AI Client Insights and Suggested Actions

AI client insights help your team understand a customer's booking habits and decide whether a follow-up is useful. The customer profile shows deterministic Client Snapshot cards on all plans, while PRO venues can request an AI narrative and send reviewed AI-drafted messages from Suggested Actions.

TL;DR

• Client Snapshot is available on all plans and shows visits, spend, cadence, preferences, and reliability signals.
• PRO is required for the AI narrative and the AI-drafted Send SMS or Send Email workflow.
• The AI narrative only runs when requested and when the client has at least 3 completed bookings.
• Suggested action cards are capped at 3 and respect automation status, contact details, outreach permissions, and SMS marketing consent.

Open a customer profile and use the Overview tab. The snapshot loads automatically when the profile overview is available. The Follow-up prompt shows Suggestions; selecting it asks OpenChair to load suggested actions and, on PRO, the AI narrative behind Why these suggestions?.

What are AI client insights?

AI client insights are the customer-profile signals that combine booking history, spend, cadence, reliability, and follow-up suggestions. The deterministic cards do not use AI; the PRO narrative and message drafts do.

The customer insight route computes:

Area	What it uses
Booking history	Completed, confirmed, pending, cancelled, and no-show booking records linked to the client.
Spend history	Total spend and average order value from the client record.
Cadence	Completed booking intervals and the client's last completed visit.
Preferences	Most common service, staff member, booking day, and time slot.
Automation status	Reconnect, birthday, and rebooking automation settings, plus recent reconnect history.
Contact eligibility	Email, phone, SMS marketing consent, and reconnect opt-out state.

Client Snapshot

Client Snapshot is the automatic summary card on the customer profile Overview tab. It is available on all plans.

Label	When it appears	What it means
Visits	Web summary metric	Total client visits from the customer record.
Total spend	Web summary metric	Total client spend in the venue's currency.
Avg order	Web summary metric	Average order value from the customer record.
Preferred Day	After completed visits exist	The local weekday used most often by completed bookings.
Preferred Time	After completed visits exist	Morning, Afternoon, or Evening, with the most common local hour.
Visit Cadence	After at least 2 completed bookings	Average interval between completed visits, with due or overdue context.
Favourite Service	After completed visits with a service name	Most frequently completed service.
Preferred Staff	Multi-staff venues only	Most frequently booked staff member. Hidden for solo-staff venues.
Reliability	Always calculated	Booking reliability label based on no-shows, cancellations, and total bookings.

When a client has no visits, the web card says New client and explains that visit patterns appear after the first appointment. When a client has 1 or 2 visits, the web card says Getting to know this client and waits for more history before showing the full preference grid.

AI narrative

The AI narrative is a PRO-only natural-language summary generated for a client with at least 3 completed bookings. It appears when the team requests suggested actions, not during every profile load.

On web, the narrative is shown inside Why these suggestions? when suggested actions are loaded and suggestions exist. On mobile, the Client Snapshot and Suggested Actions components exist, but the current mobile customer profile query does not request the AI narrative flag, so the narrative text may not appear even for PRO venues.

If AI generation fails, OpenChair falls back to a deterministic template based on the same insight fields. The fallback still avoids inventing data.

Suggested Actions

Suggested Actions are follow-up cards on the customer profile. Trigger detection is deterministic and capped at 3 suggestions.

Suggestion type	Trigger
Overdue for [service]	The client's personal visit cadence is overdue, they have a contact method, and reconnect has not been sent recently.
Due soon for [service]	The client is due soon, has no upcoming confirmed or pending booking, and has a contact method.
Birthday [today/tomorrow/in days]	The client has a date of birth within the next 7 days and a contact method.
Welcome - first visit follow-up	The client has exactly 1 completed visit within the last 72 hours and no upcoming booking.
VIP milestone - [visits/spend]	The client recently crossed a visit or spend milestone.
Visits becoming less frequent	The client's recent visit interval is more than 40% slower than their earlier interval.
Ask about communication consent at next visit	The client has an upcoming booking and is missing SMS promotions consent or has rebooking reminders off.
Consider deposit for future bookings	The client's reliability signal includes at least 1 no-show.

Some suggestions are operational notes rather than messages. For example, consent capture and deposit suggestions can show No message needed. Handle this with the client record or at the next visit.

Sending a suggested message

PRO venues can send a reviewed suggested message by SMS or email from a suggestion card.

1. Open the customer profile.
2. Select Suggestions in the Follow-up prompt.
3. Choose Send SMS or Send Email on a suggestion card.
4. Wait for Personalising message....
5. Review and edit the Message draft.
6. For email, check the read-only Subject.
7. Select Send SMS or Send Email.

SMS drafts are limited to 155 characters in the editor. Email drafts are limited to 2000 characters. A sent SMS shows SMS sent. A sent email shows Email sent.

Settings

There is no dedicated settings page for this feature. Suggested actions respond to the customer's data and existing venue settings.

Input	Effect
PRO plan	Required for AI narrative and message draft/send.
Reconnect automation	Can replace manual overdue follow-up with an automation note.
Birthday automation	Can replace manual birthday follow-up with an automation note.
Rebooking nudge automation	Can replace manual due-soon follow-up with an automation note.
SMS marketing consent	Required before SMS suggested messages can be generated or sent.
Email address	Required for Send Email.
Phone number	Required for Send SMS.

Who can use this

Role	Access
Owner	Can view Client Snapshot, request suggestions, generate drafts, edit drafts, and send suggested messages on PRO.
Manager	Can view Client Snapshot and manage suggested outreach when they can edit the client profile.
Team	Can view customer profile insight surfaces when they have access, but cannot send suggested outreach unless their role allows client editing.
Customer	Does not see these internal insight cards. Customers only receive messages after a staff member reviews and sends them.

Platform differences

Platform	Current behaviour
Web	Shows Client Snapshot, Follow-up, Suggestions, Suggested Actions, Why these suggestions?, Send SMS, Send Email, and the review modal.
Mobile	Shows Client Snapshot, Follow-up, Suggestions, Suggested Actions, and the review sheet. The current mobile query does not request the PRO AI narrative.

Common mistakes

Mistake	What to do instead
Expecting the AI narrative for a new client	Wait until the client has at least 3 completed bookings, then load Suggestions on a PRO venue.
Trying to send SMS without consent	Record SMS marketing consent on the client profile before sending marketing SMS.
Treating suggestions as automatic sends	Suggested messages always open for staff review before sending.
Expecting a suggestion for every client	Suggestions appear only when a deterministic trigger is present. PRO venues with no suggestions see Nothing to follow up on right now - all good.

Troubleshooting

Issue	Solution
Couldn't load client snapshot	Check the connection and select Try again.
Suggestion message draft not generated	Select Draft again, or type a message manually in the draft field.
Suggestion SMS not sent	Check the client has a phone number and SMS marketing consent, then select Send again.
Suggestion email not sent	Check the client has an email address, then select Send again.
You don't have permission to send outreach.	Ask an Owner or Manager to send the follow-up or update your role permissions.

FAQ

What are AI client insights?

AI client insights combine deterministic client snapshot cards with PRO AI narrative and suggested action message drafts on the customer profile. The snapshot cards are computed from booking and customer data without AI.

Do client insights require PRO?

The deterministic Client Snapshot is available on all plans. PRO is required for the AI narrative and for generating and sending suggested action messages.

Why are suggested action buttons disabled?

Suggested action buttons are disabled when the venue is not on PRO, the user cannot manage outreach, the client is missing the selected contact method, or SMS marketing consent is not recorded for SMS. Automation can also replace manual send buttons with an automation note.

How many completed visits are needed for the AI narrative?

The PRO AI narrative is generated only when requested and when the client has at least 3 completed bookings. Clients with fewer visits can still show basic snapshot and summary information.

Related Articles

• Customer Profile & History
• Managing Customers
• Customer Segments & Retention
• Sending Quick Messages