Your implementation includes getting the assistant up and running and up to three training sessions, more than enough for your team to implement WeSpeak and use it well. Service hours are for what comes next: in-depth 2-hour training sessions with our team, beyond the everyday support of your Account Manager.
In short
| Question | Short answer |
|---|---|
| Where do you buy them? | From the Extras module, in your WeSpeak panel. |
| What are they for? | In-depth training on the platform for your team, prepared on your own operation. |
| How are they used? | In 2-hour blocks, in packs of 2, 6 or 10. |
| Starting when? | After the training sessions included in your implementation. |
What they're for
For in-depth training: complete training on the tool, for one or several people. New team members, a module you want to master, or real cases from your operation you want to solve live with our team.
What your plan already includes doesn't use up hours: getting the assistant up and running, the training sessions of your implementation and your Account Manager's day-to-day support.
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 training 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 request the session. From your panel you tell us how many hours you'll use and what the training is for: what you want to prioritize and who takes part.
- We arrange the session with you. Your Account Manager validates the request and you agree on the date, time, who takes part and what you'll work on.
- We run the session and your balance is updated. When it closes, what was done is recorded and emailed to you along with the hours you have left.
Training sessions
Knowing how to use WeSpeak isn't charged separately. Your implementation includes getting the assistant running and up to three training sessions: 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 your Account Manager or 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.
What the hours don't cover
⚠️ Service hours are for training. Everything else is already covered by your plan and doesn't use up hours.
- One-off questions and day-to-day adjustments. You resolve them from your panel, with your Account Manager or with support on WhatsApp, without using up hours.
- What your implementation includes. Getting the assistant up and running and up to three training sessions come with your plan.
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.