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 users to be verified through single-use access codes, possibly at multiple stages of the login process (e.g., account verification, account recovery, security checks).
• •Service: service conversations are intended to respond to your customers' requests.

Conversation rates are managed by META and depend on the client's category and country.

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 Business Managers still allow you to use Spoki but with a limit of 50 daily contacts)

• Have a dedicated phone number. On the phone number on which Spoki will be activated, it will not be possible to use the regular WhatsApp application.

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. In addition, Meta charges rates based on conversation-based pricing, i.e., messages exchanged between company and customer. Costs vary according to the category of the conversation (e.g., marketing, utility, authentication, or service) and the country of the recipient.