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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.

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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.

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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.
1

Navigate to Knowledge

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

Add a new page

Click the add button and choose Page.
3

Write your content

Add your custom information following the Knowledge writing principles. Keep each page focused on one topic.
4

Scope it correctly

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.

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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.

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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.

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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.

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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.