KB Draft: Understanding Contacts, Guest Spend, and Inbox History

Draft status: KB draft created from the Refuge Bay onboarding questions. Review with Product/CS before publishing.

How the Contacts page currently handles amount filters, per-page sorting, latest-stay spend, and historical inbox sync expectations.

Contacts Pagination and Sorting

The Contacts API is paginated. The current table sorting behavior applies to the loaded page of contacts, while server-side retrieval orders contacts by creation date.

If a customer needs to find the highest-spend guest across the entire database, Yada should support server-side sorting or a dedicated high-value-guest segment/report rather than relying on per-page table sorting.

Guest Spend

The current Contacts amount filter uses the contact’s latest stay total paid. It is not a lifetime cumulative spend field.

For high-value guest workflows, the product should add or expose cumulative spend across all stays, plus clear labels that distinguish latest-stay value from lifetime value.

Inbox History

The Inbox stores synchronized conversations and messages from connected channels such as PMS messaging, SMS, WhatsApp, OpenPhone, and web chat. Historical backfill depends on the connected provider and the implemented sync path.

If historical tone and context are important, implementation should explicitly include a conversation-history backfill plan and verify how far back the provider allows Yada to retrieve messages.

Recommended Product Improvements

• Add server-side sort controls for Contacts, especially total spend and latest stay value.

• Add lifetime cumulative spend as a first-class contact metric.

• Label latest-stay amount clearly so it is not mistaken for lifetime spend.

• Add an onboarding checklist item for historical inbox sync/backfill.