Back to Use Cases
🔀
Smart routing

AI Voice Call Routing & Department Transfer

Spoki Voice understands what the caller needs and routes them straight to the right person, department, or flow — no menu-mashing required.

AI Voice Call Routing

The Challenge

Traditional phone trees force callers through endless menus, and even then many end up with the wrong department. Misrouted calls mean transfers, hold time, and frustrated customers.

How It Works

Caller states their need
No 'press 1 for sales' — the caller just says what they need in plain language.
AI understands intent
Spoki Voice figures out whether it's sales, support, billing, or something else, instantly.
Routed to the right place
The call, along with context on what the caller needs, is routed straight to the correct team or flow.
Smart fallback when unsure
If intent isn't clear, the AI asks one clarifying question instead of guessing wrong.

Example Call

Spoki Voice

Smart routing

Hi, I want to ask about upgrading my subscription plan.
Sure, that's a billing question — let me connect you with our billing team right away.
Thanks.
Connecting you now, and I've shared a note on what you need so you won't have to repeat yourself.

Business Impact

95%
Calls routed correctly on the first try
0
Menu options to press through
-45%
Average transfer count per call
24/7
Routing coverage

Customization Options

Adapt routing to your team structure:

  • Departments and routing rules
  • Intent recognition phrases
  • Fallback and clarifying questions
  • Business hours per department
  • Multi-language support
  • Integration with your phone system or PBX

Try Spoki Voice for free

Discover how voice AI can transform your customer conversations.

I have read and accept the Terms and Conditions, the Privacy Policy, and the processing of personal data pursuant to the GDPR. *

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.

View all FAQs