WhatsApp and Texts with Guests

Haven texts and WhatsApps your guests from its own numbers. There is nothing to set up or connect. To have your AI assistant answer guests there, turn on AI replies. This article covers who gets WhatsApp, the 24-hour window, and what a guest's STOP turns off.

How Haven reaches guests by text and WhatsApp

Haven sends every guest text and WhatsApp message from Haven's own numbers, with your stay named in the message. There is nothing to activate: a guest with a mobile number on the booking gets texts, and a guest who opted in to WhatsApp with you gets WhatsApp. When a guest replies, the reply lands on the same thread in Communication → Inbox.

Your own WhatsApp Business or Quo number

You cannot connect your own WhatsApp Business account, or a Quo or OpenPhone number. Guests always hear from Haven's numbers, and you answer them from Communication → Inbox.

To ask for your own number, tell us through live support. We log it as a feature request.

Get the AI answering on text and WhatsApp

Open Communication → Message automations and find the AI replies to guests card.
Set your PMS to Draft for approval or Send automatically.
That turns on AI replies for the account. AI replies need a paid plan.

A guest on a stay from your connected PMS who texts or WhatsApps the Haven number is then answered on that channel, under the same switches and hand-off rules as their booking thread. A Haven booking that is not in a connected PMS is answered on Haven only. See AI replies to OTA guests.

Who gets WhatsApp

WhatsApp goes only to guests who opted in with you: at booking, in a popup or form on your site, or in the Stay in touch block. That covers automatic messages and replies from you or the assistant alike. Opting in with another host does not count for you. A guest who has not opted in gets texts and emails instead.

The 24-hour WhatsApp window

A WhatsApp reply can be free-form only within 24 hours of the guest's last message. Outside that window, WhatsApp accepts only an approved template, so a free-form reply is not sent. Answer by email or text instead, or wait for the guest to write again.

When a guest replies STOP

A guest who texts STOP gets no more texts from Haven, for any host.

A STOP by text or on WhatsApp ends WhatsApp from every host the guest opted in with, replies included. Writing again, or sending START, does not turn it back on, so answer that guest by email.

On a stay from a connected PMS, a STOP sent on WhatsApp does not stop texts about the stay, such as door codes. On a booking made on your Haven site, it also withdraws the guest's agreement to texts, so their booking texts stop. STOP and START are never treated as questions for the AI.