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Most chatbots are fire-and-forget: you paste in some blanket info, switch them on, and never learn which questions they fumbled. Haven treats your guest AI chat as a full-cycle tool. Every reply is graded, gaps are explained and grouped, the fix is one click, and the loop keeps running on its own — so you can automate guest messaging without going blind.
Everything lives in Home → Site Analytics → Chats on your Host Dashboard.
A structured search bar at the top works like the session-replay search: type free text, or add tokens for property, collection, surface (Property site / Multi-unit site / Guidebook), topic, signal, guest name, or email. A period picker sits inline, next to the Sites / Group sites / Guidebook / OTA messages toggles — it opens on the last 30 days, same as Analytics and Session replays. Every toggle starts on, including Guidebook: arriving-guest questions belong in this list. Turn Guidebook off if you only want booking-site chats. OTA messages holds the replies your AI wrote in Airbnb, Vrbo and Booking.com threads (see AI replies to OTA guests); the platform column names where each guest booked. (Analytics and Session replays still start with Guidebook off, so conversion is not mixed with guests who already booked.) The table header shows the total for the period plus signal pills — Couldn't answer, Low confidence — click one to filter to just those chats.
Every row shows the site's thumbnail, who chatted (name/email when known), the surface, the first question, and the reply grade.
Click a row to open the full conversation. Every flagged reply shows an amber marker with the reason it struggled and a gold Add context button that opens the Add-context dialog prefilled for that exact gap. The header pill summarises how many replies in the chat "could use more context". When a session replay exists for the same visitor, Watch session takes you to it. On an OTA messages chat, each reply is marked Sent to the guest, Draft, not sent or Handed to you, and Open in inbox goes to the guest's thread.
Below the table, Chat insights lists one row per topic detected across your chats for the period. Each row shows the topic, how many chats cited it, and — when the assistant struggled — "N couldn't answer, N low confidence" as links. Insights are two kinds:
Click a row (or a tier link) to open the evidence sheet: every cited conversation with site and surface chips, Answered / Low confidence / Couldn't answer badges, filter chips, and expand-to-transcript with the flagged reply highlighted. Add AI context is one click away here too, prefilled and scoped to the sites where the gap was detected.
Insights are computed automatically in the background (roughly every few hours as new chats come in) — you never trigger a report.
The slim input above the table takes plain-English questions — "Are people asking about parking?", "What do guests ask before booking?", "What couldn't the assistant answer this week?", "Do guests ask about pets?". The answer cites the exact conversations; click a citation to open that chat scrolled to the cited message. The same ability is available to the Haven assistant in your dashboard, so you can ask it there too.
Wherever you see Add context (transcript drawer, insight row, evidence sheet), the dialog opens prefilled:
Save, and the entry lands in Messages → AI knowledge alongside everything else you have taught the assistant. It is live for the next chat — no redeploy, no re-training. See AI guest chat for scopes, knowledge sets, and public vs. private.
Your own conversations count. Open your property site, multi-unit site, or a guidebook as a guest would, ask what a guest would ask, then come back to Chats: your session is there, graded, with a reason for anything it struggled on. Add context, ask again, and watch the grade flip. It is the quickest way to tune the assistant before guests arrive — on each surface, because each has a different knowledge boundary.
Chats are keyed to your account and to the specific property or collection. Guests are identified by the name/email they gave (guidebook gate, booking, or form) or shown as Guest; anonymous visitors are never merged with each other. Booking-only knowledge never reaches the public site chat — see AI guest chat.
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