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Wherever a guest's name appears in your dashboard, you can open their profile: the Audience table, the Messages rail, a reservation, the AI chat list, a campaign's recipients, a segment's members. The profile opens on an Overview tab that gathers everything Haven knows about that person — an AI-written overview, the facts it has learned from your conversations, the dates worth remembering, your notes, the numbers, and the last few places you talked. None of it is shown to the guest.
A guest's face (or initials) beside their name is the profile badge. Click it and their profile opens in a side sheet; click the rest of the row and it does what it always did — selects the conversation, opens the reservation, and so on.
The badge is plain text when Haven has no contact for the person yet — a guest who has never booked and never been added to your audience.
Haven's overview is a short paragraph written only from what is on the profile: the facts Haven learned, the dates, the guest's own Haven profile, their stay history, and your notes. It is rewritten whenever Haven learns something new, and you can press Refresh to rewrite it on demand. Press Why Haven says this to see what it rests on. A guest Haven knows nothing about gets no overview — the tab says Haven hasn't learned anything about this guest yet rather than inventing one.
At a glance shows stays, nights, lifetime value, last stay, where they booked, and their marketing consent.
What Haven has learned lists the facts Haven kept from your PMS inbox, the Haven inbox, texts and WhatsApp, and the AI guest chat — each with where it came from, how sure Haven is, and the message it rests on. Rewrite a fact and it keeps your words; retire one and it leaves the profile and everything Haven writes. The Can be mentioned to the guest switch on each fact decides whether Haven may draw on it when writing to that guest.
Important dates holds birthdays, anniversaries and anything else worth marking. A date Haven heard in a conversation carries a Learned by AI mark. The next one coming up is shown under the guest's name.
Recent conversations lists the last few threads with this guest across the inbox and the AI chat, each one a link back to where it happened.
Private notes sit below the tabs, with the switch that lets Haven draw on them when it writes a personal note to the guest. Off by default.
Press the camera on the avatar at the top of the Overview to add a photo of the guest, so your team recognises them at the door. The photo is yours and the guest never sees it. If the guest has set a photo on their own Haven profile, that one shows instead — it is theirs — and yours shows again if they remove it. Remove under the avatar deletes your upload.
Haven keeps only what the guest said about themselves. It does not infer anything from a name, a booking or a photo, and it leaves out one-off logistics ("we land at 4pm"). Anything sensitive — health, money, a complaint — is kept private to you by default. The learning can be switched off under Account → Guest communications → What Haven remembers; what is already on a profile stays until you retire it.
Why does the overview say Haven hasn't learned anything, when the guest has stayed twice? The overview needs something on the profile to rest on. If the guest never wrote anything Haven could keep and you have not added a note or a date, there is nothing to summarise. Add a note, or wait for the next conversation, then press Refresh.
Can I replace the photo the guest chose? No. The guest's own profile photo is theirs. You can add your own, which shows whenever they have none.
Why is there no badge on a chat? The visitor never gave an address and the chat was not tied to a booking, so Haven has no contact to open.
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