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SMS 2-Way

2-Way SMS Text for Public Sector — Conversations That Convert

Let citizens text to ask about services, documents, or hours — and route the complex cases to a caseworker.

SMS 2-Way for Public Sector

The Challenge

Public offices field high volumes of repetitive questions with limited staff and strict service expectations.

How It Works

Customer texts your number
A customer replies to a message or texts your dedicated number about their services.
Automations handle the routine
Keyword replies and automated flows answer common questions and take actions instantly, 24/7.
Handoff to your team when needed
Anything complex is routed to a teammate with the full conversation history attached.
Every conversation logged
Each thread syncs to your CRM so nothing is lost and follow-ups are effortless.

Example Conversation

SMS

SMS 2-Way

CityGov: Hi! Reply here with questions about services, documents, or opening hours 🏛️
What do I need to renew my ID card?
You'll need your expiring ID, proof of address, and one passport photo. Want the office hours too?
Yes please
Open Mon–Fri 9am–2pm at 12 Municipal Sq. I'll text you the address ✅

Business Impact

24/7
Always-on replies
2 taps
To resolve most requests
-40%
Fewer inbound calls
100%
Conversations logged in your CRM

Customization Options

Adapt 2-Way SMS to how your public sector business handles conversations:

  • Keyword auto-replies and conversation flows
  • Business hours and after-hours handling
  • Routing rules to the right team
  • Quick-reply templates for common services questions
  • Opt-out handling and compliance (GDPR)
  • Sync with your CRM and helpdesk

Discover the case study most relevant to your industry

See how real businesses in your sector grow with Spoki.

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Ready to turn texts into conversations?

Let customers reply and get instant answers with Spoki 2-Way SMS for public sector.

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Frequently Asked Questions

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.

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.

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:

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

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.

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.

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