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Guides and tutorials to get the most out of WeSpeak.
Getting started
Getting started with WeSpeak Activate your account, connect WhatsApp, and get your assistant answering in minutes. WeSpeak Support How we support you after you sign up: your Account Manager, the training included and the service hours, the contact channels (WhatsApp, email, video call and phone), the help center, human support hours, the 24/7 AI agent and what to ask through each channel. Onboarding: how the WeSpeak implementation works What happens from the moment your payment is confirmed until your assistant is serving guests: the handoff from Sales to Operations, who supports you, the stages with their timelines, what we do and what we need from your hotel, and the follow-up afterwards.
Chats
How to use live chats Handle conversations in real time, bring in your team, and blend the assistant with human support. Get to know the Chats screen What the chats screen (Conversations in the menu) looks like, what each panel shows, and what each button does: filters, conversation actions, the compose box, and the contact panel. Multi-conversation With multi-conversation, when a contact writes again after a closed conversation, a new conversation opens: each inquiry is its own case, with its own source, follow-up, and outcome. META Templates What templates are, how to create them in the Templates section, when they need Meta's approval (the 24-hour rule), how to use them with "/" in the chat, and why they sometimes don't get delivered. How to get your template approved by Meta How to write a template so it's approved the first time, which category to pick, why Meta rejects templates, and what to check when a template is approved but still doesn't reach the guest. How to create a template with an image Step by step: create a WhatsApp template with an image in the header in Meta, bring it into WeSpeak with Sync with Meta and send it from the chat or in campaigns. Includes what changes if you have several numbers (multichannel). AI conversation summary Understand a long conversation in seconds: timeline, inquiry, objections, and a follow-up message ready to send. WeSpeak Translate Chat with guests in any language: read their messages translated into yours and write in your own — WeSpeak translates in both directions. Labels: organize your conversations and let the assistant apply them How to create labels, how to have the assistant apply them on its own with auto-assignment by artificial intelligence, and how to use them to filter conversations, contacts, and campaigns. With a step-by-step example: separating the guests who ask for an invoice.
AI assistant
Set up your AI assistant Train the assistant with your business information so it answers accurately and in your tone. Assistant setup Everything the assistant knows is set up here: its personality, how it quotes, your property's information (or each hotel in your chain), and the extra information. Automatic follow-ups: win back guests who stop replying When a guest stops replying, the assistant sends a follow-up to restart the conversation: how it works, how to set the timing, and why sometimes it doesn't go out. Quote carousel on WhatsApp Your quotes go out as cards with a photo, a price and tappable buttons instead of a long text with loose photos: what the guest sees, what you need to turn it on, and when the classic format is used. Reduced response mode Meta charges for every message your assistant sends. With this mode it sells just the same, using fewer messages: straight to the price, quotes as cards, photos in a single image and the name written inside the photo. Quick Training: teach the assistant what it couldn't answer Which questions show up in Training, why the list may be empty, how to answer them from the chat or from the Training section, and what to do to improve the answers the assistant already gives.
Payments
WeSpeak Payments Charge reservations through the chat with a payment link: what has to be ready before you start, which integrations it works with, how to activate it, the reservation balance, the assistant's booking mode and how to test it. Set up your reservations page The Payments configuration section: the payment methods the guest sees, the deposit and the cancellation policy, the hotel data and the notifications for each reservation. Connect your payment methods How to connect Stripe, Mercado Pago, PayPal, PayU and Wompi, the card guarantee and the manual methods (bank transfer, payment link and pay at the hotel), and what each one needs. Payment policies, deposits and taxes How much is charged at booking: each rate's payment policy with WeSpeak Rates, the deposit, taxes and the currency of the charge. The payment link and what the guest sees How the payment link is generated —the assistant sends it or your team creates it with the $ quoter— and what the guest sees from opening it to the confirmation. The Reservations section Follow up every WeSpeak Payments reservation: the list, the filters, the details, how to record payments, the reservation and payment statuses and the sync with your PMS.
Channels
WhatsApp The official WhatsApp connection with Meta: how to connect your number, what the statuses mean, the 24-hour window, and approved templates. Problems with WhatsApp What to do when WhatsApp disconnects, the API option appears grayed out, Meta places a restriction, "Name does not exist" shows up, or the assistant stops replying. Disconnect WhatsApp API and free up your number How to delete your number from Meta's official API so you can use it in the WhatsApp app again: which account to use, the step-by-step in WhatsApp Manager, why Meta may block the deletion (the 30-day rule or an outstanding balance), and what happens in WeSpeak. Email Manage your business's email from WeSpeak: how to connect your inbox (Gmail, Outlook or another provider), and what you can do with email threads. Messages to Brazilian numbers (+55) Why Meta blocks messages from foreign businesses to Brazil (error 130497), how to unlock it with Business Verification and what alternatives you have in the meantime. Instagram Receive and reply to Instagram direct messages from WeSpeak: how to connect your account step by step (with screenshots), what to check if something fails, and what limits the platform sets (7-day window, no quoting). Facebook Messenger Receive and reply to your Facebook page's messages from WeSpeak: how to connect the page and what the channel supports. TikTok Receive and reply to TikTok direct messages from WeSpeak: how to connect your TikTok Business account, what the channel supports and what limits TikTok sets. Use several numbers and pages at once (multichannel) Connect several Facebook pages, Instagram accounts, WhatsApp numbers, and email inboxes in a single account, with a name for each one and without conversations getting mixed up. Quoting and deleting messages: what each channel allows Not all channels allow the same things: what you can quote and what you can delete on WhatsApp, Instagram, Facebook, TikTok, email, and Chat Web. WhatsApp costs (Meta) What Meta charges for WhatsApp today, what changes on October 1, 2026 (your assistant's messages start to have a cost), the free allowance of 1,000 messages per number, the 72 free hours from ads and from your Facebook Page's WhatsApp button, what happens if you don't load a payment method, what happens if your number ended up in coexistence mode and where to check your usage in Meta, step by step. Chat Web: the WeSpeak widget for your hotel's website What Chat Web (WeSpeak's website chat widget) is, how to turn it on from Channels, how to customize it and how your team handles it: a chat bubble on your site, answered by the same assistant as WhatsApp, with quotes on cards, photos, location and contact capture. Chat Web: website installation guide For whoever manages the hotel's website: where to paste the WeSpeak Chat Web code (in the HTML, with Google Tag Manager, WordPress, Wix and other platforms), how to open the chat from your own button, how to check that it works and what to review if it doesn't show up. Floating WhatsApp button for your website: setup and customization For the hotel and whoever manages its website: what WeSpeak's floating WhatsApp button is, how to create it in Channels → Tools, where to paste the code, how to change its image (for example, to the hotel's logo) or its size and how to add text by editing the HTML, and how it differs from Chat Web. How to add or change the WhatsApp payment method in Meta Step by step, with screenshots, to load a card on your Meta WhatsApp Business account (the one that pays for templates and, from October 2026, your assistant's messages): where the payment settings are, which billing details Meta asks for, how to change a card that's already loaded, and what to check if Meta rejects it. How to verify your business on Meta Step by step, with screenshots and a video, to verify the hotel's business portfolio on Meta: which tax details to enter, where verification lives in the Security Center, what to do if the option is not shown, which documents Meta asks for and the answers to the most common questions.
Reports & analytics
Artificial intelligence statistics The Dashboard's main view: how much the assistant works, how much it resolves on its own, how many quotes it generates, and how much time it saves you. Booking statistics The payments funnel: payment links generated, confirmed bookings, capture and close rates, confirmed revenue, and overall conversion. User statistics Your human team's performance: assigned, won, and lost conversations, messages sent, and the comparative table by user. Business Intelligence statistics The Dashboard's analytics section: average ticket, ADR, lost demand, demand calendars, funnel, lead attribution, and activity heatmap. Conversion Pixel Detect which bookings in your booking engine started as a WeSpeak conversation: what your engine needs to support, how to install the code, how to run the test booking, and how to read the numbers.
Funnel & leads
Funnels The board where you see all your contacts by sales phase: how drag and drop works, the Won, Lost and Archived statuses, how to set up your phases, and how the AI works moving the leads. Contacts The list of all your contacts: how to add one by hand, import from Excel, filter, export, and how each contact connects with its chat and the funnel.
Campaigns & marketing
Bulk messages (campaigns) Send the same message to many contacts over WhatsApp: how to create a campaign, choose the audience, WhatsApp's limits, and how to measure who replied and which bookings it brought in. WeSpeak Tracker What WeSpeak Tracker is and how to read it: where your customers come from (Meta Paid Ads, your Owned Channels with links, or direct traffic), how to connect Meta Ads by signing in with your Meta account, and how the optimization improvement feeds signals back to your campaigns.
Integrations
Get to Know WeSpeak Rates Create and manage your rates so the assistant quotes with real prices and availability: the Rates screens, the creation wizard, restrictions, derived rates, taxes, how to test before you sell and which type of connection is best for your hotel. WeSpeak Rates for Channel Managers The recommended scenario: your Channel Manager (Channex, RoomCloud, Amadeus…) sends prices and availability to WeSpeak automatically, and chat bookings flow back to your central system. WeSpeak Rates with PMS Connect your PMS (like Cloudbeds) so the assistant checks availability live and chat bookings flow directly into your system. Cloudbeds Integration Connect Cloudbeds to WeSpeak in four steps: the assistant checks rooms, rates and availability live, and sends chat bookings directly to your PMS. Learn how to renew an invalid authorization, too. WeSpeak MCP Connection Run WeSpeak from Claude or ChatGPT web: conversations, leads, metrics and your assistant's knowledge — what the WeSpeak MCP connector is, how to connect it, what each role can do, and examples of the reports, stats and tasks you can ask it for. WeSpeak Rates without a PMS or a Channel Manager The third connection type: WeSpeak is your system. You load rooms, prices and inventory here and sell over chat with no external system — the only connection where you edit availability from WeSpeak. Custom integration (your own API) If your hotel runs its own system, connect it through an API: you expose two endpoints in the WeSpeak format, and the assistant quotes with your live prices and loads chat reservations into your system.
Voice & telephony
WeSpeak Voice Answer and make calls from the browser, with recording, history, AI transcription and summaries, and a voice assistant that answers 24/7: what WeSpeak Voice is, how it connects, how you pay for it and how it's used. Buy numbers Buy a virtual number from Extras to receive and make calls with WeSpeak: what's included and what it costs, search by country, activation, required documentation, notices, and how to disconnect or cancel it. Call flows Define what happens when someone calls your numbers: who answers and how it rings (everyone at once, in order or round robin), options menus (IVR), forwarding to another number, WhatsApp follow-ups and the AI voice assistant as a fallback.
Account & billing
Subscription, billing and usage What counts as a conversation on your plan, where to see your monthly usage and your invoices, how your plan is charged, how to buy extra conversations and how renewal or cancellation works. How can I buy services? What WeSpeak Extras are and how to add services to your subscription: you choose the service from the catalog (translator, WeSpeak Tracker, calls, rates, payments, packs and more), pay online and it activates on your account. Invoices and billing email Where to view and download your invoices, how to check whether your plan was charged, which email receives the payment notices, how to change it and how to give access to the person who handles payments. Types of consumption in WeSpeak How each thing is consumed in WeSpeak: when a conversation counts and when the counter resets, how extra packs work, the Voice call credit, the onboarding pack, and subscription modules like Campaigns, WeSpeak Tracker or MCP. Service hours In-depth 2-hour training sessions with our team, beyond the training sessions included in your implementation and your Account Manager's support. Bought from Extras, in 2-hour blocks. Cancellation request The form in the panel is the only official channel to cancel your subscription: who can request it, the 6 steps, what happens as soon as you submit it, how long you keep access and what happens to your channels, numbers and data. If your plan includes the money-back guarantee, during its first 60 days the button you'll see is Request Guarantee, and that request registers the cancellation too. Guarantee request How the Money-Back Guarantee works: during the first 30 days you can request a refund of your subscription from the platform for any reason, with nothing to prove beyond that reason; between day 31 and 60, only with verified technical failures. While the guarantee applies (the first 60 days of the plan) it's the only exit button you'll see, and the request registers your cancellation too. Who can request it, the deadlines, the form step by step and what happens next.
Settings & team
Permissions and Roles How to invite your team from the Team section, what each role can do (Administrator, Supervisor, User) and what to do if someone can't log in. Notifications Choose which of your team's emails receive each type of notice — assistant stopped, channels, reservations, incidents and more —, pause an email without deleting it, and check the alerts inside the panel. Multi-account Manage several accounts or organizations with a single user and switch between them from the sidebar, without logging out.