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Alongside the booking messages Haven sends automatically, you can build your own automations: pick what starts them, who they reach, and what happens step by step. You will find them on Marketing → Campaigns → Automations.
Automations are grouped by what you are trying to do:
Booking confirmations and other reservation mail live under the Booking messages tab. One-off newsletters and announcements live under Broadcasts. Every row shows who it reaches under the name.
On Broadcasts, switch to Calendar to see sends on a month grid. Press + on a day to choose what to create. Email, text, and WhatsApp start a draft dated for that morning; social posts are still coming. Drafts without a send day stay in Unscheduled. Open a broadcast to write it — the left To tab is who receives it and when. Email uses Blocks for cards and sections; text uses a short composer with a segment count and the required STOP line. See Marketing Email Editor and Text and WhatsApp Marketing.
You can rename these, reorder them, and add your own from the Categories button. Archiving a category that still holds campaigns asks you where to move them first, so nothing gets lost.
Press New automation at the top of the list.
Start from offers templates that are already assembled — win back last year's guests, convert OTA guests, outreach to a new list, and a few more. A template arrives with its trigger, audience, re-entry rule and draft emails already chosen, so picking one creates the campaign and takes you straight into the editor. Anything it chose stays editable afterwards under Settings.
Two things a template cannot decide for you, and asks about first when they apply: which list its trigger should watch, and — for the campaigns that fire off bookings, like winning back last year's guests — which listings it covers.
Starting from scratch is also fine. It asks all four questions below, because on a blank canvas none of them has an answer yet.
When should it start? is the trigger. Each one shows roughly how often it has fired for your account recently, so you can tell whether it is worth building. A few triggers that are still being wired up appear greyed out with an explanation.
Which listings? is the scope. If you have a multi-unit site, that is usually the right answer: the campaign then covers every unit in the site, including ones you add later, and its emails can promote any of them. You can also pick specific listings or your whole account.
Who is it for? is the audience. The quickest answers are the three shortcuts: Everyone, Guests, or Owner leads. If you want to be more specific, pick any combination of lists and segments instead, and any to exclude. As you choose, Haven shows how the number is arrived at:
That last figure excludes anyone who has had a marketing email from you in the last day, which is a spacing rule that applies across all your campaigns so a guest never gets three emails from you at once.
Some triggers don't wait for the guest to do something — Haven watches the world for you and starts the automation at the right moment. These are what make Haven's win-back different from a normal newsletter tool:
Each of these pairs the trigger with an audience and a one-time returning-guest offer that applies automatically at checkout, so the outreach is timely, relevant, and easy to book. You'll find them in the When should it start? list when you add an automation, and several come pre-assembled as templates under Start from.
When Haven spots one of these opportunities and you have chosen to review before sending, it also appears as a card in Suggested for you at the top of Broadcasts — and in the Marketing inbox on Marketing → Home. From there you can let Haven send its own offer, or open a prefilled broadcast draft and write it yourself.
Both can be used as an audience, and they do different jobs.
A segment is a saved set of rules — "stayed twice or more", "last stay over a year ago", "booked through Airbnb". Membership updates itself as guests change.
A list is a fixed set of contacts you curated. Any file you upload becomes a list automatically, which is how you email "the partner list from March" without having to remember who was on it.
The editor is a canvas. Add steps from the left, click any step to edit it on the right, and everything saves as you type. Email steps open the Marketing Email Editor — a full-page composer with header styles and insertable blocks.
Wait holds for a set time. Wait for a date holds until something on the booking, like three days before check-in. Wait for something holds until a condition becomes true, or gives up after a while.
Split is how a campaign branches. You give each branch a condition, and each one shows roughly what share of your contacts would take it — which is usually the fastest way to spot that a branch you thought was important only catches four people. Branches are checked in order and the first match wins. Anyone matching none of them takes the fallback path, so nobody is ever silently dropped.
Do something covers the non-email steps: tag a contact, add them to a list, or notify yourself.
Goal marks the outcome you want. When someone reaches it they leave the campaign, which is what stops a guest who just booked from receiving the rest of a "come back" sequence.
Editing a campaign changes a draft. Nothing you type reaches anyone until you press Publish, and before it commits you will see exactly what changed — added steps, removed steps, a different audience. Anyone already part-way through a campaign keeps following the version they started on, so publishing never makes someone skip a step or repeat one.
If anything is incomplete, it is listed and marked on the step it belongs to. A campaign cannot go live without an audience, because a campaign with no audience must never be read as "everyone".
The switch in the campaign header stops new people entering and freezes anyone mid-way exactly where they are, so turning it back on continues each person from their own position. Archiving is final and removes everyone still inside.
Haven supports this, carefully.
When you upload contacts you are asked where they came from. Own past guests, your own signups, or a partner list all send normally. A purchased or third-party list is treated differently: it sends through a separate outreach sender with its own daily limit, starting small and increasing over the first few weeks. That separation is deliberate — it means a cold list can never affect the deliverability of your booking confirmations or your rebooking email, even if it goes badly.
For those lists Haven also:
You are always asked to confirm that the people on a list can lawfully be emailed by you. Decline and nothing is imported.
Open a campaign and use Why did someone get this?. Enter an address and you will see the exact path that contact took: when they entered, every wait, which branch they went down and why, each email that sent, and each one that did not along with the reason.
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