The WeSpeak implementation is included in your plan, at no extra cost, and our team does it: we gather your hotel's information, build the assistant, integrate your booking engine and show it to you working so you can approve it. On your side there are few things, but important ones. This guide walks you through the whole path, stage by stage.
In short
| Question | Short answer |
|---|---|
| When does it start? | When the payment is confirmed. From that moment the system assigns your Account Manager. |
| Who does it? | Our team builds and configures the assistant. Your Account Manager leads the process and is your single point of contact. |
| How long does it take? | The stages that depend on us are completed in about one business week. The WhatsApp connection is done by your hotel, with our support, and sets when you go live. |
| What can delay it? | Almost always, two reasons on the hotel's side: the Meta account and your company documents are not in order when it is time to connect WhatsApp, or the people in charge of the onboarding reschedule sessions or do not complete on time the tasks we ask of them (for example, testing the assistant or reviewing the documentation we send them). To avoid it, it is best to get your Meta account ready from day one. |
| What do we need from you? | The assistant's name, language and tone; your booking engine credentials; your approval in the validation session; and a Meta Business account ready to connect WhatsApp. |
| Does it have a cost? | No. Getting the assistant up and running and the three meetings of the implementation come with your plan. |
The handoff from Sales to Operations
Your first contact with WeSpeak was your sales representative. When the payment is confirmed, we do a formal handoff to Operations in a short meeting, about 15 minutes, led by your sales representative:
- They introduce you to your Account Manager, the person responsible for your account from that day on and throughout the relationship.
- They go over what was agreed in the sale with both of you: who your hotel is and what it needs to solve, your stack (PMS, booking engine and channel manager), the plan and scope you signed up for and your team's contacts.
- Your Account Manager receives that full context and takes over your account. You do not have to tell your story again.
In that meeting we do not configure anything or ask you for forms. The little that is needed, such as your booking engine credentials, your Account Manager asks you for in a call.
💡 Behind your Account Manager there is a technical specialist who builds your assistant and integrates your booking engine. You do not need to talk to them: everything goes through your Account Manager. More on how we support you in WeSpeak Support.
The path, stage by stage
D+0 is the day of the handoff meeting and days are business days. We do the first three stages; your team does the fourth, with our support.
| Stage | When | What happens | On your side |
|---|---|---|---|
| 1. Introduction | D+0 | Handoff meeting: you meet your Account Manager and we go over what was agreed. | 15 minutes on your calendar. |
| 2. Building your assistant | D+2 | We gather information from your website and your hotel, create the assistant in the platform, load rooms, services, schedules, prices and policies, and connect your booking engine. | The assistant's name, language and tone, and the engine credentials. |
| 3. Validation and training | D+6 | We show you the configured assistant in a recorded session, give you a tour of the platform and explain how to test and configure your assistant. It is the first of the three meetings of your implementation. | One session and your approval of the content. |
| 4. WhatsApp connection | Depends on your hotel | You set up your Meta account and connect the number following our instructions and videos: it can be done 100% on your own. If needed at the end, we set up a support meeting. The connection is always through the official API. | A Meta Business account with a business portfolio and a payment method loaded, and a person with permissions to do the connection. |
| 5. Your assistant is live | Live | Your assistant starts serving your guests. Your Account Manager follows up. | Monitoring and suggesting improvements. |
Stage 1 · Introduction (D+0)
The handoff meeting described above. The next day your Account Manager calls you to introduce themselves as your point of contact and tell you how the process continues.
Stage 2 · Building your assistant (D+2)
We build your assistant together: we do the work of gathering and loading; you confirm what only your hotel knows.
| We do | On your side |
|---|---|
| We gather information from your website and your hotel's public information, in the language of your market (Spanish, English or Portuguese). | We start from what you already gave us during the sale. |
| We load rooms, services, schedules, prices and policies in Knowledge. | You confirm the name, language and tone of your assistant: how you serve guests today and how you want it to sound. |
| We create your assistant in the platform and integrate your booking engine so it quotes with real availability and prices. | You give us the credentials of your booking engine (user, API key or hotel code, depending on the system). |
| We review the whole configuration before showing it to you: we test quotes for different dates and room types, verify currency and taxes and set up when the assistant hands over to a person. | When it is ready, you review it together in the validation session. |
ℹ️ What is not loaded cannot be answered. If your hotel has policies that vary by season, services with a cost or special conditions (pets, children, early check-in), tell your Account Manager at this stage: every missing detail is a question the assistant will hand over to your team.
Stage 3 · Validation and training (D+6)
It is the first of the three meetings included in your implementation: the setup and training one. In a recorded video call, your Account Manager shows you the configured assistant: how it answers, how it quotes and how it books. We try it together live with a few cases; there is no need to review everything during the session, because afterwards your team tests it at its own pace.
After the session, we ask your team to run their own tests in the test chat of the Knowledge section: a simple quote, a query with dates and number of guests, a general information question, something that is not loaded (it must hand over, not make things up) and, if the integration is active, a full booking. Report any error to your Account Manager and we adjust it.
The other two meetings are for later: one for training, to go deeper into using the platform, and one for questions or help with the connection of WhatsApp, if you need it. Between sessions we stay in touch by email, phone and WhatsApp.
💡 Have your whole team join. Bring everyone who will use WeSpeak to each meeting: we do not repeat the same meeting for different groups (for example, half the team in one and the other half in another). If someone joins later, their training is bought as Service hours.
Stage 4 · WhatsApp connection (done by your team)
It is the only stage carried out by your hotel, because the number and the Meta account are yours. It goes through the official Meta API, not a QR code: it does not drop and does not depend on a phone being on. You can do it 100% on your own, without needing our help: we email you step-by-step instructions and videos, in your language.
The order is:
- First, set up your Meta account. A Meta Business account with a business portfolio and a payment method loaded, and a number without active WhatsApp (neither personal nor Business), or the migration of your current number.
- Then, connect the number following the instructions. It is done by a person with admin permissions in Meta.
- Last, only if needed, a meeting. If you get stuck at any step, we set up a short meeting and help you finish the setup. That is what the third meeting of your implementation is for, the one for questions or help with the connection, at no extra cost.
Meanwhile, we support you with specific questions by WhatsApp and follow up every 48 hours until you are connected. Answering that follow-up keeps the go-live on track.
The guides in this help center serve as a reference: WhatsApp, How to verify your business on Meta, How to load the payment method on Meta and WhatsApp costs (Meta).
⚠️ If we cannot reach you. If after three contact attempts and the email with the instructions the connection does not move forward, we escalate by email to the person who signed up for the subscription. Your account stays active and the follow-up continues, but keep in mind that the plan runs from the payment: the sooner you connect, the sooner you see value.
Stage 5 · Your assistant is live
With WhatsApp connected, your assistant starts serving your guests and your implementation is completed. From Chats you see conversations live and can step in whenever you want; the assistant pauses in that conversation so it does not step on human attention.
After the implementation: follow-up
Onboarding does not end when you go live. Your Account Manager remains your point of contact to review how it is working, collect your feedback and resolve friction, and your sales representative contacts you during the first month to hear how the process went.
For any question you have the usual support: WhatsApp, email, video call and phone, during the hours in WeSpeak Support.
What is included and what is not
| Included in your implementation | Not included |
|---|---|
| The complete setup of the assistant: gathering information, loading knowledge, configuring tone and language, integrating the booking engine. | In-depth trainings after the implementation: bought as Service hours, in 2-hour blocks. |
| Three meetings: setup and training, training, and questions or help with the connection. | Third-party costs, such as Meta's charges for WhatsApp conversations. |
| The instructions and support to configure Meta and connect WhatsApp. If you need a support meeting, it is the third of your implementation meetings. | Integrations with systems we do not support today: they are evaluated as a request to Technology, with their own timelines. |
| Your Account Manager's follow-up afterwards. | The setup of WeSpeak Payments, which has its own onboarding pack (see Consumption types). |
Frequently asked questions
Do I have to load the hotel's information myself?
No. We gather and load it from your website and from what you gave us during the sale. You confirm what only your hotel knows and validate the result in the training session.
Can I keep using my current WhatsApp number?
Yes, it is migrated to the official Meta API and you keep the number. What cannot coexist is the QR connection with the API: it is one or the other, and in WeSpeak the connection is always through the API.
What if my booking engine or PMS is not integrated?
Your Account Manager channels it as a request to Technology. A new integration can take from one week to several months depending on the system, and for API integrations the clock starts when the provider grants us access. In the meantime, the assistant can serve guests and inform without quoting in real time.
When do the plan and the warranty start running?
The plan runs from the confirmed payment. If you signed up for an annual plan with the Money-back warranty, its 30 days count from the handoff meeting. The 3-month minimum term counts from the start of the implementation.
What if I need more than three meetings?
The three implementation meetings come with your plan; from the fourth one on, trainings are bought as Service hours. One-off questions never consume hours.
Can I activate other channels during onboarding?
Yes. Instagram, Facebook Messenger, TikTok, Email and Web Chat are connected from Channels whenever you want; your Account Manager guides you. WhatsApp is the main channel, which is why it is the one we support during the implementation.