Signing up for WeSpeak is not just switching on an assistant: it is adding a team that supports you from day one. This guide explains who helps you, through which channel, at what hours and what to expect in each case, so you always know who to write to.
In short
| What your plan includes | Details |
|---|---|
| Dedicated account manager | An Account Manager assigned from day 1, responsible for your account throughout the relationship. |
| Training and customization meetings | Getting the assistant up and running and three meetings included in your implementation: setup and training, training, and questions or help with the WhatsApp connection. |
| Support channels | WhatsApp, email, video call and phone. |
| Human support | Business days, Monday to Friday from 9:00 to 18:00 (UTC−3), Argentina time. |
| AI agent support | 24 hours a day, 365 days a year, through the support WhatsApp. |
| Weekend urgencies | Urgent support on weekends, under the applicable conditions (see below). |
| Help center | Guides for the whole platform at wespeak.pro/en/docs, available 24/7 in Spanish, English and Portuguese. |
Your Account Manager: one person responsible for your account
As soon as your payment is confirmed, the system assigns you an Account Manager. They are your point of contact for everything: they lead your onboarding, show you the assistant in the validation session, support you through the WhatsApp connection and, once you are live, keep following up on your account.
- They do not change hands. They answer for your account from start to finish.
- Everything goes through them. Behind them is a technical team that builds your assistant, integrates your booking engine and resolves incidents, but you do not need to talk to each person: your Account Manager coordinates and gets back to you.
- They know you. They know what you signed up for, which integrations you have and what you agreed with your sales representative, because they receive that context in the formal handoff from Sales to Operations.
You will find their name, photo and email in the Support button of your dashboard and in Billing, on the Contact your account executive card.
Training and customization meetings
Learning to use WeSpeak is not charged separately. Your implementation includes:
- Getting the assistant up and running. Our team gathers your hotel's information, loads rooms, services, schedules and policies, sets the assistant's tone and language and integrates your booking engine.
- Three meetings with your team. One for setup and training, which is the validation session, where you see your assistant configured and learn how to test it; 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.
Our commitment is that your team learns to use the tool: we train and coach them during the implementation, and you do not go live until you approve it.
💡 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.
Service hours: when you want to go deeper
There are times when a training goes beyond what the implementation covers: new people join the team and you want them to start knowing how to use WeSpeak, you want to train the whole team again after the season, you activated a module or an extra you want to master, or you have real cases from your operation you would rather solve live with our team. That is what Service hours are for.
- They are in-depth 2-hour training sessions, prepared on your own instance and your data, for one or several people.
- They are bought from Extras in your dashboard, in packs of 2, 6 or 10 hours, and the hours you do not use never expire.
- They are scheduled with your Account Manager, who validates the request and agrees with you on the day, time, participants and what will be covered.
💡 Hours are for training only. One-off questions, day-to-day adjustments and the three meetings of your implementation (including help connecting WhatsApp) never consume hours: your plan already covers them. If you are not sure whether what you need calls for a session, write to your Account Manager and estimate it together.
Contact channels
| Channel | What it is for | How to reach it |
|---|---|---|
| Support WhatsApp | The fastest way for questions, incidents and day-to-day adjustments. Outside human support hours, the AI agent assists you. | Support button in your dashboard, or the support number your Account Manager shares with you. |
| Questions that need detail, attachments or a formal record. It is the channel through which we schedule sessions and send you instructions. | soporte@wespeak.pro | |
| Video call | Training sessions, customization meetings and help connecting WhatsApp or solving a case that is best seen on screen. | Scheduled with your Account Manager, by email or WhatsApp. |
| Phone | When something needs to be solved on the spot. | Your Account Manager calls you; if you need a call, ask for it by WhatsApp or email. |
ℹ️ For billing and payments write to finanzas@wespeak.pro. To request a new feature or an integration that does not exist today, talk to your Account Manager: they channel it to the Technology team with the information needed to evaluate it.
The Support button in your dashboard
In the header of the Dashboard you have the Support button. When you open it you see your Account Manager's card and a short form (category, what happened and why you are reporting it). When you submit it, two things happen: an incident is logged in our system, with your Account Manager assigned and the team notified, and WhatsApp opens with the report already written, so you can send it without explaining anything again.
It is the recommended way to report a problem: it is logged with a date, an owner and follow-up.
The help center: wespeak.pro/en/docs
Before writing to us, many answers are already published. At wespeak.pro/en/docs you have the WeSpeak help center: step-by-step guides for the whole platform, organized by topic and available around the clock, in Spanish, English and Portuguese.
- How to use each module: chats, assistant knowledge, channels, campaigns, funnels, reports, payments, voice.
- How to connect and configure: WhatsApp and Meta, Instagram, Facebook, Web Chat, integrations with your PMS or booking engine.
- Account and billing: plans, consumption, extras, warranty and cancellation.
- Processes with our team: this support guide and the onboarding guide.
Our team maintains it and updates it with every new feature. If you cannot find what you are looking for, write to us on the support WhatsApp: the AI agent knows these same guides and points you in the right direction on the spot.
Support hours
Human support
Our team works on business days in Argentina, Monday to Friday, from 9:00 to 18:00 (UTC−3). During those hours, people answer through every channel: WhatsApp, email, video call and phone.
ℹ️ If you are in another time zone, keep the difference in mind. For example, 9:00 to 18:00 in Argentina is 6:00 to 15:00 in Mexico City and 14:00 to 23:00 in Madrid (European summer time).
AI agent support, 24/7
On the support WhatsApp, an AI agent assists you 24 hours a day, 365 days a year. It knows the platform and your account, answers questions about how to use WeSpeak on the spot, checks configurations and, when the case calls for it, logs the incident and hands it over to a person on the team to pick up during the next support hours.
While a person on the team is handling your conversation, the agent does not step in: you will not get two voices in the same thread.
Weekend urgencies
On weekends we handle urgencies, under the conditions applicable to your contract (see the terms and conditions). We consider an urgency anything that prevents your assistant from serving your guests: the WhatsApp channel disconnected, the assistant not answering or an integration down.
Write it on the support WhatsApp: the AI agent receives it, logs it as urgent and escalates it to the team. Non-urgent questions (a usage question, a knowledge adjustment, a training) are picked up on the next business day.
What to ask through each channel
Not everything you need is a technical problem. Telling them apart helps us solve it faster:
| What you need | What it is | Who to ask |
|---|---|---|
| Something broke or does not work as it should | An incident | Support button in the dashboard or support WhatsApp. It is logged and followed up. |
| You want to buy or change something we already offer (plan, a module, a pack, a training) | An order | Your Account Manager, or directly from Extras in your dashboard. |
| You need something that does not exist today (a feature, an integration with your PMS or engine) | A request to Technology | Your Account Manager channels it. It is evaluated before any commitment: sending it does not mean it will be built. |
| A usage question | A query | First the help center, available 24/7; if it is not there, the support WhatsApp. |
⚠️ Cancellation and warranty only from the dashboard. A message to support or to your Account Manager does not register a cancellation or a warranty request: the only official channel is the form in Billing. How it works in Cancellation request and Warranty request.
How to report a problem well
The more specific the report, the faster the solution. When you write to us, include:
- What happened and when, with an approximate date and time.
- Where: the channel (WhatsApp, Instagram, Web Chat…), the conversation or the guest affected.
- What you expected to happen and what happened instead.
- A screenshot if the problem shows in the dashboard.
Written reports to support are logged as incidents. That matters, for example, for the Money-back warranty, which between day 31 and day 60 requires documented incidents.
Frequently asked questions
Can I talk directly to the person who configures my assistant?
Your Account Manager coordinates the technical team and gets back to you. If a case calls for it, they bring a specialist into the video call.
Do the meetings and trainings have a cost?
Those included in your implementation do not: getting the assistant up and running and the three meetings (setup and training, training, and questions or help with the connection). In-depth trainings afterwards are bought as Service hours.
I wrote outside support hours, will I get an answer?
Yes: the AI agent assists 24/7 on WhatsApp. If what you ask needs a person, it logs the incident and the team picks it up during the next support hours, or earlier if it is a weekend urgency.
Can I change my Account Manager?
The assignment is made by the system and reviewed by the Director of Operations. If you need a change (language, time zone or another reason), write to soporte@wespeak.pro and we will evaluate it.
How do I know who my Account Manager is?
You see them in the Support button of the dashboard and in Billing. They also appear in the confirmation emails we send you.