How Spabreaks.com turned WhatsApp into a scalable, always-on sales channel

Spabreaks.com is one of Europe’s leading spa travel agencies, operating as a marketplace across the UK and Ireland. They specialize in wellness-focused packages ranging from single spa sessions to multi-day luxury retreats, often including hotel stays, treatments, and spa access.

Spabreaks.com initially considered Trengo to manage WhatsApp sales enquiries, aiming to respond faster, handle growing demand, and help sales focus on the right leads. During this process, they also identified delays in post-booking support, as the support team wasn’t using Trengo and urgent cases weren’t always prioritised. AI was introduced to improve these post-booking responses, but its role later expanded into a Sales AI agent that also pre-qualifies leads before handing them to the sales team.

Challenge: Slow responses & manual qualification

WhatsApp had become an important sales channel for Spabreaks.com. Covering everything from new bookings to general questions and post-sales requests. This created a few challenges:

• Around 2,000 WhatsApp conversations per month were handled manually
• Many inquiries arrived with incomplete information, delaying quotes
• Post-sales questions frequently landed in the sales inbox, rather than with support
• The team was not available outside business hours

Without automation, response times were often measured in hours. Leads reaching out in the evenings or on weekends were missed entirely. There was no instant acknowledgement, which negatively impacted customer experience and conversion.

The Solution: Centralised WhatsApp sales with Trengo

Spabreaks.com implemented Trengo to centralise and automate WhatsApp sales conversations. Rather than changing everything at once, they focused on two core outcomes: better lead qualification and faster response times.

Smarter lead qualification from the first message

When a customer now contacts Spabreaks.com on WhatsApp, they receive an instant response. The system sets expectations and classifies the conversation automatically into:

• New booking
• Existing booking / post-sales
• General exploration

For new booking requests, a Journey collects the information the sales team needs upfront, such as destination, length of stay, and number of guests. Conversations are handed over with a clear summary and priority labels, so agents can move straight to quoting.

24/7 speed-to-lead on WhatsApp‍

WhatsApp is now effectively always on. Every inquiry receives an immediate acknowledgement, regardless of time or day.

For customers still exploring, a Virtual Sales Agent provides relevant suggestions pulled from the Spabreaks.com website. This keeps leads engaged and informed until an actual sales agent takes over, without slowing the team down.

Post-sales and general questions are handled or redirected automatically, keeping the sales inbox focused.

Results: Faster responses, better focus, less manual work

The impact of automation on the sales team was immediate.

• ~1,000 of the 2,000 monthly WhatsApp conversations are now partially handled by AI, reducing manual work for the team. 
• 9% conversion rate from conversations where the virtual AI sales agent provided additional information to interested guests.
• Sales agents receive structured, ready-to-quote conversations
• Hot leads are prioritised without manual sorting
• Customers get instant responses at any time of day

WhatsApp has shifted from a reactive channel into a structured sales flow that scales without adding headcount.

“WhatsApp has become a much more effective sales channel for us. With Trengo qualifying leads and responding instantly, our team receives structured conversations that are ready for a quote. That speed-to-lead has made a real difference in how quickly we can convert enquiries.”

Key takeaway

What started as a support-first AI initiative became a sales transformation. By using Trengo to automate lead qualification and deliver instant speed-to-lead on WhatsApp, Spabreaks.com created a more efficient sales operation and a better customer experience. The sales team now spends time on high-intent conversations, while automation handles triage, first response, and exploration, all from a single inbox.

‍

‍