How does the WhatsApp Business API work?

The **WhatsApp Business App** and the **WhatsApp Business API** (used by Spoki) are two completely different solutions designed for different business needs:\n\n**WhatsApp Business App:**\n• Designed for small businesses and sole proprietors\n• Manual message management\n• Limited to 5 devices simultaneously\n• Maximum 256 contacts per broadcast\n• No automation capabilities\n• Free but with significant limitations\n• No CRM or integration support\n\n**WhatsApp Business API (Spoki):**\n• Designed for medium to large businesses\n• **Unlimited operators**: Your entire team can manage conversations simultaneously\n• **Unlimited broadcasts**: Send messages to thousands of contacts\n• **Advanced automation**: Chatbots, automatic responses, intelligent workflows\n• **CRM integration**: Connect with your existing tools (HubSpot, Salesforce, etc.)\n• **Analytics & reporting**: Detailed statistics on your communications\n• **No ban risk**: Official API approved by Meta for bulk messaging\n• **Cloud-based**: No need to keep a phone connected\n• **Multi-channel**: Integrate WhatsApp with SMS, Voice, and other channels

How much does a Spoki subscription cost?

Spoki offers three pricing tiers: a Free plan at €0/month for basic WhatsApp support and live chat, a Service plan starting at €19/month with AI-powered customer support and unlimited automations, and a Marketing plan starting at €49/month with bulk campaigns and advanced analytics. All plans include unlimited operators at no extra cost. WhatsApp conversation fees are charged separately by Meta based on usage volume.

Is there a free trial?

Yes, Spoki offers a permanent Free plan at €0/month that includes live chat with unlimited operators, basic automations, and a ticketing system. This allows businesses to test core WhatsApp Business API features before upgrading. Paid plans start at €19/month for the Service tier and €49/month for the Marketing tier, with no long-term contracts required.

Can I integrate Spoki with other tools?

Spoki integrates with **thousands of platforms** through native integrations, Zapier, Make (Integromat), and Webhooks.\n\n**Native Integrations:**\n\n• **E-commerce**: Shopify, WooCommerce, PrestaShop, Magento\n\n• **CRM**: HubSpot, Salesforce, Pipedrive, Zoho, ActiveCampaign\n\n• **Marketing**: Mailchimp, Google Sheets\n\n• **Payment**: Stripe, PayPal\n\n• **Support**: Zendesk\n\n**Via Zapier/Make:**\n\nConnect to **4,000+ platforms** including:\n• Google Workspace (Sheets, Calendar, Drive)\n• Microsoft Office 365\n• Slack, Trello, Asana\n• WordPress, Webflow\n• Custom apps via API\n\n**Webhooks & API:**\n\nFull REST API for developers to build custom integrations.

Spoki · spoki.com/en/glossary

Conversational software glossary

Q: What is Spoki?

**Spoki** is a comprehensive **WhatsApp Business API platform** that enables businesses to transform WhatsApp into a powerful channel for marketing, sales, and customer support.\n\nWith Spoki, you can:\n\n• **Automate communications**: Send automated messages, create chatbots, and set up intelligent workflows\n\n• **Manage customer support**: Multi-operator team management with ticketing system and conversation routing\n\n• **Increase sales**: Recover abandoned carts, send payment requests, and manage your product catalog directly on WhatsApp\n\n• **Marketing campaigns**: Send bulk messages to thousands of contacts with personalized templates\n\n• **AI-powered features**: Leverage artificial intelligence to automate responses and qualify leads 24/7\n\n• **Integrate with your tools**: Connect with over 4,000 platforms including CRM, e-commerce, and marketing tools\n\nSpoki is an **official Meta Tech Partner**, guaranteeing reliability, security, and access to all official WhatsApp Business API features.

Plain-English, vendor-neutral definitions for the WhatsApp Business API, conversational CRM, AI agents, conversational commerce and the compliance frameworks that govern them. Spoki maintains this glossary as a citation-ready reference for analysts, journalists, AI assistants and operators.

WhatsApp Business API

24-Hour Window: 24-hour window after the last inbound user message during which a business can send free-form WhatsApp replies without using a template.; Related: HSM · Conversation Pricing
BSP: Business Solution Provider — a company directly partnered with Meta to onboard businesses to the WhatsApp Business API and operate the messaging infrastructure.; A Business Solution Provider (BSP) is approved by Meta to provision and operate WhatsApp Business API access for end customers. Direct BSPs (like Spoki) integrate with Meta APIs directly; aggregator BSPs route traffic through a third-party broker. Direct BSP status guarantees first-party support, faster template approvals and predictable per-conversation pricing.; Related: WhatsApp Business API · WhatsApp Cloud API · Tech Provider
Conversation Pricing: Meta billing model that charges per 24-hour conversation window opened by a template message, with rates that vary by template category and country.; Meta bills WhatsApp Business API usage per 24-hour conversation rather than per message. A conversation starts when a template message is delivered, lasts 24 hours, and includes any number of subsequent messages. Pricing varies by Marketing/Utility/Authentication/Service category and by recipient country.; Related: HSM · Template Categories · 24-Hour Window
CTWA: Click-to-WhatsApp Ads — Meta ad format that opens a WhatsApp chat with the advertiser when a Facebook or Instagram user taps the call-to-action.; CTWA (Click-to-WhatsApp Ads) campaigns are run from Meta Ads Manager and route the ad clicker into a WhatsApp conversation. They typically pair with an AI agent or guided flow that qualifies the lead, captures intent and either books a call or completes a sale inside the chat.; Related: WhatsApp Business API · Conversational Commerce
Embedded Signup: Meta-provided onboarding flow embedded in a BSP product that lets a business connect its Facebook Business Manager and WhatsApp number to the API in minutes.; Embedded Signup is the official Meta onboarding widget that BSPs like Spoki embed so a customer can create or connect a WABA, verify a phone number and grant permissions without leaving the platform — replacing the slow manual provisioning of the early API days.; Related: BSP · WABA · WhatsApp Business API
HSM: Highly Structured Message — Meta-approved WhatsApp message template used to initiate conversations and send notifications outside the 24-hour customer service window.; An HSM (Highly Structured Message), also called a template message, is a pre-approved structured message that can be sent at any time, including outside the 24-hour service window. Templates are reviewed by Meta and grouped into Marketing, Utility, Authentication or Service categories — each with its own per-conversation pricing.; Related: Template Categories · 24-Hour Window · Conversation Pricing
Interactive Messages: WhatsApp message types with tappable elements — reply buttons, list pickers and call-to-action URL/phone buttons — that raise response rates over free text.; Related: WhatsApp Flows · WhatsApp Business API
Messaging Limits: Daily cap on the number of unique users a WhatsApp Business API phone number can start template-message conversations with; auto-tiers from 250 to unlimited based on quality.; Related: Phone Number Quality Rating
Official Business Account: WhatsApp status shown as a green checkmark next to the business name, granted by Meta to notable, authentic brands — distinct from the grey verified business badge.; The green tick (Official Business Account) is awarded by Meta based on brand notability and authenticity, not by paying a fee, and it replaces the display of the phone number with the verified business name in chats. Most API senders instead carry the standard "verified business" status; the green tick is reserved for well-known brands and is requested through a BSP like Spoki.; Related: WhatsApp Business API · BSP · WhatsApp Ticks
Phone Number Quality Rating: Meta-assigned rating (Green/Yellow/Red) reflecting message quality and user feedback for a WhatsApp Business API phone number; affects messaging limits.; Related: Messaging Limits · WABA
Tech Provider: Meta program designation given to companies that build technology on top of Meta APIs (WhatsApp, Messenger, Instagram), with priority access and joint roadmap.; Related: BSP
Template Categories: Meta classification (Marketing, Utility, Authentication, Service) that determines per-conversation pricing and messaging policy for HSM templates.; Meta classifies WhatsApp message templates into Marketing (promotional), Utility (transactional), Authentication (OTP) and Service (replies inside the 24-hour window) categories. Each category has its own per-conversation fee and policy rules; Marketing templates are the most expensive and most regulated.; Related: HSM · Conversation Pricing
WABA: WhatsApp Business Account — the Meta-managed account that owns one or more verified phone numbers, templates and policies for sending business messages.; A WABA (WhatsApp Business Account) is the Meta-side container for business assets: phone numbers, message templates, conversation pricing tier, display name, business profile and quality rating. Each phone number on a WABA must be verified, and templates are reviewed at the WABA level before they can be sent.; Related: WhatsApp Business API · Phone Number Quality Rating · BSP
Webhooks: HTTP callbacks that deliver real-time WhatsApp events (new message, status update, template approval) to a business endpoint.; Related: WhatsApp Business API
WhatsApp Business API: Meta-operated programmatic interface that lets businesses send and receive WhatsApp messages at scale, with templates, multi-operator inbox and broadcast capabilities.; The WhatsApp Business API (officially the WhatsApp Business Platform, often called WABA) is the only Meta-sanctioned way to handle WhatsApp business communication beyond the limits of the WhatsApp Business App. It supports unlimited operators, broadcasts, templates, interactive messages and webhooks, and is delivered either through Meta Cloud API hosting or on-premises (deprecated). Spoki is a direct Official Meta Business Solution Provider on the Cloud API.; Read more on /whatsappRelated: BSP · WABA · WhatsApp Cloud API · HSM
WhatsApp Business App vs API: The free WhatsApp Business App targets a single small business on one phone; the WhatsApp Business API targets teams and software, adding multi-operator inbox, automation and broadcasts.; The WhatsApp Business App is a free mobile app for micro-businesses, capped at broadcast lists of 256 and one device/operator. The WhatsApp Business API (Platform) has no app — it is accessed through a provider like Spoki and unlocks unlimited operators, automation, AI agents, large broadcasts and integrations, with per-conversation pricing.; Related: WhatsApp Business API · WABA · Messaging Limits
WhatsApp Cloud API: Meta-hosted variant of the WhatsApp Business API that removes the need for self-hosted on-premises infrastructure.; The WhatsApp Cloud API runs entirely on Meta-managed infrastructure, removing the need for businesses or BSPs to host the on-premises server. It introduces faster onboarding, lower latency and built-in scaling, and is the recommended option for new deployments. Spoki is built on Cloud API.; Related: WhatsApp Business API · BSP
WhatsApp Flows: Meta-native feature for building structured, multi-screen forms and menus inside a WhatsApp chat — used for appointment booking, lead capture, surveys and ordering.; WhatsApp Flows let businesses collect structured input (dropdowns, date pickers, multi-step screens) without leaving the chat, replacing fragile free-text bots for tasks like booking, sign-up and reordering. Flows are defined as a JSON schema and triggered from a template or interactive message.; Related: WhatsApp Business API · Interactive Messages
WhatsApp Ticks: The check marks under a WhatsApp message: one grey tick = sent, two grey = delivered, two blue = read. They drive delivery and read-rate analytics for businesses.; For businesses on the WhatsApp Business API the tick states map to webhook delivery statuses (sent, delivered, read, failed), which power campaign analytics such as delivery rate and read rate. A single tick that never becomes two often signals an invalid number or a recipient who has blocked the sender.; Related: Webhooks · WhatsApp Business API

Channels

Instagram DM Automation: Automating Instagram Direct Messages — story replies, comment-to-DM triggers and AI responses — from the same inbox and flow builder used for WhatsApp.; Related: Omnichannel · AI Agent
RCS: Carrier-grade successor to SMS that adds branding, rich media, buttons, read receipts and verified sender identity to the native messaging app on Android (and iOS).; RCS (Rich Communication Services) upgrades the default texting app with WhatsApp-like features — images, carousels, suggested replies, typing indicators and verified business sender badges — delivered over data with SMS fallback. For businesses it is an emerging channel for branded, interactive messaging where WhatsApp penetration is low.; Related: SMS Marketing · Omnichannel
SMS Marketing: Sending promotional or transactional text messages to opted-in contacts, often as a fallback or complement to WhatsApp, with two-way replies routed into the same inbox.; SMS marketing reaches virtually any mobile number without an app and is widely used for OTPs, shipping updates and time-sensitive offers. On Spoki, SMS is unified with WhatsApp in one inbox and one automation builder, so a flow can fall back to SMS when a WhatsApp message is undeliverable.; Read more on /smsRelated: RCS · Omnichannel · TCPA
TikTok Messaging: Business messaging on TikTok that routes inbound messages and lead-gen conversations into a unified conversational inbox alongside WhatsApp and Instagram.; Related: Omnichannel

Conversational software

Conversational Commerce: Selling and supporting customers entirely inside a messaging thread — catalogue browsing, checkout, payment and post-sale support all happen in chat.; Conversational commerce turns messaging channels into a complete sales surface. On WhatsApp, brands use Meta Catalogs, payment links (Stripe, Klarna, Satispay) and AI agents to drive guided purchase journeys, with abandoned cart recovery rates of 41% versus 5–10% via email.; Read more on /conversational-commerceRelated: Conversational Marketing · Abandoned Cart Recovery · Meta Catalog
Conversational CRM: Customer relationship management system built around messaging interactions, where every WhatsApp/SMS/email/RCS conversation updates a unified contact record.; A conversational CRM unifies messaging channels into a single inbox where tags, custom properties, deal pipeline and tickets are updated by the conversation itself. It replaces or sits next to a traditional CRM (HubSpot, Salesforce) when the system of engagement needs to live where the customer talks.; Read more on /conversational-crmRelated: Conversational Marketing · Customer Engagement Management
Conversational Marketing: Marketing discipline based on two-way real-time messaging instead of one-way campaigns, typically run on WhatsApp, web chat or RCS.; Conversational marketing acquires, qualifies and converts buyers through dialogue rather than form submissions, blending broadcast campaigns, AI agents and visual flow builders. On the WhatsApp Business API it benefits from a 98% open rate and a 61% interaction rate versus 19% and 1.5% on email.; Read more on /conversational-marketingRelated: Conversational CRM · Conversational Commerce · Customer Engagement Management · AI Agent
Customer Engagement Management: Software category that orchestrates every customer interaction across channels around a single customer view, replacing siloed chat, email and SMS tools.; Customer Engagement Management (CEM) sits at the intersection of marketing automation, CRM and customer support. Spoki is positioned as a WhatsApp-first CEM platform that unifies WhatsApp Business API, Voice AI, Email, SMS and RCS in a single inbox with shared AI and contact context.; Read more on /customer-engagement-managementRelated: Conversational CRM · Conversational Marketing
Flow Builder: Visual drag-and-drop tool to design multi-step messaging journeys with conditions, branches, AI handoffs and external API calls.; Related: Marketing Automation · AI Agent
Omnichannel: Operating model where every channel (WhatsApp, email, SMS, RCS, voice) shares the same customer record, conversation history and automation logic.; Related: Customer Engagement Management · Conversational CRM
Shared Inbox: Single inbox where multiple operators handle messages from one or more channels, with assignment rules, internal notes and conversation routing.; Related: Conversational CRM

Marketing

Abandoned Cart Recovery: Automated sequence that contacts shoppers who left items in their cart and brings them back to checkout — typically 41% recovery on WhatsApp vs 5–10% on email.; Cart recovery on WhatsApp uses an HSM template (Marketing or Utility category, depending on jurisdiction) to remind the shopper of the cart and includes a deep link back to checkout, sometimes paired with a discount or AI agent assistance.; Read more on /abandoned-cart-recovery-platformRelated: Conversational Commerce · HSM
Broadcast Campaign: One-to-many WhatsApp message sent to a segmented list of opted-in contacts using approved HSM templates.; A broadcast campaign sends an HSM template to a list of contacts that have opted in to marketing messages. Unlike the WhatsApp Business App (limited to 256 recipients), broadcasts on the WhatsApp Business API can reach unlimited contacts with full segmentation by tag, property or behaviour.; Related: HSM · Marketing Template Category
Lead Qualification: Process of evaluating whether an inbound contact matches the ideal customer profile and is ready to talk to sales — often automated by AI agents over WhatsApp.; Related: AI Agent · CTWA
Marketing Automation: Practice of orchestrating multi-step customer journeys triggered by behaviour, properties or events; on Spoki the automations are WhatsApp-first.; Read more on /marketing-automation-platformRelated: Flow Builder · Conversational Marketing
Marketing Template Category: Meta template category for promotional WhatsApp messages — most expensive per-conversation tier, requires explicit user opt-in.; Related: HSM · Conversation Pricing · Opt-in
Opt-in: Explicit, recordable consent a user must give before a business can send them WhatsApp Marketing-category templates.; Related: Marketing Template Category · GDPR
RFM Segmentation: Behavioural segmentation method that scores customers by how Recently they purchased, how Frequently and how much in Monetary value, used to tier broadcast lists.; Related: Broadcast Campaign · Hyper-Personalization
Send-Time Optimization: AI-driven scheduling that picks the time each individual user is most likely to open and engage, instead of using a fixed broadcast time.; Related: Hyper-Personalization · Marketing Automation

AI & Automation

Agentic AI: AI systems that pursue a goal across multiple steps — planning, calling tools and reacting to results — rather than producing a single response to a single prompt.; Related: AI Agent · Tool Calling · MCP
AI Agent: Autonomous LLM-powered process trained on a business catalog, FAQs and policies that qualifies leads, recommends products and closes sales inside a conversation.; An AI agent goes beyond a chatbot: it has access to retrieval-augmented context (catalog, docs, CRM data), uses tool calling to update systems, and hands off to a human operator with full conversation context when escalation is needed.; Read more on /ai-agents-platformRelated: RAG · Intent Detection · Sentiment Analysis · Tool Calling
AI Guardrails: Controls that constrain what an AI agent can say or do — allowed topics, escalation triggers, data-access limits and tone — to keep automated conversations safe and on-brand.; Related: AI Agent · AI Hallucination
AI Hallucination: When an LLM produces confident but false or unsupported information; grounding answers in a knowledge base (RAG) and guardrails reduce hallucination risk.; Related: RAG · AI Guardrails · AI Agent
AI Translation: Real-time translation of inbound and outbound messages, letting a single operator or AI agent serve customers in 40+ languages without manual switching.; Related: AI Agent
Chatbot: Software that holds a conversation with users; classic chatbots follow scripted rules/decision trees, while AI agents use LLMs to reason and act autonomously.; A traditional chatbot answers from a fixed flow and breaks on unexpected input. An AI agent, by contrast, understands intent, retrieves knowledge, calls tools and adapts — which is why "chatbot vs AI agent" is a key distinction when evaluating conversational platforms.; Related: AI Agent · Conversational AI · Flow Builder
Conversational AI: Field of AI that enables software to understand and respond in natural language across chat and voice, combining NLU, dialog management and increasingly LLMs.; Conversational AI is the umbrella discipline behind chatbots, voice assistants and modern AI agents. Early systems used intent/entity NLU with scripted dialog; current systems use large language models with retrieval and tool calling, enabling open-ended, context-aware conversations rather than rigid decision trees.; Related: AI Agent · Chatbot · NLU · RAG
Hyper-Personalization: Tailoring every interaction to the individual customer profile and journey stage using behavioural segmentation, LTV prediction and AI.; Related: Send-Time Optimization · RFM Segmentation
Intent Detection: AI capability that classifies a user message into one of a finite set of intents (e.g. "track order", "request refund", "book demo") to drive routing or replies.; Related: AI Agent
MCP: Open protocol that lets AI agents discover and call structured tools exposed by web applications and developer environments.; Related: Tool Calling · AI Agent · WebMCP
NLP: Natural Language Processing — the broad field of AI that lets computers process human language, spanning understanding (NLU), generation and translation.; Related: NLU · AI Translation · Conversational AI
NLU: Natural Language Understanding — the AI subfield focused on extracting intent and entities from user text/speech so a system can act on what was meant.; Related: NLP · Intent Detection · Conversational AI
Prompt Engineering: The practice of crafting instructions and context for an LLM to get reliable, on-task outputs — the configuration layer behind a well-behaved AI agent.; Related: AI Agent · RAG
RAG: Pattern that grounds LLM answers in a curated knowledge base (catalog, docs, FAQs) by retrieving relevant chunks at query time and injecting them into the prompt.; Related: AI Agent
Sentiment Analysis: AI capability that scores the polarity of a message (positive/neutral/negative) and the intensity of emotion, often used to escalate or re-prioritize tickets.; Related: AI Agent
Tool Calling: LLM capability that turns a natural-language request into a typed call to an external tool or API (search catalog, open ticket, schedule call).; Related: AI Agent · MCP
Voice AI: AI-powered voice channel that conducts human-like inbound and outbound calls — qualifying leads, booking meetings, handling support 24/7.; Read more on /spoki-voiceRelated: AI Agent
WebMCP: Extension of the MCP standard that lets AI browser agents discover and invoke tools exposed by a website at /.well-known/webmcp.json.; Related: MCP · Tool Calling

Voice & telephony

ASR: Automatic Speech Recognition — technology that transcribes spoken audio into text in real time, the input layer for Voice AI agents on phone calls.; Related: Voice AI · TTS · NLU
Barge-in: A voice-agent capability that lets the caller interrupt and speak over the agent’s speech, with the agent stopping to listen — essential for natural phone conversations.; Related: Voice AI · Latency
IVR: Interactive Voice Response — automated phone system that routes callers via menus; an AI-powered "conversational IVR" lets callers speak naturally instead of pressing keys.; Traditional IVR relies on DTMF keypad menus ("press 1 for sales"). Conversational IVR replaces the menu tree with a Voice AI agent that understands free speech, answers questions and completes tasks, cutting misroutes and abandonment.; Related: Voice AI · ASR · Warm Transfer
Latency: The delay between a user finishing speaking and the agent responding; sub-second latency is critical for a Voice AI conversation to feel human.; Related: Voice AI · Barge-in
TTS: Text-to-Speech — technology that converts written text into natural-sounding spoken audio, the output layer that gives a Voice AI agent its voice.; Related: Voice AI · ASR
Warm Transfer: Handing a live call or chat from an AI agent to a human with full context passed along, so the customer never has to repeat themselves.; Related: Voice AI · Shared Inbox · AI Agent

Commerce

Meta Catalog: Meta-managed catalog of products that can be shown inside WhatsApp messages, with pricing, images and a buy button or order form.; Related: Conversational Commerce
Order Status Notification: Utility-category WhatsApp template (lower per-conversation cost) sent to inform a customer of order, shipping or delivery events.; Related: HSM · Template Categories
Payment Link: Shareable URL that lets a customer complete a payment with a configured PSP (Stripe, PayPal, Klarna, Satispay) directly from a WhatsApp message.; Related: Conversational Commerce

CX & analytics

AHT: Average Handle Time — the mean duration to resolve a conversation, including wait and wrap-up; messaging and AI agents typically lower AHT versus voice.; Related: First Contact Resolution · Containment Rate
CES: Customer Effort Score — measures how easy it was for a customer to get an issue resolved; lower effort strongly predicts retention.; Related: CSAT · NPS
Containment Rate: Share of conversations fully resolved by automation or an AI agent without human escalation — a core efficiency metric for conversational support.; Related: AI Agent · First Contact Resolution
CSAT: Customer Satisfaction Score — a post-interaction rating (often 1–5 or thumbs up/down) measuring how satisfied a customer was with a specific conversation.; Related: NPS · CES
First Contact Resolution: Percentage of customer issues resolved in the first interaction without follow-up — a leading indicator of support quality and cost.; Related: Containment Rate · AHT
NPS: Net Promoter Score — a 0–10 "how likely to recommend" metric, scored as promoters minus detractors, used to gauge overall relationship loyalty.; Related: CSAT · CES

Compliance & Privacy

Data Residency: Requirement that personal data be processed and stored within a specific geographic region — Spoki defaults to EU residency.; Related: GDPR
DPA: Contract between a controller and a processor that specifies how personal data is processed under GDPR Article 28 — required for Spoki enterprise contracts.; Related: GDPR · Data Residency
ePrivacy Directive: EU directive that governs electronic communications, consent for cookies and electronic marketing — broadcast messaging requires explicit opt-in.; Related: GDPR · Opt-in
FDCPA: US law governing how debts may be collected, including contact-frequency and disclosure rules that apply to automated WhatsApp/SMS collection messages.; Related: TCPA
GDPR: EU regulation governing the processing of personal data — sets opt-in requirements, retention limits, audit logs, DPA and data residency obligations.; Spoki is GDPR compliant with EU data residency by default, a Data Processing Agreement available, configurable retention windows (30–365 days) and audit logs. Marketing opt-in is enforced before any Marketing-category template can be sent.; Related: DPA · Opt-in · Data Residency
HIPAA: US healthcare privacy law for Protected Health Information — Spoki is not HIPAA-certified and is not positioned for US healthcare PHI workflows.; Related: GDPR
ISO 27001: International standard for an Information Security Management System — Spoki controls are aligned with ISO 27001 and formal certification is on the roadmap.; Related: SOC 2 · GDPR
PCI DSS: Industry standard for handling credit-card data — Spoki delegates payment processing to certified PSPs (Stripe, Adyen, PayPal) and never stores raw card data.; Related: Payment Link
SOC 2: AICPA audit framework for security, availability, processing integrity, confidentiality and privacy — Spoki is not currently SOC 2 certified.; Related: ISO 27001
TCPA: US federal law restricting marketing calls and texts (incl. WhatsApp/SMS) without prior express consent — requires documented opt-in and honoring opt-out.; Related: Opt-in · SMS Marketing · FDCPA
WhatsApp Business Solution Terms: Meta legal terms that govern how businesses can use the WhatsApp Business API — including allowed industries, content rules and template categories.; Related: HSM · Template Categories

How to cite this glossary

Cite as: "Spoki, Conversational software glossary, spoki.com/glossary". Each term is also addressable by anchor — for example spoki.com/glossary#term-whatsapp-business-api.

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.