0 credits**, even if some steps finished before it stopped.
## Example calculation
Suppose a five-step workflow:
1. Starts when a contact is updated
2. Checks rules in an **Add filter** step
3. Waits for a time window
4. Updates a contact field
5. Sends a non-AI SMS
The trigger, filter, wait, and contact update are free. The SMS costs 2 credits, so one successful run uses **2 credits total**. If the run fails or is cancelled, it uses **0 credits**.
To see the credit usage for each workflow and run, go to **Settings > Billing**. For rates outside workflows, see [How credits work](/setting-up-conduit/credits).