Your sign-up includes initial training and getting the assistant up and running. Service hours are time from our team for what comes next: additional platform training and the Meta Business and WhatsApp Business setup.
In short
| Question | Short answer |
|---|---|
| Where do you buy them? | From the Extras module, in your WeSpeak panel. |
| How are they used? | In 2-hour blocks, in packs of 2, 6 or 10. |
| Starting when? | After the initial training included in your sign-up. |
What they're for
Service hours cover what comes after sign-up, and go toward one of these two things.
Additional training
In-depth training on the full tool, for one or several people: new team members, or features you want to use to the fullest. The initial training in your sign-up is free; these sessions are the ones that come after.
Meta Business and WhatsApp Business
Creating and configuring the business portfolio, business verification, connecting your WhatsApp number and support throughout the implementation, with you on the call.
How they're bought and how they're used
Hours are sold in packs of 2, 6 and 10 hours from the Extras module in your panel. There you'll see current prices and the discount that applies if you're on an annual plan.
The minimum block is 2 hours and all usage is billed in multiples of 2. This means we don't schedule standalone 45-minute sessions and minutes aren't banked separately: each activity takes up a full block.
Hours you don't use don't expire and stay available in your balance for the next session. You can add packs whenever you want: they stack on top of the balance you already have.
How it works
From buying the pack to closing the session:
- You buy the pack. You choose 2, 6 or 10 hours from the Extras module and confirm payment.
- You choose what it's for. You tell us whether you'll use them for additional training or for the Meta Business and WhatsApp Business setup.
- Your Account Manager schedules the session. You agree on the date, time, who takes part and what you'll work on. If it's a Meta session, they also send you the list of what you need to have ready.
- We run the session and your balance is updated. When it closes, the usage and your remaining hours are recorded.
Training sessions
Knowing how to use WeSpeak isn't charged separately. Your sign-up includes getting the assistant running and the initial training: we take care of that and it doesn't use up hours. These sessions are for later, when new people join or you want to go deeper.
What a session is
Complete training on the tool, not a demo or a one-off question. We go through the entire platform and stop on what your team will use every day:
- The assistant and its knowledge base: how to load it, how to correct it and how to test it.
- Day-to-day conversation management.
- The metrics and what to look at in each one.
- The modules you have active.
Why we don't do short sessions
We don't schedule 30- or 45-minute sessions. Half-finished training leaves the team halfway there: they know how to open the tool but not how to solve things with it, and they come back with the same questions as always.
That's why the minimum block is 2 hours, which is what it takes to go through the platform and practice on real cases from your operation.
💡 If yours is a one-off question, you don't need to buy anything: message support on WhatsApp and it gets solved there, without using up hours.
Who takes part
It can be one person or several: front desk, reservations, revenue or management. What's charged is the block of hours, not the number of participants, so bringing the whole team doesn't change the price.
It's best for everyone to attend the same session: each person asks from their own role, everyone hears the answers to the others' questions, and you avoid repeating the same training twice.
How it's arranged
The session is scheduled with your Account Manager. Before setting a date and time, you tell us:
- Who will take part and what role each person has.
- What you want to prioritize: a specific module you're interested in, or the full walkthrough.
- Whether there are concrete cases from your operation you'd like to solve live.
With that we prepare the session on your own instance and your own data, not on a generic example.
When it's worth asking for one
- New people join the team and you want them to start out knowing how to use the tool.
- You want to get more out of a module you're only scratching the surface of.
- You activated a new extra and want to see it in depth.
- The season ended, part of the team changed and you want to reinforce what was learned.
Meta Business sessions
This is the part that saves the most time. The session starts with everything ready on your side: if an access is missing or the number isn't released, the block gets used up waiting anyway.
Who takes part
- The person who has the access, not an intermediary. We need their name and their role.
- If the access is managed by an agency, the IT department or head office, that person joins the call or delegates the access beforehand.
Access ready to hand
- A working personal Facebook account with the session already logged in: it's the only way in.
- Keep in mind that this can't be done with Instagram.
- If you already use Meta Business, the exact name of the hotel's business portfolio. If you have several, which one applies.
- A WeSpeak user with permission to see the Channels section.
ℹ️ You use the credentials yourself during the call. At no point do you share them with us.
The WhatsApp number
- The number you'll operate with, in international format.
- It must not have WhatsApp active, neither personal nor Business: if it's already registered, Meta blocks the connection.
- It must be able to receive an SMS or a call during the session, and someone needs to have the phone at hand at that moment.
Business details
- The hotel name exactly as you want it to appear, without special characters: Meta rejects names with symbols or unclear names.
- Address, phone and country.
- A valid website that's online.
- The display name of the WhatsApp account, which is what your guests will see. Best to decide it beforehand and not during the call.
Background
- Whether a WhatsApp Business account was already created before, so the setup isn't duplicated.
- Whether the account was ever restricted or blocked by Meta.
- Whether you want to add your team's users to the portfolio, with their emails.
What the session doesn't cover
⚠️ Three things fall outside the contracted block. Best to resolve them before scheduling.
- Recovering accounts restricted or blocked by Meta. It's a procedure that depends on Meta and is resolved outside this session.
- Releasing a number already registered to another account. The removal has to be done beforehand: it isn't part of the contracted block.
- One-off questions and changes you can make yourself. Routine adjustments and day-to-day questions are resolved from your panel or with support on WhatsApp, without using up hours.
Buying hours
Go to the Extras module from your WeSpeak panel and choose the pack of 2, 6 or 10 hours. If you're unsure how many hours you need for what you want to do, message your Account Manager before buying and you can work it out together.