Frequently Asked Questions

Spoki is a comprehensive WhatsApp Business API platform that enables businesses to transform WhatsApp into a powerful channel for marketing, sales, and customer support.

With Spoki, you can:

• Automate communications: Send automated messages, create chatbots, and set up intelligent workflows

• Manage customer support: Multi-operator team management with ticketing system and conversation routing

• Increase sales: Recover abandoned carts, send payment requests, and manage your product catalog directly on WhatsApp

• Marketing campaigns: Send bulk messages to thousands of contacts with personalized templates

• AI-powered features: Leverage artificial intelligence to automate responses and qualify leads 24/7

• Integrate with your tools: Connect with over 4,000 platforms including CRM, e-commerce, and marketing tools

Spoki is an official Meta Tech Partner, guaranteeing reliability, security, and access to all official WhatsApp Business API features.

Yes, Spoki is an official Meta Business Partner (Tech Partner), which means:

• Direct partnership with Meta: We are officially recognized and authorized by Meta (Facebook/WhatsApp)

• Guaranteed reliability: Our platform meets Meta's highest standards for quality and security

• Priority support: Direct access to Meta's technical support for faster issue resolution

• Full feature access: Access to all official WhatsApp Business API features as soon as they're released

• Compliance guarantee: Our platform is always up-to-date with WhatsApp's latest policies and regulations

• Security certified: Your data and communications are protected according to international standards

You can verify our partnership status directly on Meta's official partner directory. This partnership ensures you're using a trusted, reliable platform for your business communications.

Spoki is a web-based platform accessible from any device with an internet connection:

Desktop Access: • Full-featured dashboard accessible from any web browser (Chrome, Firefox, Safari, Edge) • No software installation required • Complete access to all features: campaigns, automations, analytics, integrations • Optimized interface for managing multiple conversations simultaneously • Keyboard shortcuts for faster workflow

Mobile Access: • Responsive design optimized for smartphones and tablets • Manage conversations on the go • Receive real-time notifications • Quick reply functionality • Access to essential features while away from desk

Key Advantages: • Cloud-based: No need to keep your phone connected (unlike WhatsApp Web) • Multi-device: Access your account from multiple devices simultaneously • Team collaboration: Multiple operators can work on different devices at the same time • Always synchronized: All conversations and data sync in real-time across devices

You can log in anytime, anywhere at app.spoki.com

We offer support via chat, email, and detailed documentation to help you at every stage.

The WhatsApp Business App and the WhatsApp Business API (used by Spoki) are two completely different solutions designed for different business needs:

WhatsApp Business App: • Designed for small businesses and sole proprietors • Manual message management • Limited to 5 devices simultaneously • Maximum 256 contacts per broadcast • No automation capabilities • Free but with significant limitations • No CRM or integration support

WhatsApp Business API (Spoki): • Designed for medium to large businesses • Unlimited operators: Your entire team can manage conversations simultaneously • Unlimited broadcasts: Send messages to thousands of contacts • Advanced automation: Chatbots, automatic responses, intelligent workflows • CRM integration: Connect with your existing tools (HubSpot, Salesforce, etc.) • Analytics & reporting: Detailed statistics on your communications • No ban risk: Official API approved by Meta for bulk messaging • Cloud-based: No need to keep a phone connected • Multi-channel: Integrate WhatsApp with SMS, Voice, and other channels

When to use API: If you need to send more than 100 messages per day, automate responses, integrate with other tools, or have multiple team members managing conversations, the API is the right choice.

Yes, WhatsApp Business API through Spoki is fully GDPR compliant (General Data Protection Regulation).

Data Protection Measures:

• End-to-end encryption: All messages are encrypted by WhatsApp, ensuring only you and your customer can read them • Data minimization: We only collect essential data necessary for service operation • Right to access: Customers can request their data at any time • Right to deletion: You can delete customer data whenever requested • Data portability: Export your data in standard formats • Consent management: Built-in opt-in/opt-out mechanisms • Data processing agreements: We provide DPA (Data Processing Agreements) for all clients

Privacy Features:

• Opt-in required: Cannot send messages without explicit customer consent • Easy opt-out: Customers can unsubscribe with a simple command • Audit logs: Track all data access and modifications • EU data centers: Your data is stored in secure European servers

For detailed privacy information, consult our Privacy Policy.

Yes! With Spoki, you can use both WhatsApp Business App and WhatsApp Business API simultaneously on the same number—a unique feature that sets Spoki apart from other platforms.

Spoki's Dual Platform Integration:

✅ Use Both Platforms at Once: Integrate both WhatsApp Business App and API ✅ Keep Your Chat History: Save and sync conversations for up to 6 months ✅ Simple Onboarding: Quick setup with QR code scan—no complex migration ✅ No Data Loss: All your contacts and chat history are preserved ✅ Seamless Synchronization: Messages sync across both platforms in real-time

How It Works:

1. Quick Setup Process: • Open Spoki platform • Navigate to WhatsApp integration settings • Scan the QR code with your WhatsApp Business App • Authorize the connection • Done! Both platforms are now connected

2. Unified Experience: • Chat History: Access up to 6 months of conversation history • Contact Sync: All your WhatsApp contacts are automatically imported • Message Continuity: Conversations flow seamlessly between App and API • No Interruption: Continue using your WhatsApp Business App as usual

3. Best of Both Worlds:

WhatsApp Business App Benefits (Free Messages): • Send messages directly from your phone • Messages sent via the traditional app are not charged • Perfect for quick, personal responses • Mobile-first convenience • Familiar interface

WhatsApp API Benefits (Advanced Features): • Bulk messaging and campaigns • Advanced automation and chatbots • Multi-operator team management • Integration with CRM and e-commerce • Analytics and reporting • Template messages for promotions

Cost Advantages:

💰 Free messages from App: Messages you send through the traditional WhatsApp Business App are not charged—only API-initiated messages follow Meta's pricing 💰 Smart routing: Use the App for quick responses (free) and API for automation (paid) 💰 Flexible approach: Choose the most cost-effective channel for each use case

Use Cases:

For Small Businesses: • Handle urgent customer questions from your phone (App - free) • Automate order confirmations and notifications (API - paid) • Send bulk marketing campaigns (API - paid)

For Growing Teams: • Sales team uses App for quick lead follow-ups (free) • Support team uses API multi-operator platform (paid) • Marketing uses API for scheduled campaigns (paid)

Important Notes:

• 6-month history: Spoki preserves and syncs up to 6 months of conversation history • Contact management: All contacts are unified in Spoki's platform • No account deletion required: Unlike other solutions, you don't need to delete your WhatsApp account • No waiting period: Instant activation, no 24-hour delays • Reversible: You can disconnect at any time without losing data

Why This Matters:

Most WhatsApp API providers force you to choose one or the other, losing your chat history and contacts in the process. Spoki's dual integration gives you flexibility, cost savings, and complete data continuity.

Contact our support team to set up your dual platform integration today!

Yes! With WhatsApp Business API and Spoki, you can send bulk messages safely without the risk of getting banned, unlike the WhatsApp Business App.

Why the API is Safe for Bulk Messaging:

• Official Meta approval: Every message template must be pre-approved by Meta • Designed for business: The API is specifically built for bulk business communications • Quality monitoring: Meta monitors your message quality and user feedback • Rate limits based on trust: Your sending limits increase as you maintain good practices • No third-party tools: Direct integration with official WhatsApp infrastructure

How to Send Bulk Messages Safely:

1. Use Template Messages: • All promotional messages must use pre-approved templates • Templates are reviewed by Meta to ensure policy compliance • Include opt-out instructions in your messages

2. Respect Opt-in Requirements: • Never spam: Only send to users who have given explicit consent • Keep records of how and when consent was obtained • Honor opt-out requests immediately

3. Maintain Quality Rating: • Keep block rate low (< 2%) • Keep report rate low (< 0.5%) • Send relevant, valuable content • Respect timing (avoid late night messages)

4. Follow Sending Tiers: • Tier 1: 1,000 conversations/day (starting tier) • Tier 2: 10,000 conversations/day • Tier 3: 100,000 conversations/day • Unlimited: Possible with excellent quality rating

What Gets You Banned:

❌ Using unofficial WhatsApp mods or tools ❌ Sending spam to users who didn't opt-in ❌ High block/report rates ❌ Violating WhatsApp's Commerce Policy ❌ Sending prohibited content (adult, gambling, etc.)

Best Practices:

✅ Segment your audience for relevant messaging ✅ Personalize messages with customer data ✅ Monitor engagement metrics ✅ A/B test your templates ✅ Respect user preferences and feedback

With Spoki, our platform automatically manages these best practices to keep your account safe and your sending limits growing.

Opt-in is the explicit consent a user must give before you can send them WhatsApp messages. It's not optional—it's a legal requirement under both GDPR and WhatsApp's policies.

Why Opt-in is Mandatory:

1. Legal Requirements (GDPR): • You cannot send marketing messages without explicit consent • Consent must be freely given, specific, informed, and unambiguous • Pre-ticked boxes or implied consent are NOT valid • Penalties for violations can reach €20 million or 4% of annual revenue

2. WhatsApp Policy: • Meta requires proof of opt-in for all business messages • Accounts can be banned for sending unsolicited messages • Quality Rating drops with user reports and blocks

What Information to Collect:

• Customer's phone number • Date and time of consent • Method of consent (form, SMS, etc.) • What they consented to receive (newsletters, promotions, notifications) • How to opt-out

Managing Opt-outs:

You must provide an easy opt-out method: • Include "Reply STOP to unsubscribe" in messages • Respect opt-outs immediately • Remove opted-out users from your lists • Never message an opted-out user again

Spoki's Opt-in Features:

• Opt-in tracking: Automatically records consent date and method • Double opt-in: Optional confirmation step for extra security • Automatic opt-out handling: Users can unsubscribe with simple commands • List segmentation: Separate opted-in users from others • Compliance reporting: Proof of consent for audits

Pro Tip: Always maintain detailed records of how and when you obtained consent. In case of an audit or complaint, you'll need to prove you had permission to message each contact.

Understanding valid opt-in methods is crucial to stay compliant with GDPR and WhatsApp policies and avoid account suspension.

✅ Valid Opt-in Methods:

1. Website Forms: • Clear checkbox stating "I agree to receive WhatsApp messages" • Must be unchecked by default (not pre-ticked) • Specific mention of WhatsApp (not just "marketing messages")

2. SMS Campaigns: • "Reply YES to receive updates on WhatsApp" • Clear call-to-action with explicit consent • Document SMS opt-in timestamp

3. In-Store Collection: • Physical form or tablet where customer provides number and consent • Customer signature or digital acceptance • Store staff explains what they're signing up for

4. Phone Support: • Verbal consent recorded during support calls • Clear explanation of what they're consenting to • Documented in CRM with timestamp

5. QR Codes: • Customer scans code and confirms subscription • Landing page clearly explains what they'll receive • Requires active confirmation (button click)

6. Click-to-WhatsApp Ads: • User initiates conversation from Facebook/Instagram ad • User takes first action (clicks ad) • Implied consent through initiation

❌ Invalid Opt-in Methods:

1. Purchased Contact Lists: • NEVER buy phone number lists • No proof of consent • High spam report rate • Will get your account banned

2. Scraped Phone Numbers: • Taking numbers from websites, directories, social media • No explicit consent • Illegal under GDPR

3. Pre-checked Boxes: • Checkbox already ticked on forms • Not considered "freely given" consent • GDPR violation

4. Transferred Consent: • Using email opt-in for WhatsApp • "Since you're our customer, we'll message you on WhatsApp" • Each channel requires separate consent

5. Assumed Consent: • "We have a business relationship, so I can message them" • Past purchases don't equal WhatsApp consent • Must obtain explicit permission

Best Practices:

✅ Be transparent: Clearly state what users are signing up for ✅ Be specific: Mention WhatsApp explicitly, not just "messages" ✅ Make it easy to opt-out: Include STOP instructions in every message ✅ Document everything: Record date, time, method, and source of consent ✅ Use double opt-in: Confirm consent directly on WhatsApp (highly recommended) ✅ Regular audits: Review your contact lists regularly for compliance

Consent Language Examples:

Good: ☑️ "I agree to receive promotional messages from [Business] via WhatsApp. I can unsubscribe anytime by replying STOP."

Bad: ☑️ "I agree to marketing communications." (not specific enough)

Consequences of Invalid Opt-in:

• WhatsApp account suspension or ban • GDPR fines up to €20M or 4% of annual revenue • Quality Rating drops • Customer complaints and brand damage • Legal liability

Always err on the side of caution—when in doubt, ask for consent explicitly!

Double opt-in is a two-step verification process where users confirm their consent twice: first on your website/form, then again directly on WhatsApp. While single opt-in is technically valid, double opt-in is the gold standard for compliance and list quality.

Why Double Opt-in is Recommended:

1. Verify Phone Number Accuracy: • Ensure the number provided is correct and active • Reduce bounced messages and wasted costs • Confirm the person who filled the form owns the number

2. Explicit WhatsApp Consent: • User confirms they want to receive messages on WhatsApp specifically • Stronger proof of consent than form alone • Reduces risk of spam reports • Better compliance with WhatsApp policies

3. Higher Quality List: • Only engaged users who actively confirm • Lower block/report rate (<1% vs 2-5%) • Better message delivery and engagement • Protects your Quality Rating

4. Legal Protection: • Indisputable proof of consent • Timestamped confirmation on WhatsApp • Audit-ready documentation • Reduces liability in disputes

How Double Opt-in Works:

Step 1: Initial Opt-in (Form/Website) User fills form with checkbox: "I agree to receive WhatsApp updates" Enters phone number: +39 123 456 7890 Submits form

Step 2: Confirmation Message (WhatsApp) Automated message sent via Spoki: "Hi! Thanks for signing up for updates from [Your Business]. To confirm you want to receive messages on WhatsApp, please reply with YES. Reply STOP at any time to unsubscribe."

Step 3: User Confirms User replies: "YES"

Spoki automatically: ✅ Tags contact as "Double Opt-in Confirmed" ✅ Records confirmation timestamp ✅ Adds to active messaging list ✅ Sends welcome message

Step 4: Welcome & Activation "Perfect! You're all set. You'll now receive our updates, offers, and news on WhatsApp. We're excited to keep you informed! 🎉"

Statistics:

Businesses using double opt-in report: • 60-75% confirmation rate (25-40% drop-off is normal) • 50% lower block/report rate • 2x higher engagement rate • Better message deliverability • Stronger legal protection

Yes, you lose some contacts (those who don't confirm), but you gain: • Higher quality list • Better engagement • Lower costs (no wasted messages) • Better sender reputation • Legal peace of mind

Quick Setup in Spoki (5 minutes):

1. •

   Create Automation Flow:

   • •Trigger: "Contact added with tag 'New Subscriber'"
   • •Wait 2 minutes
   • •Send confirmation message
   • •Wait for reply
2. •

   Add Conditions:

   • •If reply contains "YES" → Tag as "Confirmed" → Send welcome
   • •If reply contains "NO" or "STOP" → Tag as "Opted Out"
   • •If no reply after 48h → Tag as "Unconfirmed"
3. •

   Test & Launch

Message Examples:

Friendly: "Hey! 👋 Thanks for signing up at [Business]. Want to get our best deals and updates on WhatsApp? Just reply YES to confirm (or STOP to opt out)."

Professional: "Hello, Thank you for your interest in [Business Name]. To complete your subscription and receive our communications via WhatsApp, please reply with YES. You can unsubscribe at any time by replying STOP."

E-commerce: "Welcome to [Store]! 🛍️ Get exclusive discounts, new arrivals, and order updates on WhatsApp! Reply YES to activate your VIP access. Reply STOP if you'd rather not."

Best Practices:

✅ Send confirmation request within 5 minutes of form submission ✅ Keep confirmation message simple (just reply YES) ✅ Explain value proposition clearly ✅ Always include STOP instructions ✅ Send max 1-2 reminders if no response ✅ Send welcome message immediately after confirmation ✅ Track both form opt-in AND WhatsApp confirmation

❌ Don't make confirmation complicated ❌ Don't send marketing before confirmation ❌ Don't assume silence means consent

Pro Tip: Combine both for maximum compliance: Checkbox on website (single opt-in) + Confirmation on WhatsApp (double opt-in) + Document both in Spoki. This creates an audit-proof consent trail and ensures the highest quality subscriber list.

Absolutely! Spoki is a multi-operator platform that allows your entire team to manage conversations from a single WhatsApp number simultaneously.

Multi-Operator Features:

Unlimited Operators: • No limit on the number of team members • Each operator has their own login credentials • All operators work on the same WhatsApp number • Real-time synchronization across all devices

Team Management:

1. Role-Based Access Control: • Admin: Full platform access, can manage users and settings • Manager: Can view all conversations and assign chats • Operator: Can only access assigned conversations • Read-only: Can view conversations but not respond

2. Conversation Assignment: • Manual assignment: Assign specific chats to specific operators • Automatic routing: You can build custom routing logic using Spoki's automation flows (e.g., round-robin distribution, skills-based routing, department routing) • Tag-based organization: Use tags to categorize and filter conversations by type, priority, or department • Advanced workflows: Create complex assignment rules with automation flows (e.g., route by keyword, time of day, contact properties)

3. Collaboration Tools: • Internal notes: Leave notes on conversations for other operators • Chat transfer: Transfer active conversations between operators • @mentions: Tag team members in internal discussions • Typing indicators: See when another operator is responding • Conversation locking: Prevent multiple operators from responding to the same chat

Productivity Features:

• Unified inbox: All conversations in one place • Quick replies: Save and share common responses • Chat history: Full conversation history visible to all operators • Performance analytics: Track response times, resolution rates per operator • Shift management: Define operator availability schedules

Use Cases:

Customer Support Team: • 5-10 support agents handling incoming questions • Configure automation flows for chat distribution • Build escalation workflows for complex issues

Sales Team: • Multiple sales reps managing their leads • Use tags and automation to route leads by territory or product • Sales pipeline tracking

Multi-Location Business: • Different store locations sharing one number • Create automation flows for location-based routing • Centralized oversight with local autonomy

How It Works:

1. •Add operators: Invite team members via email
2. •Set permissions: Define roles and access levels
3. •Configure workflows: Create automation flows for chat routing and assignment (optional)
4. •Start chatting: Operators log in and begin managing conversations

Important Notes:

• All operators see the same conversation history • Messages are synced in real-time (no delays) • Customers see only the business name, not individual operator names • You can add/remove operators anytime without disruption • No additional cost for adding more operators (included in all plans)

This feature transforms WhatsApp into a complete team collaboration tool for customer communication.

Yes! Spoki supports both one-way and two-way SMS messaging in addition to WhatsApp, allowing you to create multi-channel communication strategies.

SMS Features Available:

One-Way SMS (Broadcast): • Send bulk SMS messages to thousands of contacts • Perfect for notifications, alerts, and marketing campaigns • No response capability • Lower cost option • Useful for: OTP codes, delivery notifications, appointment reminders

Two-Way SMS (Conversational): • Full bidirectional SMS conversations • Customers can reply to your messages • Multi-operator support (like WhatsApp) • Automated responses with chatbots • Useful for: Customer support, surveys, lead qualification

SMS + WhatsApp Integration:

• Fallback mechanism: If WhatsApp fails, automatically send via SMS • Multi-channel campaigns: Reach customers on their preferred channel • Unified inbox: Manage both SMS and WhatsApp from one platform • Smart routing: Send via cheapest/most effective channel

Pricing: • SMS costs vary by country (typically €0.04-0.10 per message) • No subscription required for SMS • Pay-as-you-go or prepaid credits • Volume discounts available

When to Use SMS: ✅ Customer doesn't have WhatsApp ✅ Time-sensitive notifications (OTP, alerts) ✅ Reaching older demographics ✅ Government/official communications ✅ Backup communication channel

Contact our sales team to activate SMS on your account.

While WhatsApp generally offers better engagement, SMS has specific advantages in certain scenarios:

SMS Advantages:

1. Universal Compatibility: • Works on all mobile phones (even basic phones without internet) • No app installation required • No smartphone needed • 100% delivery to any phone number worldwide

2. Reliability: • Guaranteed delivery (telecom infrastructure) • Works without internet connection • Not affected by app issues or updates • Carrier-grade reliability

3. Official Communications: • Often required for legal/regulatory notifications • Preferred for banking and financial services • Government communications • OTP and authentication codes

4. Older Demographics: • Better reach for 60+ age group • Users without smartphones • Markets with low WhatsApp adoption

WhatsApp Advantages:

1. Engagement (10x better than SMS): • 98% open rate vs 20% for SMS • 45% click-through rate vs 6% for SMS • Rich media support (images, videos, PDFs, buttons) • Interactive features (quick replies, lists, catalogs)

2. Cost-Effectiveness: • Often cheaper for business conversations • Free responses within 24-hour window • Lower cost per conversion

3. Better User Experience: • Rich formatting and media • Real-time typing indicators • Read receipts • Voice messages • Location sharing

4. Advanced Features: • Chatbots and AI • Payment integration • Product catalogs • End-to-end encryption

Our Recommendation:

• Use WhatsApp for: Marketing, sales, customer support, rich engagement • Use SMS for: OTP, critical alerts, older demographics, fallback • Use Both for: Maximum reach and redundancy

With Spoki, you can easily combine both channels in a single platform for the best results.

Yes! SMS personalization is fully supported in Spoki, just like WhatsApp, allowing you to create highly targeted and relevant messages.

Personalization Options:

1. Basic Personalization: • {{name}} - Customer's first name • {{surname}} - Customer's last name • {{company}} - Company name • {{phone}} - Phone number • {{email}} - Email address

2. Custom Fields: • Create unlimited custom fields in your contact database • Examples: membership level, last purchase date, account balance, appointment time • Use any field in your SMS templates: "Hi {{name}}, your {{membership_type}} renewal is due"

3. Dynamic Content: • Conditional content: Show different text based on customer attributes • Calculation fields: "You have {{points}} points = €{{points_value}}" • Date formatting: "Your appointment is on {{appointment_date}}"

4. Integration-Based Personalization: • Pull data from your CRM (HubSpot, Salesforce) • E-commerce data from Shopify/WooCommerce (order number, products, delivery status) • Custom data from API integrations

Personalization Examples:

E-commerce: "Hi {{name}}, your order #{{order_number}} for {{product_name}} has shipped! Track it here: {{tracking_link}}"

Appointment Reminder: "Hi {{name}}, reminder: Your {{service_type}} appointment with {{staff_name}} is tomorrow at {{time}}. Reply C to confirm or R to reschedule."

Abandoned Cart: "Hi {{name}}, you left {{cart_items}} in your cart. Complete your purchase now and save {{discount}}%: {{checkout_link}}"

Birthday Campaign: "Happy Birthday {{name}}! 🎉 Here's a special {{discount_percent}}% discount just for you. Valid until {{expiry_date}}: {{coupon_code}}"

Advanced Features:

• Segmentation: Send different messages to different customer groups • A/B Testing: Test different personalization approaches • Fallback values: Default text if a field is empty • Multi-language: Personalize in customer's preferred language

Best Practices:

✅ Always test personalization before bulk sending ✅ Use fallback values for empty fields ✅ Don't over-personalize (keeps messages natural) ✅ Respect character limits (160 chars for single SMS) ✅ Preview messages before sending

Setting Up Personalization:

1. •Import contacts with custom fields
2. •Create SMS template with {{placeholders}}
3. •Map fields to variables
4. •Preview with real data
5. •Send personalized campaign

Personalized SMS messages can increase engagement by up to 600% compared to generic messages!

Yes! Spoki offers comprehensive voice communication features powered by AI and traditional calling systems.

Voice Capabilities:

1. AI Voice Agents:

• AI-powered calls: Virtual assistants that make and receive phone calls autonomously • Natural conversations: Advanced AI understands context, intent, and responds intelligently • Knowledge base integration: Train AI on your company docs, FAQs, products for accurate answers • Tools & actions: AI can book appointments, check calendars, create tickets, update CRM • Call recording: Automatic recording of all calls for quality assurance and compliance • Speech-to-text transcription: Automatic transcription of calls into text for analysis and records • 24/7 availability: Never miss a call or inquiry • Multilingual: Speak with customers in their language

2. SIP Trunk Integration:

• Traditional phone calls: Make and receive calls via SIP trunk • Business phone numbers: Use your existing business lines • Call recording: Log all conversations for quality and compliance • Call transcription: Convert voice calls to text automatically

3. WhatsApp Calling (Coming Soon):

• Voice calls on WhatsApp: Make calls directly through WhatsApp Business API • In-app calling: Customers call you without leaving WhatsApp • Better customer experience: Single communication channel

4. Manual Calls & Call Center (Coming Soon):

• Traditional call center: Click-to-call from Spoki dashboard • Multi-operator calling: Team can make outbound calls • Call scripts: Guide agents through conversations • Call analytics: Track performance and metrics

Recording & Transcription Benefits:

• Quality assurance: Review calls for training and quality improvement • Compliance: Maintain records for regulatory requirements • AI insights: Analyze transcripts for sentiment, keywords, trends • CRM enrichment: Automatically save call summaries to customer records • Search & reference: Find specific conversations by searching transcripts

AI Agent Use Cases:

• Lead qualification: AI calls leads, asks questions, scores them • Appointment booking: Check availability and schedule meetings • Customer support: Answer common questions 24/7 • Surveys & feedback: Conduct phone interviews automatically

Self-Service Configuration: Set up and train your AI voice agents directly in the Spoki platform.

Yes! Spoki offers a powerful visual automation builder that lets you create sophisticated chatbots without any coding knowledge.

Visual Automation Builder:

Drag-and-Drop Interface: • No coding required • Visual flowchart design • Easy to understand and modify • Real-time preview • Template library included

Chatbot Capabilities:

1. Conversation Management: • Welcome new contacts automatically • Answer frequently asked questions • Qualify leads with smart questions • Collect customer information • Route to appropriate department • Transfer to human when needed

2. Interactive Elements: • Quick Reply Buttons: Let customers choose from options • Lists: Present up to 10 options in organized menu • Media Messages: Send images, videos, documents • Forms: Collect structured data • Conditional Logic: Different responses based on answers

Spoki chatbots can be enhanced with powerful AI capabilities that make conversations more natural and intelligent.

AI Integration:

• GPT-powered responses: AI understands natural language • Intent recognition: Detect what customer wants • Sentiment analysis: Understand customer emotion • Smart routing: AI decides where to route conversation • Learning capability: Improves over time

Spoki chatbots can be used for various business purposes, each delivering measurable results.

Common Chatbot Use Cases:

Customer Support Bot: • Answer FAQ automatically • Collect issue details • Check ticket status • Escalate to human if complex • Available 24/7 • Result: 70% of queries handled automatically

Lead Qualification Bot: • Greet new leads • Ask qualifying questions (budget, timeline, needs) • Score leads automatically • Route hot leads to sales • Schedule demo/consultation • Result: 3x faster lead response time

E-commerce Bot: • Product recommendations • Order status checks • Size/product questions • Track shipments • Process returns • Result: 40% reduction in support tickets

Appointment Booking Bot: • Check availability • Book appointments • Send confirmations • Reminders before appointment • Rescheduling option • Result: 80% reduction in no-shows

Creating your first chatbot in Spoki is straightforward with our visual builder and pre-built templates.

Building Your First Chatbot:

1. •Choose template or start from scratch
2. •Define trigger: When should it start?
3. •Design flow: Add messages, questions, conditions
4. •Test thoroughly: Try different scenarios
5. •Launch: Activate automation
6. •Monitor & optimize: Review analytics and improve

Pre-built Templates:

• Welcome message sequence • FAQ responder • Lead capture form • Appointment booking • Order status tracker • Customer satisfaction survey • Product recommendation engine • Support ticket creator

Analytics:

• Track completion rates • Identify drop-off points • Measure response times • A/B test different flows • Optimize based on data

Best Practices:

✅ Keep initial message short and engaging ✅ Offer easy opt-out ("Reply HUMAN to talk to our team") ✅ Don't make conversation too long ✅ Always provide escape to human ✅ Test all possible paths ✅ Update FAQ regularly ✅ Monitor and improve based on data

Performance Metrics:

Well-designed chatbots typically achieve: • 70-80% automation rate • 90%+ user satisfaction • 24/7 availability • Instant response time • 50-70% cost reduction

With Spoki's automation builder, you can create professional chatbots in minutes, not weeks!

Automation flows are sequences of actions that execute automatically based on specific triggers, allowing you to automate repetitive tasks and create sophisticated customer journeys without manual intervention.

How Automation Flows Work:

1. Trigger (Starting Point): What starts the automation? • New contact subscribes • Customer sends message with specific keyword • Tag is added to contact • Contact reaches specific point in funnel • Time-based (X days after action) • Webhook from external system • Integration event (new order, form submission)

2. Conditions (Decision Points): Logic that determines the path: • IF customer answered "Yes" → Path A • IF customer is in segment "VIP" → Path B • IF time is outside business hours → Path C • IF contact has tag "purchased" → Skip offer

3. Actions (What Happens): • Send message (text, image, video, document) • Add/remove tag • Update contact field • Assign to operator • Create CRM record • Send webhook to external system • Wait for X time • Transfer to human

Spoki supports various types of automation flows designed for different business scenarios and customer journey stages.

Types of Automation Flows:

Welcome Sequence: New subscriber → Welcome message → Wait 1 day → Product info → Wait 2 days → Special offer

Lead Nurturing: Lead captured → Qualification questions → IF qualified → Assign to sales → IF not → Educational content series

Cart Abandonment: Cart abandoned → Wait 1 hour → Reminder message → Wait 24 hours → Discount offer → Wait 48 hours → Last chance message

Customer Onboarding: New customer → Welcome & thank you → Day 2: Setup guide → Day 5: Check-in message → Day 10: Tips & tricks → Day 30: Feedback request

Re-engagement: No activity 30 days → "We miss you" message → IF responds → Reactivation offer → IF no response → Wait 30 days → Final attempt

Support Ticket Flow: New ticket → Auto-reply with ticket # → Route by category → IF high priority → Immediate assignment → IF low → Queue → Check if resolved in 48h → IF not → Escalate

Spoki's automation flows include powerful advanced features that enable sophisticated customer journey automation.

Advanced Flow Features:

Time-Based Actions: • Wait for specific duration (minutes, hours, days) • Wait until specific time (9 AM tomorrow) • Wait for business hours • Schedule for specific date

Dynamic Content: • Personalize messages with contact data • Calculate values (points, discounts) • Format dates and numbers • Conditional content blocks

Multi-Path Branching: • Split based on multiple conditions • Score contacts based on answers • Route to different sequences • Merge paths back together

Integration Actions: • Create/update CRM records • Add to email marketing list • Generate invoice • Update inventory • Log to Google Sheets • Trigger Zapier zaps

Flow Control: • Start/Stop: Manually pause flows • Entry rules: Who can enter this flow • Exit rules: When to remove from flow • Frequency: How often can same contact enter • Priority: Which flow takes precedence

Here are practical examples of automation flows that businesses use successfully with Spoki.

Real-World Examples:

E-commerce Order Flow:

1. •Order placed (trigger)
2. •Send order confirmation with details
3. •Wait until shipped
4. •Send shipping notification with tracking
5. •Wait for delivery
6. •Request review
7. •IF positive review → Thank you + discount
8. •IF negative → Escalate to support

Event Registration Flow:

1. •Form submitted (trigger)
2. •Send confirmation + calendar invite
3. •7 days before: Reminder with details
4. •1 day before: Final reminder + directions
5. •Day of event: "Looking forward to seeing you"
6. •Day after: Thank you + feedback survey
7. •IF attended → Offer next event

Subscription Renewal:

1. •30 days before expiry: First reminder
2. •14 days: Second reminder with benefits
3. •7 days: Urgency message + discount
4. •3 days: Last chance
5. •IF renewed → Thank you + confirmation
6. •IF not renewed → Exit flow + tag "expired"

Tracking and optimizing your automation flows is essential for maximizing their effectiveness.

Analytics & Optimization:

Track flow performance: • Entry rate: How many enter the flow • Completion rate: % who complete entire flow • Drop-off points: Where people stop engaging • Conversion rate: % who take desired action • Average time in flow: How long from start to finish • ROI: Revenue generated vs cost

Best Practices:

✅ Start simple: Begin with basic flows, add complexity gradually ✅ Test thoroughly: Try all possible paths before launching ✅ Monitor daily: Check performance regularly ✅ Provide exits: Always allow opt-out or human intervention ✅ Respect timing: Don't message too frequently ✅ Personalize: Use contact data for relevance ✅ Measure results: Track KPIs and optimize ✅ Update regularly: Keep content fresh and relevant

Common Mistakes to Avoid:

❌ Too many messages too quickly ❌ No escape to human support ❌ Not testing all scenarios ❌ Forgetting to handle edge cases ❌ No personalization ❌ Too complex flows (keep it simple) ❌ Not monitoring performance

Quick Setup:

With Spoki's visual builder, you can create your first automation flow in under 10 minutes! Our template library includes 50+ pre-built flows ready to use.

Absolutely! Out-of-office automation is one of the most popular and easiest automations to set up in Spoki.

Auto-Reply Features:

Basic Out-of-Office: Simplest setup - automatically reply to every message when your team is unavailable:

Example: "Thanks for contacting us! Our office hours are Monday-Friday, 9 AM - 6 PM. We'll respond to your message as soon as we're back. For urgent matters, call +1234567890."

Advanced Out-of-Office:

1. Time-Based Auto-Reply: • Business Hours Detection: Different messages for during/after hours • Weekend Messages: Special message for Saturday/Sunday • Holiday Messages: Specific replies for public holidays • Lunch Break: Auto-reply during 12-2 PM • Timezone Aware: Adjust based on customer's timezone

Spoki offers sophisticated out-of-office features that go beyond simple auto-replies to provide real value to customers.

Advanced Features:

Expectations Management: "Thanks for your message! Our team is currently away but will respond within: • Urgent: 2 hours • Standard: 24 hours • On weekends: Next business day

Your message is important to us!"

Self-Service Options: "While you wait, you can: • Check our FAQ: [link] • Track your order: [link] • View our business hours: [link] • Schedule a callback: [link]"

Ticket Creation: Automatically create support ticket when message received outside hours: • Assign ticket number • Confirm receipt • Set expectations • Notify team • Customer can track status

VIP Handling: • Detect VIP customers (by tag or field) • Send special message • Notify on-call manager • Offer priority callback • Different SLA

Multi-Language Support: Detect customer's language and reply accordingly: • English message → English auto-reply • Italian message → Italian auto-reply • Spanish message → Spanish auto-reply • Auto-detect or ask preference

Follow these best practices to create effective out-of-office messages that maintain customer satisfaction even when you're unavailable.

Best Practices:

✅ Be clear about response time: Set expectations ✅ Offer alternatives: FAQ, callback, emergency contact ✅ Keep it friendly: Maintain brand voice ✅ Provide value: Links to useful resources ✅ One-time per conversation: Don't spam with every message ✅ Test thoroughly: Check all time zones and scenarios ✅ Update regularly: Keep hours and info current

Message Templates:

Professional: "Thank you for contacting [Company]. Our office is currently closed. We're available Monday-Friday, 9 AM - 6 PM EST. We'll respond to your inquiry within 2 business hours of reopening. For urgent matters, please call [phone] or email [email]."

Friendly: "Hey! Thanks for reaching out! 😊 We're currently away from our desks but we'll be back [tomorrow morning/Monday at 9 AM]. We'll reply as soon as we're back. In the meantime, check out our FAQ at [link]!"

With Options: "Hi! Our team is currently offline. While you wait, I can help you with:

🔍 Check order status 📦 Track shipment 💡 Browse FAQ 📅 Schedule callback

Reply with the emoji or number to get started!"

Analytics:

Track effectiveness: • Messages received outside hours • Auto-reply sent count • Customer satisfaction • Self-service usage • Response time after reopening

Quick Setup (2 minutes):

1. •Go to Settings → Auto-Reply
2. •Toggle "Enable"
3. •Write your message
4. •Set schedule: Monday-Friday, 9 AM - 6 PM
5. •Outside these hours = auto-reply
6. •Save

Done! Your out-of-office is now active and will manage customer expectations 24/7, even when you're away!

Spoki integrates with state-of-the-art AI language models (including GPT-4, GPT-3.5, and other LLMs) to power intelligent, human-like conversations with your customers.

How AI Integration Works:

1. Natural Language Understanding (NLU): The AI analyzes incoming messages to understand: • Intent: What the customer wants (e.g., check order, book appointment, ask question) • Entities: Key information (e.g., order number, date, product name) • Sentiment: Customer emotion (happy, frustrated, urgent) • Context: Previous conversation history • Language: Auto-detect customer's language

2. Intelligent Response Generation: Based on understanding, the AI: • Searches your knowledge base • Retrieves relevant information • Generates natural, conversational response • Maintains context across multiple messages • Personalizes based on customer data • Adapts tone to match situation

Spoki offers 2 specialized AI Agents designed to handle different business needs automatically, providing 24/7 intelligent assistance to your customers.

AI Agents Available:

1. Customer Support Agent

Your 24/7 support assistant that never sleeps:

• 24/7 Availability: Answer customer questions anytime, even outside business hours • FAQ & Knowledge Base: Instantly provide answers from your documentation • Issue Resolution: Handle common support requests automatically • Ticket Creation: Create and track support tickets when needed • Smart Escalation: Transfer complex issues to human agents • Multi-language Support: Communicate in customer's preferred language

2. Sales Agent

Your intelligent sales assistant that drives revenue:

• 24/7 Sales Support: Never miss a sales opportunity, even at night • Product Catalog: Browse and search your entire product catalog • Product Recommendations: Suggest relevant products based on customer needs • Upselling: Recommend premium or complementary products • Cross-selling: Suggest related items to increase order value • Payment Links: Generate and send secure payment links • Shopping Cart: Build and send shopping cart directly in chat • Checkout Links: Send direct checkout links for faster purchases • Order Tracking: Provide real-time order status updates

Key Benefits:

✅ Always Available: 24/7 operation, never miss a customer ✅ Instant Response: Answer immediately, no waiting time ✅ Scalable: Handle unlimited conversations simultaneously ✅ Revenue Generation: Convert conversations into sales automatically ✅ Cost-Effective: Reduce support and sales team workload ✅ Consistent Service: Same quality every time, no human errors

E-commerce Integration:

Both agents integrate seamlessly with your e-commerce platform to: • Access real-time product inventory • Check product availability and pricing • Process orders and payments • Send order confirmations • Provide shipping updates

With Spoki's AI Agents, you get enterprise-grade intelligent automation that works around the clock to support customers and drive sales!

All Spoki AI models share powerful features that enable natural, context-aware conversations with your customers.

Context-Aware Conversations: AI remembers previous messages: • Customer: "I want to order a pizza" • AI: "Great! What size would you like?" • Customer: "Large" • AI: "Perfect! Large pizza. What toppings?" ← Remembers "pizza" and "large"

Multi-Turn Dialogues: • Follow-up questions • Clarifications • Progressive information gathering • Natural conversation flow

Intent Classification: • Support: "My order hasn't arrived" • Sales: "How much does the Pro plan cost?" • Information: "What are your business hours?" • Complaint: "I'm unhappy with the service" • Urgent: "Need immediate help!"

Sentiment Analysis: • Positive: Enthusiastic, friendly tone • Neutral: Professional, informative tone • Negative: Empathetic, solution-focused tone • Urgent/Angry: Immediate escalation to human

Spoki's AI knows when it's appropriate to transfer conversations to human operators, ensuring customers always get the best possible support.

Smart Escalation:

AI knows when to hand off: • Complex technical issues • Angry/frustrated customers • Requests outside AI capabilities • Customer explicitly asks for human • AI confidence below threshold (e.g., 70%)

How It Works:

The AI continuously evaluates each conversation and makes intelligent decisions about when human expertise is needed. This ensures customers get automated help for simple queries while complex situations receive personal attention.

Escalation Triggers:

1. •Confidence Level: When AI isn't certain about the correct response
2. •Emotional State: When customer shows frustration or anger
3. •Complexity: When query requires deep expertise or judgment
4. •Customer Request: When customer explicitly asks for human support
5. •Business Rules: Based on your custom escalation policies

Result: Seamless handoffs that maintain context, so customers never have to repeat themselves when transferred to a human operator.

Spoki offers extensive customization options to tailor the AI to your brand voice, business needs, and customer preferences.

Configuration Options:

1. AI Personality: • Tone: Professional / Friendly / Casual • Formality: High / Medium / Low • Verbosity: Concise / Balanced / Detailed • Creativity: Conservative / Balanced / Creative

2. Response Rules: • Max response length (e.g., 300 characters) • Use of emojis (Yes / No / Contextual) • Language style (Simple / Technical / Mixed) • Call-to-action inclusion

3. Confidence Thresholds: • Minimum confidence to respond (e.g., 70%) • When to ask clarifying questions • When to escalate to human • When to offer alternative options

4. Knowledge Scope: • Which documents/FAQs to use • External data sources • Real-time data access (pricing, inventory) • Integration endpoints

Spoki's AI delivers impressive performance across various business use cases, with measurable results in customer support, sales, and e-commerce.

Real-World Performance:

Customer Support: • 85-90% of FAQ answered correctly • 70-80% of conversations fully automated • < 2 seconds average response time • 4.5/5 average customer satisfaction • 60% reduction in support costs

Lead Qualification: • 90% lead capture rate • 5x faster than manual qualification • 40% increase in qualified leads • 24/7 availability

E-commerce: • 35% conversion rate improvement • 50% reduction in cart abandonment • 3x more product recommendations • Instant order status updates

These metrics demonstrate how AI automation can significantly improve efficiency, customer satisfaction, and business outcomes while reducing operational costs.

AI Agents are intelligent virtual assistants powered by GPT and other advanced language models that can autonomously handle customer conversations, perform tasks, and provide support 24/7 without human intervention.

What Makes AI Agents Different from Simple Chatbots:

Key Capabilities:

• Natural conversation: Understands intent and context • Task execution: Books appointments, processes orders, creates tickets • Smart escalation: Knows when to transfer to human • Continuous learning: Improves from interactions • Multi-channel: Works across WhatsApp, SMS, Voice • 24/7 availability: Never sleeps, no overtime costs

Typical Results:

• 70-85% of conversations fully automated • 90%+ customer satisfaction with agent • < 2 second response time • 60-70% reduction in support workload • 3x faster lead response time • 40% increase in conversions

With Spoki AI Agents, you get enterprise-level automation at a fraction of the cost of hiring additional staff.

In addition to Support, Sales, and Booking Agents, Spoki provides three more specialized agent types for specific business needs.

4. E-commerce Agent: Purpose: Assist with online shopping experience

Capabilities: • Product recommendations based on preferences • Answer product questions • Check stock availability • Process orders end-to-end • Recover abandoned carts • Upsell and cross-sell

5. FAQ Agent: Purpose: Instant answers to common questions

Capabilities: • Comprehensive FAQ database access • Understand questions phrased different ways • Provide detailed, helpful answers • Link to relevant resources

6. Lead Qualification Agent: Purpose: Filter and score leads automatically

Capabilities: • Ask qualifying questions naturally • Score leads based on answers • Segment leads into categories • Route high-value leads to sales immediately • Update CRM with qualification data

Quick Start Templates:

Spoki offers pre-configured AI Agents ready to deploy in under 15 minutes for: • Customer Support (FAQ + Ticketing) • Lead Qualification (B2B sales) • Appointment Booking (service businesses) • Order Management (e-commerce) • Restaurant Reservations • Real Estate Inquiries

Creating an AI Agent in Spoki is straightforward with our step-by-step setup process.

Step 1: Build Knowledge Base • Upload relevant documents (PDF, Word, Text) • Add FAQ and common questions • Include product catalogs • Connect to your website/help center • Add company policies and procedures

Step 2: Configure Personality • Name: Give your agent a name (e.g., "Alex the Support Agent") • Tone: Professional / Friendly / Casual

Step 3: Set Capabilities • Enable actions (book appointment, create ticket, etc.) • Connect integrations (CRM, calendar, e-commerce) • Define escalation rules • Set response time targets

Step 4: Train & Test • Test with various questions • Identify gaps in knowledge • Refine responses • A/B test different approaches

Step 5: Launch & Monitor • Start with limited availability (business hours only) • Monitor conversations daily • Collect feedback • Iterate and improve

Spoki's AI Agents come with powerful advanced features that enable sophisticated automation and seamless integration with your business systems.

Multi-Agent Systems: • Different agents for different purposes • Agents can transfer between each other • Specialized expertise for each department

Contextual Memory: • Previous conversations • Customer preferences • Purchase history • Custom fields and tags

Integration Superpowers: Connect with: • CRM: Your CRM system • E-commerce: Shopify • Calendars: Google Calendar • Payment: PayPal

Best Practices:

✅ Start narrow: Focus on one use case, expand gradually ✅ Transparency: Let customers know they're talking to AI ✅ Easy escalation: Always provide path to human ✅ Regular updates: Keep knowledge base current ✅ Monitor closely: Review conversations weekly ✅ Set expectations: Be clear about what agent can/cannot do

Pricing:

• No setup fees • Cancel anytime

Yes, it's highly recommended to use a dedicated phone number for WhatsApp Business API to maintain professionalism, protect your personal privacy, and optimize business operations.

Why a Dedicated Number is Important:

1. Professional Separation: • Keep business and personal communications separate • Maintain professional boundaries • Avoid mixing personal contacts with customers • Present a consistent business identity

2. Team Management: • Multiple team members can access the same business number • No confusion between personal and business chats • Centralized conversation history • Easier to manage staff turnover

3. Compliance & Quality: • Dedicated number reduces risk of personal use violations • Better control over message content and compliance • Easier to track business metrics • Maintains Quality Rating focused on business interactions

4. Scalability: • Easy to transfer ownership • Can migrate to different team members • Business continuity if employee leaves • Professional branding (e.g., +39 02 1234567 for Milan business)

You have several options when choosing a number for WhatsApp Business API. Each has its own advantages depending on your business needs.

Mobile Number (Recommended): • ✅ Easy to verify • ✅ Can receive SMS verification codes • ✅ Works with all WhatsApp features • ✅ Customers can call if needed • ✅ Lower cost (€5-15/month)

Landline Number: • ✅ Professional appearance (business area code) • ✅ Established business identity • ⚠️ Verification via voice call (slightly more complex) • ⚠️ Cannot receive SMS • Cost: €10-20/month

Toll-Free Number: • ✅ Professional and trustworthy • ✅ No cost for customers to call • ✅ National presence • ⚠️ Not all countries support toll-free on WhatsApp • ⚠️ Higher cost (€20-50/month)

Virtual Number: • ✅ No physical SIM needed • ✅ Can choose any area code • ✅ Easy to manage online • ⚠️ Check WhatsApp API compatibility • Cost: €5-15/month

Pro Tip: Choose a number with your business location area code (e.g., +39 02 for Milan, +1 212 for New York) to build local trust and credibility.

Using your personal phone number for WhatsApp Business API can create several problems that impact both your privacy and business operations.

What Happens If You Use Personal Number:

❌ Privacy Risk: Customers may call/text your personal number outside business hours or for non-business purposes

❌ Confusion: Mix of personal and business chats makes it difficult to maintain professional boundaries

❌ Team Issues: Can't share access with team members, limiting collaboration and growth

❌ Portability: Difficult to transfer if you change roles or hire someone to manage communications

❌ Quality Risk: Personal usage may affect business Quality Rating, potentially leading to restrictions

Best Practices:

✅ Get New Number: Purchase dedicated business line ✅ Choose Memorable: Easy to remember for customers ✅ Match Location: Use local area code for credibility ✅ Document It: Keep records of number ownership ✅ Never Share: Don't use for personal communications

Exception:

If you're a solo entrepreneur just starting out, you can use your personal number temporarily, but plan to migrate to a dedicated business number as you grow.

Setting up your phone number with Spoki is a straightforward process that typically takes just a few minutes.

Quick Setup Process:

1. •

   Purchase dedicated number from telecom provider • Choose between mobile, landline, toll-free, or virtual • Ensure number is active and can receive calls/SMS

2. •

   Verify number is ready • Test that it can receive SMS or voice calls • Ensure it's not already registered on WhatsApp • Format in international style (e.g., +39 02 1234567)

3. •

   Connect to Spoki during onboarding • Enter your number in the Spoki setup wizard • Choose verification method (SMS or voice call)

4. •

   Verify via SMS or voice call • Receive 6-digit verification code • Enter code in Spoki platform • Confirmation happens in seconds

5. •

   Start using for business only • Complete your business profile • Add team members • Begin messaging customers

Timeline: Complete setup in 5-10 minutes

Remember: Keep this number dedicated to business use only to maintain quality and professionalism.

Yes! You can absolutely use a landline (fixed-line) number for WhatsApp Business API. This is actually a popular choice for established businesses.

How Landline Verification Works:

1. •Enter landline number in Spoki during setup
2. •Select voice call verification (instead of SMS)
3. •WhatsApp calls your landline (automated call)
4. •Listen to verification code (6-digit code spoken)
5. •Enter code in Spoki
6. •Done! Landline is verified

Timeline: Usually takes 2-3 minutes.

Requirements:

✅ Active landline that can receive calls ✅ Access to phone during verification ✅ Quiet environment to hear verification code ✅ International format number (+ country code + area code + number)

Limitations:

⚠️ No SMS Verification: Must use voice call method ⚠️ No Outbound Calls: Customers can call you, but WhatsApp messages only work one-way for calling ⚠️ International Format: Must enter in international format (e.g., +39 02 12345678)

Using a landline for WhatsApp Business API offers several significant advantages, especially for established businesses.

Advantages of Using Landline:

1. Professional Image: • Established business identity • Recognizable local area code • Customers trust landlines for businesses • Consistent with your other marketing materials

2. Existing Business Number: • Use number customers already know • No need to update marketing materials • Printed on business cards, website, signage • Maintains brand consistency

3. Better Availability: • Landlines are always "on" (no battery issues) • Cloud-based API doesn't require physical phone • Reliable infrastructure

4. Cost-Effective: • Already paying for landline • No additional SIM card needed • No mobile plan costs

Landline vs Mobile:

Best Use Cases for Landline:

✅ Established businesses with existing landline ✅ Local businesses wanting local presence ✅ Retail stores with front-desk phone ✅ Professional services (lawyers, accountants, doctors) ✅ Restaurants & hotels with reservation lines

If you're having trouble verifying your landline with WhatsApp Business API, here are common issues and their solutions.

Common Issues & Solutions:

Issue 1: Can't Hear Code • Solution: Call will repeat code 2-3 times; ask colleague to listen; request new code

Issue 2: Number Format Error • Solution: Use international format: +[country][area code][number] (e.g., +39 02 12345678, not 02 12345678)

Issue 3: Call Doesn't Come • Solution: Check number is correct; verify line is active; try again after 5 minutes

Issue 4: Number Already Registered • Solution: Number may be in use on another WhatsApp account; must delete old account first (wait 24 hours)

Setup Steps:

1. •Prepare: Ensure landline is active and accessible
2. •Format: Write number in international format
3. •Start Setup: Begin Spoki onboarding
4. •Enter Number: Input landline in international format
5. •Choose Voice: Select "Call me" verification method
6. •Answer Call: Pick up when WhatsApp calls
7. •Listen Carefully: Note the 6-digit code
8. •Enter Code: Input code in Spoki
9. •Verify: Confirmation in seconds
10. •Complete Setup: Finish profile and start messaging

Pro Tips:

✅ Have pen and paper ready to write down verification code ✅ Ensure landline can receive calls (not on hold/forwarding) ✅ Do verification during business hours (quieter) ✅ If you miss the call, request a new code immediately ✅ Keep landline number for business use only

Many businesses successfully use their landline numbers for WhatsApp Business API. Here are some practical examples showing how different industries benefit.

Real-World Examples:

Restaurant: • Landline: +39 02 1234567 (printed on menu, website) • WhatsApp: Same number for reservations and updates • Customers recognize and trust the number • Benefits: Seamless reservation system, order updates, menu inquiries

Medical Clinic: • Landline: +39 06 7654321 (appointment line) • WhatsApp: Same number for appointment reminders • Professional and HIPAA-compliant • Benefits: Reduced no-shows, prescription notifications, health tips

Retail Store: • Landline: +39 011 9876543 (customer service) • WhatsApp: Same number for order updates • Seamless omnichannel experience • Benefits: Order tracking, product inquiries, promotions

Law Office: • Landline: +39 06 1112223 (main office line) • WhatsApp: Document sharing, appointment scheduling • Professional image maintained • Benefits: Quick consultations, document delivery, updates

Hotel: • Landline: +39 055 9998887 (reception) • WhatsApp: Booking confirmations, guest services • Guests know the number from booking • Benefits: Pre-arrival info, room service, concierge requests

Conclusion:

Using a landline is a great option for businesses with established phone numbers. It projects professionalism, leverages existing infrastructure, and makes WhatsApp feel like a natural extension of your business communications. We recommend it! Especially for brick-and-mortar businesses and professional services.

If users report or block your WhatsApp number, your Quality Rating drops, which can severely limit or even suspend your ability to send messages. Understanding and maintaining quality is critical.

WhatsApp Quality Rating System:

Quality Rating Levels:

🟢 High Quality (Green) • Healthy account • Full sending capabilities • No restrictions • Growing message limits

🟡 Medium Quality (Yellow) • Warning state • Some restrictions may apply • Risk of further downgrade • Need to improve immediately

🔴 Low Quality (Red) • Severe restrictions • Drastically reduced sending limits • Risk of account suspension • Requires urgent action

How Quality is Calculated:

Meta monitors these metrics over a 7-day rolling window:

1. Block Rate: • Percentage of recipients who block your number • Target: < 1% • Danger zone: > 2%

2. Report Rate: • Percentage of recipients who report your messages as spam • Target: < 0.5% • Danger zone: > 1%

3. Quality Score: • Combined metric of blocks, reports, and user feedback • Calculated automatically by Meta • Not publicly displayed (only status: High/Medium/Low)

A low Quality Rating significantly impacts your ability to send messages and can even result in account suspension.

Consequences of Low Quality Rating:

Tier 1 (Starting Status): • Normal: 1,000 business-initiated conversations/day • Low Quality: Reduced to 50-100/day

Tier 2 (Growing Business): • Normal: 10,000 conversations/day • Low Quality: Reduced to 100-500/day

Tier 3 (Established Business): • Normal: 100,000 conversations/day • Low Quality: Reduced to 1,000-5,000/day

Worst Case: • ❌ Account suspended entirely • ❌ Number banned from WhatsApp Business API • ❌ Business Manager penalties

Common Reasons for Reports/Blocks:

1. Spam Behavior: • Sending unsolicited messages • No opt-in consent • Irrelevant content • Too frequent messages

2. Poor Content: • Misleading information • Clickbait messages • Low-value content • Overly promotional tone

3. Bad Timing: • Messages at inappropriate hours (late night, early morning) • Too many messages in short period • Messaging during holidays

4. Wrong Audience: • Messaging people who didn't opt-in • Irrelevant targeting • Wrong language or location

5. No Opt-out Option: • Not providing way to unsubscribe • Ignoring STOP requests • Making opt-out difficult

Preventing reports and blocks is essential to maintaining a healthy Quality Rating. Follow these best practices to keep your account in good standing.

Best Practices to Prevent Reports/Blocks:

1. Obtain Proper Consent: • Always get explicit opt-in • Use double opt-in (recommended) • Document consent clearly • Never buy contact lists

2. Provide Value: • Send relevant, useful content • Personalize messages • Segment your audience • Exclusive offers and information

3. Respect Timing: • Send during business hours (9 AM - 8 PM) • Respect time zones • Avoid weekends (unless appropriate) • Never late night or early morning

4. Control Frequency: • Don't spam (max 2-3 marketing messages/week) • Space out campaigns • Monitor engagement • Reduce frequency if engagement drops

5. Easy Opt-out: • Include "Reply STOP to unsubscribe" in every message • Honor opt-out requests immediately • Make it simple and clear • Don't hide or complicate

6. Quality Content: • Clear, concise messaging • Accurate information • Professional tone • Proper grammar and spelling

7. Segmentation: • Target the right audience • Use customer data • Don't blast everyone with everything • Personalize based on interests

Recovering from a low Quality Rating requires immediate action and a strategic approach over several weeks.

Immediate Actions:

1. •Stop All Campaigns: Pause marketing messages immediately
2. •Analyze Reports: Identify which messages caused issues
3. •Review Audience: Ensure all contacts opted-in properly
4. •Clean List: Remove inactive or unengaged contacts
5. •Improve Content: Rewrite messages to be more valuable

Recovery Strategy:

Week 1-2: Pause & Assess • Stop all proactive messaging • Only respond to incoming inquiries • Analyze what went wrong • Plan improvements

Week 3-4: Soft Relaunch • Send only to highly engaged segments • High-value content only • Low frequency (1 message/week) • Monitor metrics closely

Week 5-8: Gradual Scale • Slowly increase volume • Expand to broader segments • Maintain quality content • Watch Quality Rating

Long-term: Maintain High Quality • Continuous monitoring • Regular list cleaning • Content optimization • User feedback loops

Timeline: • Yellow to Green: 7-14 days of good behavior • Red to Yellow: 14-30 days of good behavior • Red to Green: 30-60 days of excellent behavior

Prevention Checklist:

☑️ All contacts opted-in explicitly ☑️ Double opt-in confirmation (recommended) ☑️ Opt-out instructions in every message ☑️ Messages sent during appropriate hours ☑️ Content is valuable and relevant ☑️ Frequency is reasonable (< 3/week) ☑️ Audience is properly segmented ☑️ Quality Rating monitored weekly ☑️ Inactive contacts removed monthly ☑️ Customer feedback collected regularly

Spoki provides comprehensive tools to track and monitor your Quality Rating, helping you identify issues before they become serious problems.

Monitoring in Spoki:

• Quality Rating Dashboard: View current status (Green/Yellow/Red) • Message Analytics: Track delivery, read, and engagement rates • Block/Report Alerts: Notifications if rates spike • Quality Score Trends: Historical data to spot issues early • Audience Health: Identify problematic segments

Warning Signs:

🚨 Act Immediately If You See: • Quality Rating drops to Yellow • Block rate above 1.5% • Report rate above 0.5% • Sudden drop in engagement • Increase in negative feedback • Decrease in response rates

Real Example - Recovery Story:

Before (Red Quality): E-commerce store sending daily promotional messages Block rate: 3.2% Report rate: 1.1% Sending limit: Reduced to 100/day

Actions Taken: • Stopped all campaigns for 2 weeks • Removed 30% of unengaged contacts • Implemented double opt-in • Reduced frequency to 2x/week • Improved message personalization • Added clear opt-out instructions

After (Green Quality): 60 days later: Block rate: 0.7% Report rate: 0.2% Sending limit: Restored to 10,000/day Engagement: 40% higher

Key Takeaway:

Quality Rating is your most important metric. Protect it zealously by getting proper consent, providing value, respecting users, monitoring continuously, and acting quickly on issues. Think long-term: One bad campaign can take months to recover from. Always prioritize quality over quantity.

Yes, you can change your WhatsApp Business API phone number, but it's a complex process that requires careful planning. It's much better to choose the right number from the start.

Why Number Changes Are Complex:

Technical Challenges: • WhatsApp ties account data to phone number • Chat history is linked to specific number • Customer contacts have the old number saved • Template messages are approved for specific number • Quality Rating is tied to number

Business Impact: • Customers won't recognize new number • Risk of losing conversation history • Potential service interruption • Need to update all marketing materials • May need to re-verify Business Manager

When You Might Need to Change Number:

Valid Reasons: ✅ Company rebranding or acquisition ✅ Moving to different location/area code ✅ Number was leaked or compromised ✅ Switching from personal to business number ✅ Expanding to multiple numbers (keep old, add new) ✅ Quality Rating irrecoverably damaged

Poor Reasons: ❌ "Don't like the number" (minor inconvenience) ❌ Temporary quality issues (can be fixed) ❌ Trying to avoid restrictions (Meta will track this)

Migration Process:

Option 1: Phone Number Migration (Recommended)

What It Does: • Transfers WhatsApp Business API to new number • Attempts to preserve settings and templates • Minimal data loss

Process:

1. •Prepare: Get new phone number ready
2. •Notify Spoki: Contact support team
3. •Submit Request: Provide both old and new numbers
4. •Verification: Verify ownership of new number
5. •Meta Approval: Wait for Meta to process (1-3 days)
6. •Migration: Spoki team performs migration
7. •Testing: Verify everything works
8. •Go Live: Switch to new number

Timeline: 3-7 days Downtime: 4-24 hours Cost: May incur service fees

What Migrates: ✅ Account settings ✅ Operator permissions ✅ Some templates (may need re-approval) ✅ Integration configurations ✅ Business profile

What Doesn't Migrate: ❌ Chat history (lost) ❌ Contact conversation threads ❌ Quality Rating (starts fresh) ❌ Message limits tier (starts at Tier 1) ❌ Customer saved contacts (they still have old number)

Option 2: Fresh Start (New Account)

What It Does: • Create entirely new WhatsApp Business API account • Start from scratch with new number • Keep old account active during transition

Process:

1. •Set Up: Create new Spoki account with new number
2. •Configure: Rebuild settings, templates, integrations
3. •Parallel Run: Run both numbers simultaneously
4. •Announce: Notify customers of new number
5. •Transition: Gradually move customers to new number
6. •Sunset: Eventually deactivate old number

Timeline: 1-3 months for full transition Downtime: None (parallel operation) Cost: May need two subscriptions temporarily

Advantages: ✅ No downtime ✅ Smooth customer transition ✅ Fresh Quality Rating ✅ Can test before full switch

Disadvantages: ❌ More expensive (dual accounts) ❌ Longer transition ❌ Manage two accounts ❌ Customer confusion

Best Practices for Number Change:

Pre-Migration (1-2 Weeks Before):

1. •Announce Change: • Send broadcast to all contacts • Explain why you're changing • Provide new number • Set expectations for switch date

Example Message:

"Important Update! 📱

We're upgrading our communication system. Starting [Date], our new WhatsApp number will be:

📞 +39 XX XXXX XXXX

Please save this number! We'll continue supporting you from the new number.

For the next 2 weeks, both numbers will be active to ensure smooth transition.

Thank you for your understanding!"

1. •

   Update Materials: • Website • Business cards • Email signatures • Social media • Google Business Profile • All marketing materials

2. •

   Document Everything: • Export chat histories • Save contact lists • Screenshot important settings • Backup automation flows

3. •

   Prepare New Number: • Verify it's active • Test SMS/call reception • Ensure it's not previously registered on WhatsApp

During Migration:

1. •

   Communicate Actively: • Auto-reply on old number: "We've moved! New number: +XX XXX..." • Forward important chats manually • Respond from both numbers during transition

2. •

   Monitor Closely: • Watch for customer confusion • Track messages to old vs new number • Respond quickly to issues

Post-Migration (First Month):

1. •

   Keep Old Number Active (If Possible): • Auto-reply with new number for 30-90 days • Give stragglers time to update • Gradually reduce monitoring

2. •

   Re-build Relationships: • Welcome message from new number • Re-engage inactive customers • Offer migration incentive (small discount/gift)

3. •

   Monitor Quality Rating: • New number = fresh Quality Rating • Start with best practices • Don't blast immediately (warm up new number)

Warm-Up Plan for New Number:

Week 1: Send to 50-100 most engaged contacts Week 2: Expand to 500 contacts Week 3: Expand to 2,000 contacts Week 4+: Full list (if quality remains high)

Avoiding Quality Issues: • Start slow with new number • Only message engaged contacts first • Monitor block/report rates closely • Don't immediately blast full list

Costs Involved:

• New Number: €5-20/month ongoing • Dual Account (if applicable): 1-3 months of double subscription • Time Investment: 10-20 hours of work • Template Re-approval: Free but takes time • Marketing Updates: Variable (new cards, materials, ads)

Common Issues:

Issue 1: Customers Still Message Old Number • Solution: Auto-reply on old number for 3-6 months

Issue 2: Lost Chat History • Solution: Export and save locally before migration; summarize important info in new conversations

Issue 3: Template Approval Delays • Solution: Submit templates for new number 7-14 days before migration

Issue 4: Integration Breaks • Solution: Test all integrations before going live; have fallback plans

Issue 5: Quality Rating Drops • Solution: Warm up new number slowly; don't blast immediately

Alternatives to Consider:

Instead of Changing Number:

1. •Add a Second Number: Keep original, add new for different purpose (e.g., support vs sales)
2. •Fix Quality Issues: Often easier than migration
3. •Rebrand Current Number: Update profile/name without changing number
4. •Use Virtual Number Forwarding: Forward old to new behind the scenes

Final Recommendation:

🎯 Choose Wisely From the Start:

✅ Select a number you can keep long-term ✅ Use business number, not personal ✅ Choose professional (landline or business mobile) ✅ Verify it's not previously used on WhatsApp ✅ Match your business location/area code

💡 If You Must Change:

• Plan 30+ days ahead • Communicate extensively • Use parallel operation if possible • Budget for costs and time • Warm up new number properly • Keep old number auto-reply active

⏱️ Timeline Summary:

• Planning: 2-4 weeks • Migration: 3-7 days • Transition: 1-3 months • Full Adoption: 6-12 months

Bottom Line: Changing numbers is possible but disruptive. Invest time choosing the right number initially to avoid this headache later!

No! This is one of the biggest advantages of WhatsApp Business API over the regular WhatsApp Business App. Your phone can be off, dead, at home, or even destroyed—your business communications continue uninterrupted.

Why No Phone is Needed:

Cloud-Based Architecture:

WhatsApp Business API (used by Spoki) is fully cloud-based, meaning:

• Messages are processed on Meta's servers • No physical device required • No SIM card needs to be inserted anywhere • No smartphone needs to stay powered on • No internet connection required from your side (for the number)

How It Works:

Traditional WhatsApp Business App: Customer → WhatsApp → Your Phone (must be on!) → You see message

WhatsApp Business API (Spoki): Customer → WhatsApp → Meta Cloud Servers → Spoki Platform → Your Team (any device)

What You Actually Need:

Instead of a Phone, You Access Spoki Via:

1. •

   Web Browser: • Any computer with internet • Chrome, Firefox, Safari, Edge • No installation required • Just log in to Spoki dashboard

2. •

   Mobile App: • iOS or Android • Spoki app (not WhatsApp app) • Push notifications • Full feature access

3. •

   Desktop App (Optional): • Native app for Windows/Mac • Better performance • Offline draft mode

Understanding the differences between WhatsApp Business API and the regular WhatsApp Business App helps clarify why no phone is needed.

Key Differences:

Your team can access from: • Office computers • Home laptops • Personal phones • Tablets • Anywhere with internet

What Happens to the Physical Number?

If You Use a Mobile Number: • SIM card can be stored safely (or discarded if virtual) • Don't need to insert it in any device • Number is "registered" to the cloud • No phone needs to have the SIM

If You Use a Landline: • Landline works as normal for voice calls • WhatsApp messages go to cloud (Spoki) • Completely separate channels

The cloud-based nature of WhatsApp Business API provides numerous advantages over traditional phone-dependent systems.

Advantages of Cloud-Based (No Phone Needed):

1. 24/7 Availability: • System never sleeps • No downtime for charging • No accidental power-offs • Always ready to receive messages

2. Reliability: • No physical device to break • No "phone ran out of battery" issues • No "forgot phone at home" problems • Meta's enterprise infrastructure (99.9%+ uptime)

3. Multi-Device, Multi-User: • Entire team can log in simultaneously • From different devices • Different locations • Real-time synchronization

4. Scalability: • Handle thousands of conversations • No phone performance bottleneck • Enterprise-grade infrastructure • Grows with your business

5. Business Continuity: • No single point of failure • Team member quits? No problem—others continue • Device lost/stolen? No impact on business • Natural disaster? Access from anywhere

6. Cost Savings: • No dedicated phone to purchase • No separate mobile plan needed • No device maintenance • No replacement costs

Setup Process (One-Time):

During Initial Verification:

1. •

   You need the phone/SIM temporarily (5-10 minutes) to: • Receive verification code via SMS or call • Confirm ownership of number

2. •

   After verification: • Phone/SIM no longer needed • Can be turned off, removed, stored • Number is now "in the cloud"

Many people have misconceptions about how WhatsApp Business API works, particularly regarding phone requirements.

Common Misconceptions:

❌ Myth: "Like WhatsApp Web, I need phone on nearby" ✅ Reality: No phone needed at all after setup

❌ Myth: "Need to keep phone plugged in and connected" ✅ Reality: Phone can be off, battery dead, doesn't matter

❌ Myth: "If phone breaks, I lose everything" ✅ Reality: Everything is in the cloud, safe and accessible

❌ Myth: "Need expensive smartphone for business WhatsApp" ✅ Reality: No smartphone required, just Spoki account

What You Still Need:

Essential: • Internet connection (for accessing Spoki) • Computer, tablet, or smartphone (to use Spoki) • Spoki account credentials

Not Needed: • Physical phone for the WhatsApp number • SIM card inserted anywhere • Device to be "on" or "connected" • Charging cables or power

Technical Infrastructure:

Meta's Cloud Architecture: • Global data centers • Redundant systems • 99.9%+ uptime SLA • Enterprise-grade security • Automatic backups • Disaster recovery

Spoki's Platform: • Hosted on reliable cloud (AWS/Google Cloud) • Real-time synchronization • Encrypted connections • Multi-region availability • 24/7 monitoring

Real-world examples demonstrate how businesses benefit from not needing a physical phone for WhatsApp Business API.

Real-World Benefits:

Scenario 1: Restaurant

Before (WhatsApp Business App): • Host's phone at front desk (must stay charged) • If phone dies = miss reservation requests • Only host can see messages • Phone gets stolen = disaster

After (Spoki API): • No phone needed • Manager, host, and kitchen all see orders • Access from any device • Never miss a message

Scenario 2: E-commerce

Before (WhatsApp Business App): • Founder's personal phone (must be on) • Travels abroad = connectivity issues • Can't share with team • Phone upgrade = migration nightmare

After (Spoki API): • Cloud-based, always on • Support team in office • Sales team from home • Founder monitors from anywhere

Scenario 3: Service Business

Before (WhatsApp Business App): • Service phone passed between shifts • Dropped and broken = downtime • Messages missed during handoff

After (Spoki API): • All techs access via their own devices • No physical handoff needed • Real-time updates for everyone • No device = no problem

Security Benefits:

✅ No Phone to Lose: • Can't be stolen from employee • Can't be left in taxi • Can't be hacked if lost

✅ Centralized Control: • Manage all access from dashboard • Revoke access instantly if needed • Audit logs of all activity

✅ Encrypted: • End-to-end encryption (like all WhatsApp) • Secure cloud infrastructure • GDPR compliant

This is a HUGE advantage over the traditional WhatsApp Business App and one of the main reasons businesses upgrade to the API!

Yes! Spoki fully supports WABA (WhatsApp Business Account) migration from other Business Solution Providers (BSPs). You can switch to Spoki while keeping your phone number, Business Manager, and most settings intact.

What is WABA Migration?

WABA Migration is the process of transferring your WhatsApp Business API account from one provider (BSP) to another while maintaining:

✅ Same phone number ✅ Same Business Manager ✅ Message templates (after re-approval) ✅ Quality Rating ✅ Message limit tier ✅ Business verification status

Why Migrate to Spoki?

Common Reasons Businesses Switch:

1. Better Pricing: • More competitive rates • Transparent pricing structure • No hidden fees • Volume discounts

2. Superior Features: • Advanced automation builder • AI-powered chatbots • Better CRM integrations • More robust analytics • Multi-channel support (SMS, Voice, Email)

3. Better Support: • Dedicated account manager • Faster response times • Italian support (if needed) • Migration assistance included

4. Easier Platform: • More intuitive interface • Better user experience • Comprehensive documentation • Training and onboarding

5. Technical Issues with Current Provider: • Frequent downtime • Slow performance • Limited API access • Poor integration support

The migration process involves several key steps and typically takes 5-10 days from start to finish.

Step 1: Pre-Migration (1-2 Weeks Before)

Document Current Setup:

1. •Export all contact lists
2. •Screenshot important automations
3. •Save message templates
4. •Document integrations
5. •Export chat histories (if possible)
6. •Note custom workflows

Gather Information: • WhatsApp Business Account ID (WABA ID) • Phone number • Business Manager ID • Current provider name • Contract end date (if applicable)

Notify Stakeholders: • Inform team of upcoming change • Plan migration during low-traffic period • Prepare for brief downtime (2-4 hours typical)

Step 2: Initiate Migration with Spoki

Contact Spoki:

1. •Reach out to sales/support team
2. •Provide current BSP information
3. •Share WABA ID and phone number
4. •Discuss timeline and requirements

Spoki Will: • Verify eligibility for migration • Explain process and timeline • Provide migration checklist • Assign dedicated migration specialist • Schedule migration date

Common Providers We Migrate From:

✅ Twilio ✅ MessageBird ✅ 360dialog ✅ Vonage (Nexmo) ✅ Infobip ✅ Gupshup ✅ WATI ✅ Respond.io ✅ Interakt ✅ Any Meta-authorized BSP

After contacting Spoki, you'll need to coordinate with your current provider to generate a migration token.

Step 3: Request Migration from Current Provider

Important: You need to request migration approval from your current provider (not Spoki).

Process:

1. •Contact current BSP support
2. •Request WABA migration
3. •Provide new BSP information (Spoki)
4. •They will generate migration token
5. •Share token with Spoki

Timeline: Most providers respond within 24-48 hours.

Note: Some providers may try to retain you with offers—stay firm if you've decided to switch.

Step 4: Spoki Executes Migration

Technical Process (Handled by Spoki):

1. •Receive migration token from you
2. •Submit migration request to Meta
3. •Meta processes transfer (1-4 hours)
4. •Verify migration successful
5. •Set up your Spoki account
6. •Configure basic settings
7. •Test message sending

Your Role: • Provide migration token promptly • Be available for verification • Test account after migration • Confirm everything works

Downtime: Typically 2-4 hours during the actual migration.

Migration Timeline:

Total Duration: 5-10 Days

Day 1-3: Documentation and preparation Day 4: Contact current BSP, request migration Day 5-6: Receive migration token Day 7: Spoki executes migration (2-4 hour downtime) Day 8-10: Setup and testing in Spoki

Understanding what transfers automatically and what requires manual setup helps you prepare for migration.

What Migrates Automatically:

✅ Phone Number: Same number, no customer disruption ✅ Business Manager: Linked to same Meta account ✅ Quality Rating: Preserved from previous BSP ✅ Message Limits: Current tier maintained ✅ Business Verification: Green tick (if you had it) ✅ Display Name: Business name and profile

What Requires Manual Setup:

⚠️ Message Templates: Need to be submitted for approval in Spoki (usually auto-approved if previously approved) ⚠️ Automations/Flows: Need to be rebuilt in Spoki (Spoki team helps) ⚠️ Integrations: Reconnect to CRM, Shopify, etc. ⚠️ Contact Lists: Import manually (CSV upload) ⚠️ Quick Replies: Recreate saved responses ⚠️ Tags/Segments: Reconfigure contact organization

What Doesn't Migrate:

❌ Chat History: Previous conversations don't transfer (Meta limitation) ❌ Analytics History: Historical data stays with old BSP ❌ Custom Dashboards: Need to be recreated ❌ Scheduled Messages: Need to be rescheduled

Post-Migration Setup (1-3 Days):

Spoki Onboarding:

1. •Platform Training: Learn Spoki interface
2. •Import Contacts: Upload your contact lists
3. •Recreate Automations: Rebuild workflows (Spoki team assists)
4. •Re-configure Integrations: Connect CRM, e-commerce, etc.
5. •Template Submission: Submit message templates (if needed)
6. •Team Setup: Add operators and set permissions
7. •Test Everything: Send test messages, verify flows

Migration to Spoki is designed to be affordable and smooth, though there are some considerations.

Costs:

No Setup Fees with Spoki (migration customers).

Spoki Subscription: • Starts immediately after migration • Often better pricing than previous BSP • First month sometimes discounted

Potential Challenges & Solutions:

Challenge 1: Current Provider Delays • Solution: Escalate to their management; cite contract terms; Spoki can help advocate

Challenge 2: Contract Lock-in • Solution: Check termination clause; may need to wait until contract end; negotiate early termination

Challenge 3: Lost Chat History • Solution: Export/screenshot important conversations before migration; use email summaries for key chats

Challenge 4: Template Re-approval Time • Solution: Submit templates to Spoki before migration date; most auto-approved if previously approved

Challenge 5: Integration Downtime • Solution: Prepare API credentials in advance; test integrations immediately after migration; have fallback manual processes

Challenge 6: Team Adaptation • Solution: Spoki provides training; create video tutorials; designate "super users" to help others

Customer Impact:

✅ Seamless for Customers: • Same phone number • No action required from them • Conversation continues normally • No saved contact update needed

⚠️ Only Impact: • Brief 2-4 hour period where messages may be delayed • Usually done off-peak hours (night/weekend) • Auto-reply can notify of maintenance

Following these best practices ensures a smooth migration with minimal disruption to your business.

Best Practices:

✅ Before Migration: • Choose low-traffic period (weekend, holiday) • Document everything thoroughly • Inform customers of potential brief disruption • Have team available during migration • Test Spoki trial/demo beforehand

✅ During Migration: • Monitor migration progress • Be available for verification • Don't send messages during downtime window • Have support contacts ready (both BSPs)

✅ After Migration: • Send test message immediately • Verify all critical integrations • Confirm templates are active • Check contact lists imported correctly • Monitor first few days closely • Collect team feedback

Migration Checklist:

Week Before: ☑️ Export all contact lists ☑️ Document automations and flows ☑️ Screenshot key settings ☑️ Save message templates ☑️ List all integrations ☑️ Inform team and customers ☑️ Schedule migration date

Day Of: ☑️ Request migration token from current BSP ☑️ Provide token to Spoki ☑️ Monitor migration progress ☑️ Test immediately after completion

Day After: ☑️ Import contacts ☑️ Recreate automations ☑️ Reconnect integrations ☑️ Submit templates (if needed) ☑️ Train team ☑️ Send test campaigns ☑️ Monitor performance

Success Story Example:

E-commerce Business Migration:

Previous BSP: Twilio Reason: High costs + limited features Migration Time: 6 days total, 3 hours downtime

Result: • 40% cost reduction • Better automation capabilities • Improved team collaboration • Faster support response • No customer complaints • Smooth transition

Spoki makes the migration process as simple as possible with dedicated support and white-glove service.

Spoki's Migration Support:

Spoki provides white-glove migration service:

✅ Dedicated migration specialist ✅ Step-by-step guidance ✅ Technical assistance throughout ✅ Automation recreation help ✅ Integration setup support ✅ Team training sessions ✅ 30-day post-migration support

Ready to Migrate?

Contact Spoki: • 📧 Email: [email protected] • 💬 WhatsApp: [Spoki number] • 🌐 Website: /book-a-demo

Provide: • Current BSP name • Your WABA ID • Phone number • Business Manager ID • Desired migration date

We'll Handle the Rest!

Migration is easier than you think with Spoki's support team. Most businesses complete the process in under a week with minimal disruption.

Key Benefits of Migrating:

🎯 Same phone number (no customer impact) 💰 Better pricing and transparent costs 🚀 Superior features and automation 👥 Dedicated support team ⚡ Minimal downtime (2-4 hours) 📊 Improved analytics and insights 🔧 Easy integrations 📱 Better user interface

Timeline Summary: • Planning: 1-2 weeks • Token request: 1-2 days • Migration execution: 2-4 hours • Setup and testing: 1-3 days • Total: 5-10 days

Don't let fear of migration keep you with an inferior provider—Spoki makes it smooth and painless!

Yes, Meta Business Manager is required to use WhatsApp Business API through Spoki.

Why It's Required:

• Meta Policy: WhatsApp Business API must be linked to a verified Business Manager

• Business Verification: Confirms your business is legitimate

• Security: Protects your account and ensures compliance

• Account Management: Centralized control of all Meta business tools

Setup Process:

1. •Create a Business Manager at business.facebook.com
2. •Verify your business (provide business documents)
3. •Connect to Spoki during onboarding
4. •Link your WhatsApp number

Timeline: Verification typically takes 1-3 days. Spoki's onboarding team will guide you through the entire process.

If you don't have a Business Manager yet, don't worry—we'll help you create one during setup!

The Green Tick (Official Business Account badge) is Meta's verification for well-known brands and high-profile businesses.

Requirements:

• Brand Recognition: Established brand with significant public presence

• Authenticity: Verified business identity and documentation

• Media Presence: Coverage in news, press, or multiple references

• Large Following: Substantial social media presence or customer base

Application Process:

1. •Complete Business Manager verification
2. •Submit verification request through Meta
3. •Provide supporting documents (business registration, articles, press coverage)
4. •Wait for Meta review (2-4 weeks)

Important Notes:

• Meta has sole discretion on approval • Not all businesses qualify (mostly for large brands, public figures, entities) • Spoki can assist with application, but cannot guarantee approval • Your account works fully without Green Tick

Alternative: If you don't get the Green Tick, focus on building a strong Display Name and Business Profile to establish trust with customers.

Account activation typically takes 1-5 days, depending on Meta's Business Manager verification process.

Timeline Breakdown:

Immediate (Same Day):

• Create Spoki account • Connect phone number • Basic platform setup

1-3 Days (Business Manager Verification):

• Meta reviews your business documents • Verifies business legitimacy • Approves Business Manager

1-2 Days (API Activation):

• Link WhatsApp number to API • Configure business profile • Submit first message templates • Complete platform setup

Factors That Affect Speed:

✅ Faster (1-2 days): Established business with clear documentation ⚠️ Slower (3-5 days): New business, incomplete documents, additional verification needed

Pro Tip: Prepare your business documents in advance (business registration, tax ID, proof of address) to speed up the verification process.

Once activated, you can start messaging customers immediately!

Yes! You can manage multiple WhatsApp numbers and accounts under the same organization in Spoki.

Common Use Cases:

• Multi-Location Business: Different number for each store/office

• Department Separation: Separate numbers for Sales, Support, Billing

• Brand Portfolio: Different brands under one company

• International: Local numbers for different countries

• Testing: Production and test/staging environments

How It Works:

• One Spoki organization can have multiple WhatsApp accounts • Each account has its own phone number • Shared billing and user management • Switch between accounts easily • Centralized analytics and reporting

Pricing:

Each account requires its own subscription plan. Volume discounts available for multiple accounts.

Setup:

Contact our support team to add additional accounts to your organization. We'll guide you through the setup process and help you configure multiple numbers efficiently.

Spoki integrates with thousands of platforms through native integrations, Zapier, Make (Integromat), and Webhooks.

Native Integrations:

• E-commerce: Shopify, WooCommerce, PrestaShop, Magento

• CRM: HubSpot, Salesforce, Pipedrive, Zoho, ActiveCampaign

• Marketing: Mailchimp, Google Sheets

• Payment: Stripe, PayPal

• Support: Zendesk

Via Zapier/Make:

Connect to 4,000+ platforms including: • Google Workspace (Sheets, Calendar, Drive) • Microsoft Office 365 • Slack, Trello, Asana • WordPress, Webflow • Custom apps via API

Webhooks & API:

Full REST API for developers to build custom integrations.

Pro Tip: If you don't see your platform listed, we can likely integrate it via Zapier/Make or build a custom connection.

Make and Zapier enable powerful automation workflows between Spoki and thousands of apps—no coding required.

Popular Automation Examples:

E-commerce:

• New Shopify order → Send WhatsApp confirmation • Abandoned cart → Trigger recovery message after 1 hour • Product shipped → Send tracking link via WhatsApp

CRM:

• New WhatsApp contact → Add to HubSpot/Salesforce • Lead qualified → Notify sales team on WhatsApp • Deal closed → Send thank you message

Productivity:

• WhatsApp message received → Create Trello card • New contact → Add row to Google Sheets • Form submission → Send WhatsApp confirmation

Marketing:

• Event registration → Send WhatsApp reminder 24h before • Survey response → Trigger follow-up sequence • Webinar signup → Send joining link via WhatsApp

How It Works:

1. •Choose trigger (e.g., "New order on Shopify")
2. •Add action (e.g., "Send WhatsApp message via Spoki")
3. •Map data fields
4. •Activate automation

No coding needed—visual interface makes it easy!

Yes! Spoki provides comprehensive REST APIs for developers who want to build custom integrations and features.

API Capabilities:

• Send Messages: Text, media, templates, buttons

• Receive Webhooks: Real-time message notifications

• Contact Management: Create, update, delete, tag contacts

• Conversation Data: Access chat history and metadata

• Automation Triggers: Start flows programmatically

• Analytics: Retrieve campaign and message statistics

Developer Resources:

• Complete API documentation • Code examples (Python, PHP, Node.js, Java) • Postman collection • Sandbox environment for testing • Webhook debugger • Developer support

Authentication: Secure API keys with rate limiting and access controls.

Use Cases:

• Custom CRM integration • Real-time notifications from your app • Automated reporting systems • Advanced chatbot logic • Multi-platform communication hub

View API Documentation to get started.

Yes! Spoki has native integrations with major CRMs and supports custom connections.

Supported CRMs:

• HubSpot: Native bidirectional sync

• Salesforce: Real-time contact and lead sync

• Pipedrive: Deal and contact management

• Zoho CRM: Contact and activity sync

• ActiveCampaign: Marketing automation integration

• Custom CRMs: Via API, Zapier, or Make

What Gets Synced:

• Contact information (name, phone, email) • WhatsApp conversation history • Tags and custom fields • Lead status and pipeline stage • Activity timeline • Notes and interactions

Benefits:

• Single source of truth for customer data • Complete conversation history in CRM • Automated lead qualification • Better sales team coordination • Unified reporting and analytics

Setup takes 15-30 minutes. Our team can help you configure the integration.

Spoki's CRM sync is bidirectional and real-time, keeping your customer data perfectly synchronized.

How It Works:

WhatsApp → CRM:

• New WhatsApp contact → Create CRM contact • Customer replies → Log activity in CRM • Tags added → Update CRM fields • Conversation closed → Update deal stage

CRM → WhatsApp:

• New CRM lead → Add to Spoki contact list • CRM field updated → Update WhatsApp contact • Deal stage change → Trigger WhatsApp message • Task created → Send WhatsApp reminder

Sync Options:

• Real-time: Updates happen instantly (recommended) • Scheduled: Sync every X minutes/hours • Manual: Trigger sync on-demand

Data Mapping:

Customize which fields sync between Spoki and your CRM: • Map WhatsApp fields to CRM properties • Choose which data flows in each direction • Set up custom field transformations

Conflict Resolution: Define rules for handling duplicate contacts or conflicting data.

Result: Your team always has up-to-date customer information in both systems!

Yes! You can automatically create and update CRM records based on WhatsApp interactions.

Auto-Create Scenarios:

New Contact:

• Customer messages you for the first time → Automatically creates CRM contact • Includes: phone number, name (if provided), conversation history

Lead Capture:

• Customer fills chatbot form → Creates qualified lead in CRM • Includes: contact info, qualification answers, lead score

Deal Creation:

• Customer requests quote → Creates deal/opportunity in CRM • Includes: products interested, budget, timeline

Automation Rules:

Set up triggers like: • IF contact has tag "Qualified Lead" → Create CRM lead • IF customer mentions "price" → Create sales opportunity • IF conversation resolved → Update CRM ticket status

Enrichment:

Spoki can enrich CRM data with: • Conversation transcripts • Customer sentiment analysis • Engagement level • Preferred communication times

Result: Your CRM stays updated automatically—no manual data entry required!

Spoki goes beyond traditional CRM by offering true Customer Engagement Management (CEM)—a more advanced approach to customer relationships.

Traditional CRM (Customer Relationship Management):

• Quantitative data: Names, emails, phone numbers, purchase amounts • Database-focused: Stores transactional records • Static information: Historical data and demographics • Manual insights: Requires human analysis • Generic communication: Basic segmentation

CEM with Spoki (Customer Engagement Management):

• Qualitative + Quantitative data: Combines numbers with conversation context, sentiment, intent • Behavioral intelligence: Understands how customers interact, not just what they buy • Semantic analysis: AI interprets conversation meaning, tone, and emotions • Real-time insights: Automatically identifies customer needs, preferences, pain points • Hyper-personalized automation: Messages adapt based on individual behavior and context

The CEM Advantage:

AI-Powered Intelligence: • Analyzes conversation patterns and sentiment • Detects buying intent and urgency • Identifies customer mood and satisfaction level • Predicts next best action

Behavioral Personalization: • Adapts messaging based on interaction history • Sends content at optimal times for each customer • Adjusts tone based on customer preferences • Triggers actions based on behavioral signals

True Sales Automation: • Auto-qualifies leads from conversations • Detects upsell/cross-sell opportunities • Personalizes offers based on expressed needs • Nurtures relationships with contextual follow-ups

Example Comparison:

CRM Approach: "Customer #12345 bought product A on March 1. Send generic follow-up email."

CEM Approach (Spoki): "Maria expressed interest in Product A, asked about size M, mentioned urgency ("need by Friday"), positive tone. → Send personalized WhatsApp: 'Hi Maria! Product A in size M is in stock and can ship today for Friday delivery. Want to complete your order?' "

Result: CEM transforms relationships from data points to meaningful engagement—driving 3-5x better conversion through intelligent, context-aware automation powered by AI.

Yes! Spoki's Shopify integration is one of our most powerful e-commerce features.

What You Can Do:

• Abandoned Cart Recovery: Automatically message customers who leave items in cart

• Order Confirmations: Send instant confirmation with order details

• Shipping Updates: Real-time tracking notifications

• Product Recommendations: Suggest products based on browsing/purchase history

• Post-Purchase: Request reviews, offer related products, gather feedback

• Customer Support: Answer product questions via WhatsApp

• VIP Customers: Tag high-value customers for special treatment

Results:

• 40-60% cart recovery rate (vs 10-15% for email) • 30-50% increase in repeat purchases • Higher customer satisfaction with proactive updates

Setup: Install Spoki app from Shopify App Store → Connect account → Configure automations → Done! (15 minutes)

Works with all Shopify plans including Shopify Plus.

Absolutely! Abandoned cart recovery on WhatsApp is one of Spoki's most effective features.

Why WhatsApp Outperforms Email:

• 98% open rate vs 20% for email

• 40-60% recovery rate vs 10-15% for email

• Faster response: Customers reply within minutes

• Personal feel: More conversational and engaging

How It Works:

1. •Customer adds items to cart but doesn't complete purchase
2. •Wait 1-2 hours (give them time to return naturally)
3. •Send personalized message: "Hi [Name]! You left these items in your cart: [Products]. Complete your order now and get [discount]!"
4. •Include direct link to cart with one-click checkout
5. •Follow-up if no response (optional 24h later)

Best Practices:

• Offer small incentive (5-10% discount, free shipping) • Personalize with customer name and product images • Create urgency ("Limited stock!" or "Offer expires in 24h") • Make checkout frictionless (direct cart link)

Average Results: €20-50 recovered per message for typical e-commerce stores.

Yes! Spoki fully supports WooCommerce (WordPress e-commerce platform).

WooCommerce Integration Features:

• Order Notifications: Confirmation, processing, shipped, delivered

• Abandoned Carts: Automatic recovery sequences

• Product Updates: New arrivals, back-in-stock alerts

• Customer Support: WhatsApp button on product pages

• Transactional Messages: Order status, tracking, delivery

• Marketing Campaigns: Promotions to customer segments

Setup Methods:

Option 1: Plugin (Easiest) • Install Spoki WooCommerce plugin • Connect your Spoki account • Configure notification templates

Option 2: Zapier/Make • Connect WooCommerce + Spoki via automation • More flexible custom workflows

Option 3: API • Custom integration for developers • Full control over functionality

Requirements: WooCommerce 3.0+ and WordPress 5.0+

Pro Tip: Enable order status notifications first—customers love real-time updates on their purchases!

Yes! Automated shipping notifications keep customers informed and reduce "Where is my order?" inquiries.

Automated Notifications:

Order Confirmed: "Thanks for your order #12345! We're preparing it now. You'll get tracking info soon."

Order Shipped: "Your order #12345 is on its way! 📦 Tracking: [link] Expected delivery: March 25"

Out for Delivery: "Your package is out for delivery today! Expect it by 6 PM."

Delivered: "Your order has been delivered! 🎉 Enjoy your purchase!"

Delayed (if applicable): "Small delay with your order #12345. New expected delivery: March 27. Sorry for the inconvenience!"

How It Works:

• Integration with your e-commerce platform (Shopify, WooCommerce, etc.) • Automatically detects order status changes • Sends WhatsApp message with relevant info • Includes tracking links and delivery estimates

Benefits:

• 70% reduction in "Where is my order?" support tickets • Higher customer satisfaction • Fewer delivery issues (customers are home when package arrives) • Opportunity for upselling (include product recommendations)

Supports: DHL, UPS, FedEx, USPS, and 100+ carriers worldwide.

Yes! You can collect payments via WhatsApp using payment links and integrated gateways.

Payment Methods:

• Payment Links: Send Stripe, PayPal, or bank-specific payment links directly in chat

• WhatsApp Pay: Meta's native payment feature (where available - India, Brazil)

• Invoice Links: Generate and send invoices with payment options

• Bank Transfer: Provide bank details for direct transfers

How It Works:

1. •Customer requests product/service
2. •You confirm order details and total
3. •Send payment link: "Here's your payment link: [secure link]. Total: €49.99"
4. •Customer clicks link → Pays securely
5. •You receive payment confirmation
6. •Proceed with order fulfillment

Supported Payment Gateways:

• Stripe • PayPal • Square • Local gateways (Satispay, SumUp, etc.)

Security:

• Payments processed by certified providers • PCI-DSS compliant • Encrypted transactions • No card details stored in WhatsApp

Use Cases: Consultations, bookings, reservations, product purchases, service fees, subscriptions

Pro Tip: Combine with automated order confirmations for seamless purchase experience!

Yes! Spoki supports WhatsApp Product Catalogs and Conversational Commerce—sell directly on WhatsApp even without an existing e-commerce site.

Catalog Options:

1. Meta Catalog Sync:

• Connect Meta Commerce Manager: Sync your Facebook/Instagram catalog to WhatsApp • Automatic updates: Products, prices, stock sync in real-time • Multi-platform: Use same catalog across Facebook, Instagram, WhatsApp • Rich product cards: Images, descriptions, prices displayed beautifully

2. E-commerce Platform Sync:

• Shopify, WooCommerce, Magento: Automatic catalog sync from your store • Real-time inventory: Stock levels update automatically • Price synchronization: Always show current prices • Product variants: Sizes, colors, options all synced

3. Native WhatsApp Catalog (No E-commerce Needed):

• Upload directly: Add products to WhatsApp catalog without external store • Perfect for small businesses: Start selling without building website • Up to 500 products: Sufficient for most small/medium businesses • Easy management: Add/edit products from Spoki dashboard

Conversational Commerce:

Browse & Shop in Chat: • Customers view catalog in WhatsApp • Browse products with images and details • Add items to cart • Complete purchase—all in chat

AI Shopping Assistant: • Chatbot helps find products: "Show me blue dresses under €50" • Product recommendations based on preferences • Answer product questions • Guide through checkout process

Payment Collection: • Send payment links (Stripe, PayPal) • WhatsApp Pay (where available) • Cash on delivery • Bank transfer instructions

Benefits:

• No website needed: Sell with just WhatsApp • Lower friction: Customers shop where they already chat • Personal service: Conversational, not transactional • Higher conversion: 3-5x better than traditional e-commerce

Perfect For: Retailers, fashion, beauty, food delivery, local businesses, artisans, service providers.

A Message Template is a pre-approved message format required by Meta for sending business-initiated conversations on WhatsApp.

Why Templates Are Required:

• Meta Policy: All marketing, promotional, or informational messages must use approved templates

• Anti-Spam: Ensures businesses send quality, compliant messages

• User Protection: Templates are reviewed to prevent spam and abuse

Template Components:

• Header: Optional image, video, document, or text • Body: Main message content (up to 1,024 characters) • Footer: Optional small text (e.g., "Reply STOP to unsubscribe") • Buttons: Optional quick replies or call-to-action buttons

Template Categories:

• Marketing: Promotions, offers, announcements • Utility: Account updates, order status, appointment reminders • Authentication: OTP codes, verification messages

Approval Time: Most templates are approved within minutes to 24 hours.

After 24 Hours: You can send unlimited template-free replies to customers who message you first!

Meta (Facebook/WhatsApp) reviews and approves all message templates to ensure compliance with their policies.

Approval Process:

1. •You create a template in Spoki
2. •Submit for Meta review
3. •Meta's automated system reviews (most templates)
4. •If needed, human reviewer checks (complex cases)
5. •Approval or rejection (with reason)

Approval Time:

• 90% of templates: Approved within 15 minutes to 2 hours • Complex templates: May take up to 24 hours • High-risk categories: Up to 48 hours

Rejection Reasons:

• Policy violations (spam, prohibited content) • Missing opt-out instructions • Misleading information • Poor grammar or unclear message • Prohibited categories (adult, gambling, etc.)

Spoki's Role:

Spoki shows you real-time approval status and provides guidance to improve rejected templates. We also offer pre-approved template library to speed up your setup!

Pro Tip: Start with utility templates (order confirmations, shipping updates)—they have highest approval rates!

Yes! You can include rich media in your WhatsApp templates to make messages more engaging.

Supported Media Types:

Images: • JPEG, PNG • Max size: 5 MB • Recommended: 800x800px • Use for: Product photos, promotions, infographics

Videos: • MP4, 3GPP • Max size: 16 MB • Max length: 60 seconds • Use for: Product demos, announcements, tutorials

Documents: • PDF, DOC, XLS • Max size: 100 MB • Use for: Catalogs, invoices, guides, menus

How to Add Media:

1. •Create template in Spoki
2. •Select "Header" → Choose media type
3. •Upload file or provide URL
4. •Submit for approval
5. •Use in campaigns once approved

Benefits:

• 60% higher engagement than text-only • Visual appeal catches attention • Better conversions for products/services

Best Practices: • Use high-quality, relevant images • Keep videos short and impactful • Compress files for faster loading • Test on mobile devices

Note: Media must comply with Meta's policies (no prohibited content).

Interactive buttons make your messages actionable and improve customer engagement.

Quick Reply Buttons:

Allow customers to respond with one tap:

• Up to 3 buttons per message • Text-based (up to 25 characters) • Sends button text as customer reply

Example: "Interested in our summer sale?" [Yes, tell me more] [No, thanks] [View catalog]

Call-to-Action (CTA) Buttons:

Direct customers to take specific actions:

• Visit Website: Opens URL in browser • Call Phone Number: Initiates phone call • Up to 2 CTA buttons per message

Example: "Check out our new collection!" [Shop Now 🛍️] [Call Us ☎️]

Benefits:

• 40-60% higher engagement vs text-only • Easier for customers (no typing required) • Clear call-to-action drives conversions • Trackable: See which buttons get clicked

Use Cases: • Product launches → [Shop Now] [Learn More] • Appointments → [Book Now] [Reschedule] • Support → [Track Order] [Contact Support] • Surveys → [Very Satisfied] [Satisfied] [Not Satisfied]

Setup: Add buttons when creating your message template in Spoki!

Yes! Dynamic variables let you personalize each message with customer-specific data.

How It Works:

In your template, use placeholders like {{1}}, {{2}}, {{3}}:

Template: "Hi {{1}}! Your order #{{2}} will arrive on {{3}}. Track it here: {{4}}"

Sent Message: "Hi Maria! Your order #12345 will arrive on March 25. Track it here: [link]"

Common Personalizations:

• {{1}}: First name • {{2}}: Last name or order number • {{3}}: Company name • {{4}}: Custom field (date, amount, product, etc.)

Data Sources:

Spoki pulls data from: • Contact database (name, phone, custom fields) • CRM integration (tags, segments, properties) • E-commerce platform (order details, products) • CSV upload (for one-time campaigns)

Benefits:

• 3x higher engagement than generic messages • Feels personal, not mass-broadcast • Better conversion rates • Stronger customer relationships

Best Practices: • Always have fallback for missing data ("Hi there!" if name unavailable) • Test with sample data before sending • Don't over-personalize (creepy factor)

Result: Every customer gets a message that feels made just for them!

Yes, Meta implements messaging limits called Tiers based on your account's quality and history.

Messaging Tier System:

Tier 1 (Starting):
• 1,000 business-initiated conversations/day • All new accounts start here

Tier 2 (Growing):
• 10,000 conversations/day • Upgraded after consistent quality messaging

Tier 3 (Established):
• 100,000 conversations/day • For high-volume, high-quality senders

Unlimited:
• 100,000+ conversations/day • Rare, for enterprise accounts with excellent Quality Rating

How to Increase Your Tier:

• Send quality messages: Relevant, valuable content • Maintain high Quality Rating: Low block/report rates • Consistent sending: Regular (not sporadic) campaigns • User engagement: High response and interaction rates

Timeline: Tiers typically upgrade every 7-14 days if quality is maintained.

Important Notes:

• Limits apply to business-initiated conversations only • Customer-initiated conversations (replies to your messages within 24h) are unlimited • Poor Quality Rating can downgrade your tier

Pro Tip: Start slow, build engagement, and your limits will grow naturally!

Quality Rating is Meta's score for your WhatsApp number based on customer feedback and behavior.

Rating Levels:

🟢 High (Green): Healthy account, no restrictions 🟡 Medium (Yellow): Warning—improve immediately 🔴 Low (Red): Severe restrictions, risk of ban

How It's Calculated:

Meta monitors (7-day rolling window):

• Block Rate: % of users who block your number • Report Rate: % of users who report as spam • User Feedback: Positive vs negative reactions

Quality Thresholds:

• High: Block rate <1%, Report rate <0.5% • Medium: Block rate 1-2%, Report rate 0.5-1% • Low: Block rate >2%, Report rate >1%

Consequences of Low Rating:

• Reduced sending limits (e.g., 1,000 → 100/day) • Template approval delays • Account suspension risk • Tier downgrade

How to Maintain High Rating:

✅ Only message opted-in contacts ✅ Send valuable, relevant content ✅ Respect timing (business hours) ✅ Easy opt-out ("Reply STOP") ✅ Segment audience properly ✅ Monitor engagement

Recovery: If downgraded, focus on quality for 7-14 days to improve rating.

Check in Spoki: Dashboard shows your current Quality Rating in real-time!

Absolutely NO. Using purchased contact lists is prohibited by Meta and will result in immediate account suspension and potential permanent ban.

Why Purchased Lists Are Dangerous:

Legal Issues: • GDPR Violation: Up to €20M fine or 4% of annual revenue • Privacy Laws: Violates consent requirements in most countries • WhatsApp Policy: Explicit prohibition, leads to instant ban • No Consent: People never agreed to receive messages from you

Quality Rating Destruction: • 80-90% block rate: People don't recognize your number • High spam reports: Recipients mark as spam immediately • Instant Red Rating: Account flagged within hours • Account suspension: Usually permanent, no appeals

Business Damage: • Wasted money (lists + setup) • Reputation damage • Cannot recover banned account • Legal liability • Lost customer trust

What to Use Instead:

✅ Your Own Customers: • People who bought from you • Existing customer database (with consent) • Past interactions and relationships

✅ Website Visitors: • Opt-in forms on your site • Newsletter subscribers (who agreed to WhatsApp) • Chat widget conversations

✅ Social Media Followers: • Facebook/Instagram Click-to-WhatsApp ads • QR codes in posts • Direct messages with consent

✅ In-Store Collection: • POS opt-in during checkout • Loyalty program signups • Event registrations

✅ Organic Growth: • Referral programs • Word of mouth • Content marketing

The Right Approach:

Build Your List Organically: • Start small with real customers • Grow gradually with quality contacts • Focus on engagement, not volume • Maintain trust and relationships

Result: A smaller, engaged list of 500 real customers outperforms 10,000 purchased contacts every time—with 50x better engagement, zero risk of ban, and sustainable growth.

Yes! Spoki allows you to schedule campaigns in advance for optimal timing.

Scheduling Options:

Specific Date & Time: • Choose exact date: "March 25, 2024" • Choose exact time: "10:00 AM" • Respects recipient time zones (optional)

Recurring Campaigns: • Daily (e.g., daily deal at 9 AM) • Weekly (e.g., Monday newsletter) • Monthly (e.g., first of month reminder) • Custom intervals

Smart Timing: • Send at optimal engagement times (Spoki suggests based on your data) • Avoid late nights/early mornings • Respect holidays and weekends

How to Schedule:

1. •Create your campaign in Spoki
2. •Select recipients and template
3. •Choose "Schedule" instead of "Send Now"
4. •Pick date and time
5. •Confirm → Campaign queued

Benefits:

• Plan ahead: Prepare campaigns in advance • Optimal timing: Send when customers are most active • Time zone friendly: Reach global audiences at local times • Work-life balance: Schedule during work hours, send anytime

Pro Tip: Schedule campaigns for Tuesday-Thursday, 10 AM - 2 PM for highest engagement!

Cancel Anytime: Scheduled campaigns can be edited or cancelled before send time.

List Messages are interactive menus that let customers choose from multiple options in an organized format.

What They Look Like:

Customer sees a button "View Options" → Tap → Full-screen menu appears with up to 10 choices → Select one → Response sent

Features:

• Up to 10 options (vs 3 for Quick Reply buttons) • Organized sections: Group related options • Descriptions: Each option can have subtitle • Clean interface: Better UX than long text lists

Example Use Cases:

Product Selection:

Choose your size: ▫️ Small ▫️ Medium ▫️ Large ▫️ X-Large

Service Menu:

What can I help with? Section: Support ▫️ Track Order ▫️ Return Item Section: Sales ▫️ New Order ▫️ Check Availability

Appointment Booking:

Select time slot: ▫️ 9:00 AM ▫️ 10:30 AM ▫️ 2:00 PM ▫️ 4:30 PM

Benefits:

• Better UX: Clean, organized, mobile-friendly • Higher completion: Easier than typing • Fewer errors: No typos or misunderstandings • Flexible: Up to 10 options vs 3 for buttons

Setup: Available in Spoki's chatbot builder and automation flows. Perfect for menus, catalogs, and multi-step processes!

Meta Marketing API (also called Conversions API) allows Spoki to send conversion events back to Meta, proving your messages drive real business value—which significantly improves your Quality Rating.

How It Works:

1. •You send WhatsApp marketing message via Spoki
2. •Customer clicks link and takes action (purchase, signup, booking)
3. •Spoki automatically reports conversion to Meta via Marketing API
4. •Meta sees: "This message generated real value"
5. •Your Quality Rating improves

Why This Prevents Spam:

Without Marketing API: • Meta only sees: "Business sent message" • No proof message was valuable • Higher risk of being flagged as spam • Quality Rating based only on blocks/reports

With Marketing API: • Meta sees: "Message → €50 purchase" • Proves messages drive conversions • Demonstrates customer value • Meta rewards quality campaigns with better rating

Tracked Conversion Events:

• Purchase: Customer completed order • Add to Cart: Product added • Lead: Form submission, signup • Booking: Appointment scheduled • Custom Events: Any valuable action

Benefits:

• Higher Quality Rating: Meta recognizes your messages create value • Spam Prevention: Distinguish legitimate marketing from spam • Better Sending Limits: Faster tier upgrades • Campaign Optimization: See which messages drive conversions • ROI Tracking: Measure actual revenue from WhatsApp

Spoki Integration: Automatically configured with e-commerce platforms (Shopify, WooCommerce) and custom tracking for other use cases.

We have different plans suitable for various needs. Visit the Pricing page for updated details.

A conversation on Spoki is an interaction between a company and a customer, measured in 24-hour windows from the first message sent by the company. From the moment a conversation is open all messages exchanged within it are free. Only one conversation, the first one opened, will be counted.

At the end of 24h, you will not be able to contact the customer with a free message, but you will have to reopen the conversation with a template message.

Conversations on WhatsApp API divide into:

• •Marketing: marketing-type conversations include items such as promotions, offers, informational updates, or invitations to customers to respond or take action.
• •Utilities: utility-type conversations facilitate specific, agreed-upon requests or transactions, or provide updates to the customer on an ongoing transaction. These may include transaction confirmations, updates on transactions, and/or post-purchase notifications.
• •Authentication: authentication conversations allow companies to authenticate users with one-time passwords, potentially at multiple steps of the login process (e.g., account verification, account recovery, integrity challenges).
• •Service: service conversations are opened by users who message the company. Companies can respond for free within a 24-hour window.

In Spoki, a recharge is a prepaid credit that you use to cover the costs of communication channels, such as WhatsApp, without additional fees. Recharges are available in different amounts. The credit does not expire, so you can use it whenever you need it. If you pay in a currency other than euros, the amount is converted at the current exchange rate to euros before being added to your balance. Auto-recharging ensures that you keep your balance always positive and avoid service interruptions.

In order to activate Spoki you will need to have a phone number, landline or mobile, that is capable of receiving incoming SMS or text messages for validation and activation of the number.

The selected number must have no call detour and most importantly, you must have previously deleted any WhatsApp accounts from the number you intend to activate on Spoki!

Yes. It is possible to have a WhatsApp Business account and a WhatsApp Cloud API account at the same time and manage the features of both accounts simultaneously without losing your account's chat history.

If you exceed the number of conversations in your plan, you can go over the monthly limit up to 3 times, paying 25% more for each extra conversation. If you exceed 300% of the limit, you will have to compulsorily change your plan or you will not be able to send messages again until the next month.

You will be charged extra fees at the end of the monthly cycle.

Example:

If you have the Marketing plan with 1,500 conversations per month, you can go up to 4,500 conversations without changing plans. Extra conversations beyond 1,500 will cost you 25% more, so:

📌 189€ / 1,500 * 1.25 = 0.1575€ per extra conversation

The system will alert you when you approach the limit and, if you reach 4,500 conversations, will block sending new messages until you upgrade the plan.

No, the plan includes a defined number of conversations to be used during the subscription period. The cost for the actual consumption of conversations is separate and is paid directly to Meta, without any additional fees.

You can change plans at any time, either by changing the type of plan or the size (number of conversations included).

• If you change size, you can choose to apply the change immediately or at the end of the monthly (quarterly/annual) cycle. If you choose to start immediately, you pay immediately and the cycle restarts from that time.

• If you change plans, the change starts right away and you only pay the difference for the unused days.

• Size downgrade always occurs from the next cycle. If the new plan costs less, the difference for unused days is discounted in the next cycle (currently handled only at the end of the cycle).

You can pay for the plan annually or quarterly at a discount. If you upgrade during the year, you pay only the difference for the remaining months. Again, you can choose to apply now (anticipating the cost of the remaining days) or wait until the end of the monthly cycle.

In order to use WhatsApp Cloud API through Spoki, the first thing to do is to request approval from WhatsApp.

Approval from WhatsApp is a process that can take up to 10 days, although on average you have immediate activation if all requirements are met.

WhatsApp Cloud API Prerequisites:

• Being a business and therefore having a regular VAT number.

• Comply with the regulations on WhatsApp sales. Some product categories cannot use this WhatsApp channel. In general, those companies that sell cannot activate Spoki:

◦ Unsafe dietary supplements, ◦ tobacco, ◦ organs and live animals, ◦ adult products and services, ◦ multilevel marketing, ◦ betting ◦ ...

• We recommend that you consult the WhatsApp Sales Policy.

• Having a website

• Have Meta Business Manager and be an administrator. When applying Meta/Facebook will verify your account. (Unverified accounts cannot use WhatsApp API).

• The phone number you want to use must be able to receive SMS or phone calls for initial verification.

No. You'll just have to wait until the subscription runs out to discontinue it

WhatsApp API comes at a cost because it is designed for businesses and offers advanced features such as automations, CRM integration, data analytics, and large-scale management. Costs vary according to the category of the message template (e.g., marketing, utility, authentication) and the country of the recipient.

Yes, all messages are charged.

Starting from July 1st, 2025, costs are charged per message:

• The cost is charged only when a template message is delivered ("type":"template").

• Rates vary based on the template category and the international prefix of the recipient's WhatsApp phone number.

Meta offers value to businesses in several ways:

• All free-form messages are free ("type":"text", "type":"image", etc.). They can only be sent within an open customer service window. See Sending messages for a list of message types.

• Utility templates delivered within an open customer service window are free.

• You can unlock lower rates for utility and authentication message templates, based on message volume.

• All messages are free for 72 hours, including template messages, if sent within an open free entry point window.

These are the categories defined by Meta. Marketing: promotions. Utility: post-purchase/transactional. Service: support (initiated by the user).

Yes, Spoki usually offers a trial period or a free plan to test the platform.

Some services or Meta conversation costs can be managed through a rechargeable wallet (credits) in the platform.

Yes, you can manage your subscription directly from the platform settings.