CDP · Customer Data Platform

Guest Intelligence: meet our CDP — the Customer Data Platform built for the AI era of hospitality.

CDP is the AI context for the AI era of hospitality. Every signal lands in one profile, every AI agent reads from one profile, every action writes back to one profile — and your hospitality data lake forms around it.

CDP — Customer Data PlatformAI Support AgentAI Sales AgentAI Opps AgentAI Concierge AgentIdentity ResolutionData Lake Native

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CDP · Overview

Every signal lands in one profile — then reaches every channel

Sources stream into CDP, get matched to a single profile in the Source of Truth, and flow out through four AI consumer products into email, voice, messaging, and on-property channels. Your data lake forms from this same record — no ETL, no nightly batches, no drift.

10+

Guest Signals Unified Per Profile

3 Layers

Of AI On One Source Of Truth

Plain English

Query the Whole Layer

The Signals CDP Unifies

Other guest data platforms unify transactional systems — reservations, folios, loyalty points — and call it a profile. CDP adds the conversational and behavioral signals that show what guests actually want. Every PMS reservation, two-way SMS thread, WhatsApp message, Airbnb conversation, AI voice transcript, email engagement event, WiFi captive-portal sign-in, post-stay NPS score, web chat conversation, and owner communication writes back to one guest record. Each signal carries timestamp, channel, and full context — and your AI agents see all of it.

PMS Reservation Data

Stays, revenue, channel, room type, and guest profile from your PMS in real time.

AI Voice Transcripts

Every inbound call transcribed with outcome, escalation, and post-call notes.

Two-Way Messages

SMS, WhatsApp, Airbnb, and web chat threads — all threaded by guest.

Email Engagement

Opens, clicks, replies, and reservation attribution per send.

WiFi Sign-Ins

Captive-portal opt-ins capture every occupant tied to the reservation.

NPS & Surveys

Post-stay survey scores and verbatim feedback land on the profile.

Owner & Lead Comms

Owner conversations and inbound leads scope to the right relationship.

Web Form Captures

Every form submission writes back as a contact or lead with source attribution.

Four AI Agents, Working Off One CDP

CDP is the fuel. Four named AI agents sit on top of it — each pulling from the same guest profile, each writing back when they act, each paired with a human counterpart. The AI Support Agent / Human answers guest questions across every channel. The AI Sales Agent / Human converts inquiries into bookings. The AI Opps Agent / Human runs internal automations and cross-channel workflows. The AI Concierge Agent / Human handles in-stay requests, recommendations, and upsells. Smart Send, AI Voice, and the unified inbox are the channels these agents work through, not standalone tools.

AI Support Agent / Human

Answers guest questions across voice, SMS, WhatsApp, web chat, and email — with full reservation context.

AI Sales Agent / Human

Converts inquiries into bookings on inbound calls, web chat, and outbound Smart Send follow-up.

AI Opps Agent / Human

Runs internal automations and cross-channel workflows that keep the operation moving.

AI Concierge Agent / Human

Recommends, upsells, and handles in-stay requests using guest history and preferences.

CDP · Data Engine Core

From raw signals to an AI-ready source of truth

Ten signal streams flow through CDP's three-stage pipeline — ingestion, identity resolution, enrichment — landing on a single guest record. The AI Agent Layer is the only way out: every consumer reads through it, every action writes back through it. This is the substrate your hospitality data lake forms from.

Your Hospitality Data Lake Forms from CDP

CDP isn't an island. The unified guest profile becomes the source of truth your property data lake forms around — Snowflake, BigQuery, Databricks, Redshift, S3. Every signal that lands in CDP can stream into your warehouse in real time, with the identity resolution and enrichment already done. No stitching reservation data to message threads in SQL. No nightly batches that drift. No data scientists rebuilding the same join three different ways. Your AI agents, BI dashboards, and revenue models all pull from the same canonical record.

Native Warehouse Exports

Snowflake, BigQuery, Databricks, Redshift, and S3 — push to whichever your team runs.

Real-Time Sync

Records stream in as they update — no nightly batch, no source-of-truth drift.

Identity Pre-Resolved

The merge is already done in CDP — your warehouse inherits one guest, not three duplicates.

Field-Level Audit

Every write logged with user, timestamp, and source signal — ready for SOC and finance review.

Ask the Layer in Plain English

Connect Claude, ChatGPT, or any other AI agent to SendSquared via Model Context Protocol and your team queries the entire guest layer the way they think. 'Which Hilton Head guests booked direct in the past 12 months and haven't opened an email in 60 days?' — the agent reads the layer, builds the segment, and hands it back. No SQL. No CSV exports. No data analyst in the loop.

Natural Language Segments

Build complex segments by describing them — the AI translates intent into rules.

Ad-Hoc Reporting

Ask for a number, get a number — with source links back to the underlying data.

Draft Campaigns

Have the agent draft a subject line, body, and send time based on what your data shows.

Permission-Controlled

Agent access is scoped to a tenant token with the same permission masks your team uses.

Identity Resolution That Holds Up

Same guest, three reservations, two OTAs, and four email addresses — they're still one record. Contacts are matched across channels by email, phone number, and PMS guest ID. Duplicates can be auto-merged or queued for permission-controlled review. Each profile holds multiple emails and phone numbers so the same person across two stays and three booking channels stays one person.

Multi-Email & Multi-Phone

One profile can hold every email and phone number a guest has ever used.

Smart Merge

Field-by-field merge keeps the best data from each source on the combined record.

Permission-Reviewed

Merges that need a human happen behind permission controls and audit logs.

Reservation History

Every stay across every brand or property lives on the same timeline.

Segmentation That Reads the Whole Profile

50+ segment operands across reservation data, engagement history, channel preference, lifetime value, geography, channel of first contact, and PMS-specific fields. Build a segment like 'guests who stayed at a beachfront unit in the last 12 months, opened the last three emails, never used the WiFi portal, and have an NPS of 9+' in a few clicks — and have the AI build the same segment from a sentence.

50+ Operands

Reservation, engagement, geography, channel, and PMS fields — all queryable.

Auto-Refreshing

Segments re-evaluate as bookings and behavior change — no manual rebuild.

Visual or AI

Build with the segment editor or describe it to your AI agent.

Use Anywhere

Pipe a segment into a campaign, automation, AI voice outbound, or report.

Lifetime Value That Compounds

Every guest record carries running lifetime revenue across every stay, every brand, every channel — calculated automatically from PMS reservation data. Pair LTV with engagement and NPS and you get a tier system that drives Smart Send timing, AI Voice greeting, loyalty campaigns, and direct-booking incentives. The guests worth keeping show up at the top of every list automatically.

Auto-Calculated LTV

Lifetime revenue across every stay, brand, and channel — updated as bookings land.

Tier Detection

VIP, frequent, lapsed, one-time — tiers update automatically.

Loyalty-Aware AI

All three AI agents treat top-tier guests differently by default — VIP greeting, faster routing, custom offers.

Repeat-Rate Reporting

Repeat-booking rate by source, channel, and property in one dashboard.

Privacy, Consent, and Permission Controls

Opt-in records, unsubscribe scope, and channel-level consent are tracked per contact. Permission controls govern who on your team can view, edit, send, or export — down to the field level. Every read and write is audit-logged with user, timestamp, and scope. Multi-property and multi-brand operations stay properly scoped so the regional GM sees the portfolio and the property GM sees only their property.

Channel-Level Consent

Opt-in and opt-out tracked separately for email, SMS, WhatsApp, and voice.

Field-Level Permissions

40+ permission controls govern view, edit, send, export, and integration access.

Audit Trail

Every read and write logged with user, timestamp, and per-property scope.

Multi-Property Scope

Regional GMs see the portfolio; property GMs see only their property.

3:47

Host and Home

Steven, Founder

CDP in production

““SendSquared is the second most important thing in our company outside of our PMS. All of our departments use it.””

Steven, founder of Host and Home — Hilton Head Island's fastest-growing vacation rental management company — on how SendSquared's Customer Data Platform replaced five fragmented systems with one source of truth used by every team in the company.

Watch the full story

The Acronym

CDP

Customer Data Platform

What it is

CDP is the AI context for the AI era of hospitality — the single guest profile every AI agent reads from and writes back to.

Old-school CDPs were built for the marketing era. SendSquared's CDP is built for the AI era of hospitality — PMS reservations, AI voice transcripts, message threads, WiFi sign-ins, NPS verbatims, and email engagement all converge on one guest record — and your Snowflake, BigQuery, or Databricks data lake forms around it, not the other way around.

Frequently Asked Questions

How is guest intelligence different from a CDP?

A traditional CDP unifies transactional records — reservations, folios, loyalty points — then waits for someone to query it. SendSquared's guest intelligence unifies every guest signal (reservations, message threads, AI voice transcripts, WiFi sign-ins, NPS scores, web chat, owner conversations) AND puts AI agents on top of the same data so your team can ask in plain English: "Who should I email this Memorial Day offer to?" and get a built segment back.

Which data sources are unified into the guest profile?

PMS reservation data, AI voice call transcripts and outcomes, two-way SMS and WhatsApp threads, Airbnb messaging, email opens and clicks, web chat conversations, WiFi captive-portal sign-ins, post-stay NPS surveys, owner communications, and any web form leads. Each signal writes to one guest record with full timeline history.

What do the AI agents actually do?

Four agents, each paired with a human counterpart. The AI Support Agent / Human answers guest questions across voice, SMS, WhatsApp, web chat, and email. The AI Sales Agent / Human converts inquiries into bookings across inbound calls, web chat, and outbound follow-up. The AI Opps Agent / Human runs the internal automations and cross-channel workflows that keep operations moving. The AI Concierge Agent / Human handles in-stay engagement — recommendations, upsells, on-property requests, mid-stay messaging. Smart Send, AI Voice, and the unified inbox are the channels these agents work through, not standalone tools.

Does the data layer learn from itself?

Yes. Every agent action writes back. When the Support Agent closes a ticket, the Sales Agent books a stay, the Opps Agent fires a workflow, or the Concierge Agent recommends a restaurant — each updates the same guest profile. The next decision any agent makes is informed by the last one.

How does identity resolution work?

Contacts are matched across channels by email, phone number, and PMS guest ID. Duplicates can be auto-merged with permission-controlled review. Each guest profile holds multiple email addresses and phone numbers so the same person across two reservations and three OTAs stays one record.

Is the data layer queryable directly?

Yes. Native segment builder uses 50+ operands for visual querying. For complex questions, External AI Agents via MCP let any AI assistant query the layer in plain English. Every read and write is logged and permission-controlled.

How does privacy and consent work?

See CDP — your Customer Data Platform for the AI era

Connect your PMS and your messaging channels, and we'll show you the unified guest profile you've been missing. Live demo of the three AI layers plus the data-lake export to Snowflake, BigQuery, or Databricks.

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