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Every Haven site ships with a guest AI assistant. It is one assistant, everywhere you host — your property sites, your multi-unit (collection) site, every guidebook and the Guest Portal, and your custom domains — and it answers from the specific listing the guest is looking at, not from a blanket prompt you have to maintain.
Unlike fire-and-forget chatbots, Haven's assistant is a full-cycle tool: it grades its own replies, tells you where it fell short and why, and lets you fix a gap once for one site or all of them. That observability and self-healing loop is covered in Chat insights: observability & self-healing. This article covers what the assistant knows, how it keeps private information private, and how you teach it.
| Surface | Who can use it | What it can answer |
|---|---|---|
| Property site (incl. custom domain) | Anyone visiting your site | Public listing facts: amenities, sleeping arrangements, house rules, pricing and fees, cancellation policy, booking rules, location and local area, your public FAQs and public AI knowledge. |
| Multi-unit site | Anyone visiting your collection site | Everything above across all units in the collection ("which unit sleeps 6 with a crib?"), plus collection-level knowledge. |
| Guidebook / Guest Portal | Guests who pass the guidebook's access gate | Everything above plus private stay details: check-in and checkout specifics, door and lockbox codes, Wi‑Fi, emergency and maintenance contacts, during-stay notes, what the guest told you in guest forms, and private AI knowledge. |
The same assistant powers all three; only the knowledge it is allowed to use changes.
Every piece of listing content Haven feeds the assistant is labelled public or booking-only:
Booking-only content never reaches the public property-site chat. It is only available inside a guidebook the guest opened after passing your access setting (email gate, PIN, or a booking link). You do not configure this per question — it follows the guidebook's access mode automatically. See Guest Portal for the access options.
Your own AI knowledge entries carry the same distinction: mark an entry Public (safe on any surface) or Private (guests-only; the assistant is told to use it with discretion and it is never rendered on a public site).
The assistant already knows each listing from its content. On top of that, Messages → AI knowledge lets you add anything a guest might ask that is not on the listing page — parking quirks, EV charging, early bag-drop, "which unit for a family of six", neighbourhood tips.
Pick a scope for each entry:
Each entry has a title, the context itself, and a visibility: Public or Private.
Build a knowledge set once (a titled group of entries), then attach it to any number of properties or collections — or flag it Applies to all sites. Sets are additive: a property can inherit several sets plus its own entries. Editing a set updates every site it is attached to immediately.
Changes are live for the next chat. There is nothing to redeploy or re-train.
You do not need a sandbox to test the assistant — you use the same environments your guests do:
Do this on each surface you care about — public site, collection site, guidebook — because each one has a different knowledge boundary. It is the fastest way to see exactly what a guest sees.
The assistant is grounded: it does not invent property-specific details. If it does not know something it says so, and offers to pass the question to you. If the guest agrees, the full conversation lands on your Messages thread and you are emailed — see Guest communication. Guests can also open Message host at any time.
Every unanswered reply is also graded and surfaced in Chat insights so you can add the missing context and stop the same question from failing twice.
Do I have to write one big prompt for all my properties? No. Each surface is grounded in its own listing automatically. Use AI knowledge to add per-property, per-collection, or global entries and reusable knowledge sets — you never maintain a monolithic prompt.
Will the public site chat leak my door code? No. Access codes, Wi‑Fi, and contacts are booking-only content and are only available in a guidebook the guest opened after passing your access gate. Mark your own sensitive entries Private to keep them guests-only too.
Does it work on my custom domain? Yes — the assistant runs wherever your Haven site runs, including custom domains and multi-unit sites.
Can I see what guests are asking? Yes. Home → Performance → Chats lists every conversation with search, signals, topic insights, and a plain-English "ask your chats" bar. See Chat insights.
Does this replace my PMS auto-messages? No — it complements them. PMS templates fire inside a reservation thread; the Haven assistant answers visitors before they book and guests during the stay, on your own branded surfaces, and reports back on what it could not answer.
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