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When you connect a Property Management System, Conduit automatically syncs listing data and creates knowledge blocks for each property. Understanding how these blocks behave is key to keeping your AI’s responses accurate and avoiding common issues like duplicates or lost edits.

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How PMS Knowledge Blocks Work

Once your PMS is connected, Conduit periodically syncs data from your PMS and populates knowledge blocks for each listing. These blocks contain details like listing descriptions, amenities, check-in instructions, and more.
PMS-synced knowledge blocks are managed by the sync process. Any edits you make directly to a PMS-synced block will be overwritten the next time a sync occurs.

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Creating New Knowledge for PMS Listings

To add custom knowledge that won’t be affected by PMS syncs, create entirely new knowledge blocks rather than editing the existing PMS-synced ones.
1

Navigate to Knowledge

Go to Agent Hub > Wiki > Select your Agent, then find the listing you want to add knowledge to.
2

Add a new block

Click Add Block to create a new knowledge block for your listing.
3

Write your content

Add your custom information following the knowledge writing principles. Keep each block focused on a single topic.
Custom blocks you create will persist across PMS syncs because they are separate from the PMS-managed blocks.

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Editing PMS Knowledge

There are two types of knowledge blocks on a PMS-connected listing:
  1. PMS-synced blocks — Automatically created and updated by the PMS sync. These are indicated as managed by the integration.
  2. Custom blocks — Blocks you manually create. These are fully under your control.
Do not edit PMS-synced blocks directly. Changes to PMS-synced blocks will be overwritten the next time your PMS data syncs. If you need to override or supplement PMS information, create a new custom block instead.

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How to Override PMS Information

If PMS-synced data is incorrect or incomplete, create a new custom block with the corrected information. The AI will use the most relevant block when responding to guests.

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Avoiding Duplicate Blocks

Duplicate knowledge blocks can appear when both a PMS-synced block and a manually created block cover the same topic (e.g., two “Amenities” blocks or two “Wi-Fi” blocks). This can also happen if a block exists at both the global level and the listing level. To resolve duplicates:
  1. Identify which blocks are PMS-synced and which are custom
  2. Remove any custom blocks that duplicate PMS-synced content, or remove the PMS-synced content if you prefer your custom version
  3. If you see a global block and a listing-level block for the same topic, decide which scope is appropriate and remove the other
To prevent duplicates from reappearing, always create new blocks with distinct topics rather than recreating content that your PMS already syncs.

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Best Practices

  • Never edit PMS-synced blocks directly — your changes will be lost on the next sync
  • Create new custom blocks to add or override information
  • Review your block count periodically to catch duplicates early
  • Use distinct titles for custom blocks so they don’t overlap with PMS-synced topics