Spoki Support: AI Assistant & Ticket Quotas (v19.21.6) – Spoki
Content
In today’s fast-paced digital landscape, marketing managers, business owners, and e-commerce operators using WhatsApp Business for customer communication understand the critical role of efficient support. When you’re leveraging powerful tools like the WhatsApp Business API for automated messaging and chatbots, encountering a question or needing assistance shouldn’t slow down your operations. That’s why Spoki is continuously enhancing its support infrastructure. With the latest v19.21.6 update, Spoki introduces significant improvements to its technical support system, including a refined AI Assistant and a new, transparent system for managing support tickets. These updates are designed to streamline your experience, encourage self-service for common queries, and ensure that critical issues receive the attention they deserve, all while maintaining fair usage across different support packages.
Introducing the Spoki AI Assistant: Your First Line of Support
Gone are the days of ‘Mario’; Spoki’s in-app technical support assistant is now officially and proudly known as the AI Assistant. This change reflects the advanced capabilities and intelligent nature of the tool designed to provide immediate, accurate answers to your questions. The AI Assistant is your go-to resource for quick resolutions, offering instant support without consuming your monthly ticket quota.
What the AI Assistant Can Do for You:
- Instant Answers: Get immediate responses to common queries about Spoki features, WhatsApp automation, and general platform usage.
- 24/7 Availability: The AI Assistant is always on, providing support whenever you need it, day or night.
- Efficient Problem Solving: Many questions can be resolved quickly through the AI Assistant, saving you time and effort.
- No Quota Consumption: Engaging with the AI Assistant for technical support does not count towards your monthly ticket limit. Only when an issue requires escalation to a human operator does it consume a ticket.
This intelligent tool empowers you to find solutions independently, ensuring that your WhatsApp Business operations, from automated messaging to customer engagement, run smoothly with minimal interruptions.
Understanding Spoki’s New Ticket Quota System
To ensure equitable access to human operator support and encourage the efficient use of resources, Spoki has implemented a new monthly ticket quota system. This system aligns directly with your account’s support package, as detailed in the Spoki Pricing Plans. This structured approach helps Spoki maintain high-quality support for complex issues while promoting the use of the AI Assistant for routine inquiries.
How Ticket Quotas Work:
- Package-Based Limits: Your monthly ticket allowance is determined by your Spoki support plan:
- Free / Zero support: 0 tickets
- Base: 3 tickets
- Standard: 10 tickets
- Advanced: 20 tickets
- Premium: 35 tickets
- What Counts Towards Your Quota: Only tickets that require intervention from a human operator consume your monthly quota. This includes tickets escalated from the AI Assistant or submissions in quota-consuming categories.
- What Doesn’t Count:
- Bug Reports: Critical bug reports are always unlimited and can be submitted regardless of your monthly quota. Spoki understands the importance of addressing software issues promptly.
- AI Assistant Interactions: Asking the AI Assistant for help or having your issue solved by the AI Assistant does not consume a ticket.
- Non-Technical Categories: Certain non-technical inquiries may also not consume a ticket if they can be resolved without operator intervention.
Managing Your Ticket Quota:
Spoki believes in transparency. When you approach or reach your monthly ticket limit, the support interface will provide clear indicators:
- Informative Banner: You will see a banner displaying your monthly limit and the date your quota resets (the 1st of the next month).
- Blocked Submissions: Once your limit is reached for quota-consuming categories, the option to submit a new ticket to an operator will be blocked.
- Disabled ‘Open ticket with operator’: This option will be greyed out, guiding you towards the AI Assistant or bug reporting.
- Upgrade Path: If you frequently find yourself needing more operator support, you can easily upgrade your support plan via the provided link, directing you to the Spoki Pricing Plans page.
This system ensures that businesses can plan their support needs effectively, making the most of Spoki’s powerful WhatsApp Business API features for customer engagement and automated messaging.
Practical Use Cases for Spoki’s Enhanced Support
Let’s explore how these support enhancements benefit various users of Spoki’s WhatsApp automation platform:
For E-commerce Operators:
Imagine you’re an e-commerce manager using Spoki to send automated order confirmations, shipping updates, and abandoned cart reminders via WhatsApp. You encounter an issue with a specific WhatsApp Business API Documentation template not sending correctly.
- AI Assistant First: You can first consult the AI Assistant for common troubleshooting steps related to template errors or API connectivity. It might quickly point you to a syntax error or a common misconfiguration. This doesn’t consume a ticket.
- Operator Ticket for Complex Issues: If the AI Assistant can’t resolve the issue, and it appears to be a deeper integration problem, you can open a ticket with an operator. This would consume one of your monthly tickets, ensuring a human expert can delve into your specific setup.
- Bug Report for Platform Glitches: If you discover a bug within the Spoki platform itself that’s preventing your automated messages from sending, you can submit a bug report without it counting against your quota, ensuring the Spoki team can address it promptly.
For Marketing Managers:
As a marketing manager, you’re leveraging Spoki for WhatsApp marketing campaigns, segmenting audiences, and analyzing campaign performance. You have a question about integrating Spoki with your CRM for better lead management.
- AI Assistant for Integration Basics: The AI Assistant can provide immediate guidance on common CRM integration steps or direct you to relevant guides within the Spoki Academy.
- Operator for Custom Integration Challenges: If your CRM has a unique setup or you’re facing a specific technical hurdle during integration that the AI Assistant can’t solve, opening an operator ticket allows you to get personalized assistance from a Spoki expert.
For Business Owners and SMBs:
A small business owner uses Spoki to manage customer inquiries, send promotional messages, and provide quick support through WhatsApp chatbots. They need help setting up a new chatbot flow.
- AI Assistant for Chatbot Setup: The AI Assistant can walk you through the basic steps of creating a new chatbot flow, defining keywords, and setting up automated responses, all without using a ticket.
- Operator for Advanced Customization: For more complex chatbot logic, conditional routing, or specific API integrations within your chatbot, an operator ticket ensures you get the in-depth support needed to build sophisticated WhatsApp automation.
Internal Context for Partners and Users
For Spoki partners managing multiple client accounts, the ticket quota system operates intuitively: the quota consumed is always tied to the client account for whom the ticket is opened. This maintains clarity and fairness across all managed accounts.
If you’re a user and still see ‘Mario’ instead of ‘AI Assistant’, a simple hard refresh of your browser or clearing your cache should resolve the issue, ensuring you see the updated UI. If you find yourself unable to open a ticket, it’s likely due to having reached your monthly quota, and the system will guide you on how to proceed.
Conclusion: Empowering Your WhatsApp Business Strategy with Spoki
The v19.21.6 update to Spoki’s support system, featuring the new AI Assistant and a transparent ticket quota model, is designed to empower marketing managers, business owners, and e-commerce operators. By providing immediate self-service options and ensuring dedicated human support for critical issues, Spoki helps you maximize the potential of WhatsApp automation, enhance customer engagement, and streamline your business communication. These enhancements underscore Spoki’s commitment to delivering a robust, efficient, and user-friendly platform for all your WhatsApp Business needs.
Ready to experience streamlined support and powerful WhatsApp automation? Start for free with Spoki — no credit card required.