All terms

Speed to lead

Speed to lead is the time between a guest’s first message, call or form and the hotel’s first real reply.

How to measure it

Measure from the time of the guest’s first message to the first reply that was actually sent, not an automatic “we have received your message”. Report the median as well as the average, because one enquiry answered two days late hides inside an average.

Split it by channel and by hour. A desk that is quick at 11:00 can be slow at 23:00, and the night is when guests in other time zones are awake and planning.

Why it matters

A guest planning a stay can write to several hotels on the same evening. The first useful answer is the one the others are compared with.

Where Wizorks shows it

Insights › Performance shows first response time by day and sorts each conversation into Within target, After target or Beyond acceptable limit, against the targets you set. It counts replies from the AI and replies from your team separately.

Response SLA

A response SLA is the reply time a hotel commits to for a kind of message, with a limit after which a reply counts as late.

Revenue leakage

Revenue leakage is the booking value a hotel loses after a guest has already asked to stay: the enquiry was never answered, answered too late, never followed up, or dropped after the price was sent.

WhatsApp 24-hour window

The WhatsApp 24-hour window, which Meta calls the customer service window, opens when a guest messages or calls a business on WhatsApp and restarts each time they write again; while it is open the business may send any reply, and once it closes only an approved template message can be sent.

Watch it answer a real enquiry from your property.

Thirty minutes on a call, with your own channels and rates on the screen, and no contract at the end of it.

PMS live + Mews in certification
2
Live channels
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Days to go live
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